Agency Helpdesk

Bring your IT experience to the PSC as the Agency Helpdesk!

The Public Service Commission (PSC) is an independent state agency that is responsible for regulating more than 1,100 Wisconsin public utilities, which provide electric, natural gas, combined water and sewer utilities, and certain aspects of local telephone service to households and businesses throughout the state! The PSC of Wisconsin ensures safe, reliable, affordable, and environmentally responsible utility services and equitable access to telecommunications and broadband services.

The PSC is a great place to work! In addition to meaningful and rewarding work, we offer a competitive benefits package featuring:

• Substantial leave time including at least 3.5 weeks of paid leave time to start, 9 paid holidays, and 130 hours of sick time that roll over each year.
• Excellent and affordable health, vision, and dental benefits (health plan options start at just $39/month for single plans and $97/month for family plans after two months of employment)
• A casual office atmosphere, flexible work schedules, and telework options depending on the position’s requirements
• An exceptional pension plan with employer match and lifetime retirement payment, plus an optional tax advantaged 457 retirement savings plan
• Well Wisconsin Wellness Program
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being
• Use this Total Rewards Calculator to see the total value of our competitive benefits package!

In addition to our generous employee benefits, we strive for inclusivity and celebrate different religious holidays and cultural observances and provide flexibility for utilizing paid time off for such celebrations.

The Agency Helpdesk (IS Technical Services Professional or Senior) position is responsible for the overall technical support of agency staff. Outstanding customer services is a must. The position assists staff in resolving technical problems related to end user computing systems and leads the design and coordination of PC builds and software installation. This includes troubleshooting, developing requirements, and the automated setup and maintenance of computer hardware and software. The position will answer a full range of IS questions and problems, including topics related to hardware, desktop software applications, systems software, and connectivity. This position is focused on providing technical support for end users and is also responsible for creating and maintaining documentation for IS customers to meet service needs.

This position will be hired at the Professional or Senior level depending on qualifications.

To review the full position description, email Hannah Robarge at hannah.robarge@wisconsin.gov

The IS Tech Services Professional is in schedule-range (07-35) with an annual salary of $54,000-$70,720, plus excellent benefits . The Senior level is in schedule-range (07-34) with an annual salary of $60,320-$78,000, plus excellent benefits . A twelve month probationary period is required. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check.

The Public Service Commission is a registered participant in the federal work authorization program commonly known as E-Verify to verify employment eligibility of all employees hired on or after June 18, 2015.

The Public Service Commission of Wisconsin is unable to sponsor work visas for new hires. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Certain positions within this Department may allow remote/work from home flexibility for a portion of their work schedule, depending on the needs of the position and the work unit. This position will be required to be in the office (Madison, WI) three days per week. This topic and any remote work flexibility that may be available will be discussed in more detail in the interview process. For permanent positions that allow remote work flexibility, it is not anticipated that working outside of Wisconsin (or bordering cities) will be allowed because positions may need to report to office locations in Wisconsin on short notice.

Qualified applicants will have experience performing each of the following activities:

• Providing remote customer support for Windows 10 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.
• Providing customer support for Microsoft Office 365 and TEAMS
• Working with ITSM Tools such as help desk ticketing systems for managing customer requests.

In addition, a well-qualified applicant will have experience performing one or more of the following:

• Mentoring and/or training counterparts/team members
• Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards

In addition, a senior level applicant will have experience performing the following activities:

• Experience installing, configuring, and troubleshooting desktop operating systems for new computers.
• Experience using Active Directory to create and manage user account information.

Apply online! To apply, click “Apply for Job” to start the application process. Then, you will access your existing account or to create a new account if you don’t have an account. Once you are logged in, click “Apply for Job.” Follow the steps outlined in the application process and submit your application.

Your application materials are very important parts of your application and are used during our evaluation process to determine your qualifications as they relate to the job. For instructions on how to develop and what should be included in these materials, click here . For more information on the basics of the selection process and how the State of WI ensures fair and equitable treatment of all applicants, click here . The vast majority of applicants are able to outline their background and experience in their resume in 1-3 pages. Any resumes submitted with more than 10 pages will not be considered after page 10. If this job posting requires a letter of qualifications, the same limit applies.

Permanent classified state employees who are eligible for consideration (transfer or voluntary demotion) should complete the application process as described above by the stated deadline.

Submitted materials will be evaluated by a panel of job experts and the most qualified applicants will be invited to participate in the next step of the selection process. Questions related to the job and how to apply can be directed to Hannah Robarge at hannah.robarge@wisconsin.gov or 608-266-0753. For general wisc.jobs user information and technical assistance, please see the wisc.jobs Frequently Asked Questions page.

The deadline to apply is 11:59 PM CT on June 27th, 2024.