Enterprise IT Service Desk Imaging Specialist

Ultratec, Inc., located on the west side of Madison, is the worldwide leader in developing new technologies for the deaf and hard of hearing population. Today, our equipment is recognized as the standard for excellence in text telecommunications. Ultratec, Inc. is actively seeking an Enterprise IT Service Desk Imaging Specialist for a large-scale PC refresh project.

Ultratec's most recent endeavor, the Captioned Telephone (CapTel), continues to demonstrate how we have revolutionized the industry with cutting edge products that transform the lives of individuals around the world.

Project Summary: We are seeking a reliable and detail-oriented PC Imaging Technician to support a large-scale PC refresh project. This will be a temporary/contract position which will end when the project is completed. This role involves imaging approximately 450 all-in-one call center PCs, transitioning them from Windows 10 to Windows 11, and ensuring readiness for deployment across multiple call center locations nationwide. The ideal candidate will have a strong work history, proven attention to

detail, and hands-on experience with PC imaging tools, hardware diagnostics, and configuration.

Schedule: Regular business hours are 8:00am to 5:00pm (1-hour lunch break) Monday through Friday onsite. On-call and after-hours responsibilities may be required on a rotating basis.

Essential Functions and Responsibilities: (Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time).

• Perform imaging tasks with precision, ensuring all devices meet standardized configurations and organizational requirements.
• Troubleshoot and resolve imaging issues, including driver conflicts, network setup errors, and hardware malfunctions, with a focus on maintaining quality and efficiency.
• Document completed imaging tasks and maintain accurate records for tracking and reporting.
• Collaborate with the IT team to meet deadlines and ensure readiness for device deployment to call center locations nationwide.
• Conduct hardware diagnostics, firmware updates, and basic repairs to ensure proper functionality of imaged PCs.
• Ensure all imaging processes comply with security standards, including encryption and endpoint protection protocols.
• Maintain an organized and clean workspace while handling multiple devices during the imaging process.

Required Technical Skills:

• Previous experience with large-scale PC refresh or deployment projects is highly desirable.
• Experience with PC imaging tools.
• Solid understanding of Windows 10 and Windows 11 operating systems, including installation, configuration, and updates.
• Familiarity with Basic Input/Output System (BIOS) and Unified Extensible Firmware Interface (UEFI) settings, firmware updates, and hardware component installation.
• Ability to troubleshoot technical issues, including network configuration errors, driver mismatches, and software incompatibilities.
• Basic knowledge of Active Directory, domain joins, and group policy settings.
• Strong grasp of IT security principles, including encryption and compliance with organizational policies.
• Proficiency with Microsoft Office tools for documentation and communication.

Required Soft Skills:

• Customer service focused individual with the ability to handle customer interactions with diplomacy and tact.
• Excellent interpersonal skills with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language.
• Ability to handle confidential information with a high degree of integrity.
• Proven ability to deliver high-quality work with attention to detail, ensuring accuracy and reliability throughout the imaging process.
• Excellent organizational skills and ability to follow standardized processes without deviation.
• Effective problem-solving skills and the ability to work both independently and collaboratively in a team environment.
• Strong verbal and written communication skills to document processes and report issues.

Physical Requirements:

• Ability to lift and/or carry 15-30 lbs. or more and push and pull carts when necessary.

All qualified applicants will receive considerations for employment without regard to sex, race, color, national origin or ancestry, age, disability, marital status, veteran status, student status, physical appearance, sexual orientation, political beliefs, religion, genetic information, gender identity, a less than honorable discharge from the military, and any other status protected by federal, state or local law and regulations.