Desktop Support - I (onsite)

Desktop Support -I (Onsite)

The Desktop Support Technician serves as the first point of contact for IT related support, providing tier 1 client support for all technical issues relating to installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance, hardware, software, printing, connectivity, mobile technology, and user set up and authorization. The critical role of the Desktop Support Technician will strive to provide the best possible end user computing experience for all Milwaukee County employees, contractors, and vendors. The Desktop Support Technician will be hands on with building and imaging PCs and laptops, printer setup and maintenance, peripheral hardware support and maintenance and user account maintenance. This role is committed to addressing recurring issues through consistent ITIL practices.

Essential Duties and Responsibilities:

• Provide daily support for PC hardware and software, including Windows 10, Office 365 and other enterprise applications.
• Participate in installing, configuring, and maintaining computer operating systems and images.
• Install and troubleshoot peripherals for users.
• Aid in troubleshooting smartphones and other related ad hoc devices.
• Asks appropriate probing questions to gather relevant information to aid in resolution of request.
• Documents, tracks and monitors client incidents and requests in ticketing system to ensure timely and accurate resolution.
• Sets client expectations when opening and assigning tickets and ensures all request/services are executed on time in accordance with service level agreements with the business.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Makes recommendations to better assist end users and improve the overall efficiency of daily operating procedures.
• Acquires and maintains current knowledge of core hardware standards and applications, as well as new technologies/applications being introduced in order to provide technically accurate solutions to clients.
• Assists in special projects as needed.
• Participates in on call rotation.

Computer Skills:

• Workstation, printer and peripheral maintenance and support skills.
• General understanding of Client/Server environment.
• Experience with Microsoft Active Directory and Azure Active Directory.
• Solid understanding of Microsoft products, including Windows operating systems and the Office suite of applications.
• Demonstrate an analytical approach to problem resolution.
• Familiarity with Microsoft System Center Configuration Manager (SCCM) imaging software.

Qualifications:

• Ability to understand basic business practices.
• Ability to manage working in a high stress environment.
• Take ownership for work and initiative for requests, incidents and problems.
• IT Professionalism in all aspects of the position.
• Outstanding customer service skills and attitude.
• Ability to prioritize projects and customer requests.

Competencies:

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Teamwork - Works as a team member across many locations; balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed; recognizes accomplishments of other team members.
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values and follows documented departmental policies and procedures.
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; makes timely decisions.
• Communication - Demonstrates effective communication and achieves smooth handoffs; excellent customer service skills and acumen with the ability to consistently communicate successfully with all types of employees.

Education/Experience:

• .5-5 years of experience supporting end users in a corporate environment. IT schooling could be used towards experience.

Certificates and Licenses:

• No certifications required; A+ certifications preferred.

Top Skills & 6 Months to 5 Years of Experience:

• Desktop support
• Deploying devices
• On the fly device repairs

Nice to Have Skills:

• Workstation, printer and peripheral maintenance and support skills.
• General understanding of Client/Server environment.
• Experience with Microsoft Active Directory and Azure Active Directory.
• Solid understanding of Microsoft products, including Windows operating systems and the Office suite of applications.