Job Description

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, also working all requests, incidents, and problems through to resolution. A

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.

Commented KR1 : Maybe change to Participates in on

call rotation required for this position.

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 work flows 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;

successfully with all types of employees.

EDUCATION / EXPERIENCE :

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

used towards experience.

CERTIFICATES AND LICENSES :

No certifications required; A certifications preferred.

SUPERVISORY RESPONSIBILITIES :

No supervisory responsibilities.

Requirements

Top Skills & Years of Experience :

6 months to 5 years experience in

• 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

Last updated : 2024-05-20