What are the responsibilities and job description for the Desktop Support IV (Locals) position at Encore Consulting?
Desktop Support IV
Madison, WI
1 year contract
Top Required Skills & Years of Experience:
At least 10 years' experience in the following:
- Knowledge of computer software, operating systems, hardware and networking is required
- Experience with Microsoft Active Directory is required.
- Hardware and software troubleshooting skills are required
- Able to work in a team as well as independently
- Experienced in providing professional and courteous customer service is required
Nice to Have Skills:
- Excellent verbal and written communication skills is preferred
- Three or more years relevant work experience with Windows 10/11 is preferred.
- Two or more years relevant work experience with OSX is preferred.
- Experience and knowledge of computer security is preferred.
Working Title: Desktop Support IV
Position Summary:
This position reports directly to the IIT User Support Services Manager and will be working as part of the User Support Service, USS, support team. The Desktop Computer consultant will be responsible for routine, first and second level technical troubleshooting, including determining solutions for more complex issues by leveraging documented procedures and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).
Required Skills:
Knowledge of computer software, operating systems, hardware and networking is required
Experience with Microsoft Active Directory is required.
Hardware and software troubleshooting skills are required
Able to work in a team as well as independently
Experienced in providing professional and courteous customer service is required
Additional Skills
Excellent verbal and written communication skills is preferred
Three or more years relevant work experience with Windows 10/11 is preferred.
Experience with a ticketing system such as JIRA
Two or more years relevant work experience with OSX is preferred.
Experience and knowledge of computer security is preferred.
Job Responsibilities
- Completes installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
- Identifies, troubleshoots, resolves, and/or escalates more complex first and second level technical problems for various products and services under general supervision
- Receives and responds to inquiries and provides more complex technical information through various communication mediums according to established policies and procedures
- Documents inquiries and responses and recommends procedural improvements to unit leadership
Job Title in Contract: Desktop Support IV
Has 10 or more years of experience in desktop support. Familiar with a variety of the concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected.
