Position: Desktop Support Technician
Location: Wauwatosa, WI (On-site)/Remote
Duration: 1 Year
Interview Method: MS Teams Video Position Summary Milwaukee County is seeking a Desktop Support Technician to serve as the first point of contact for IT-related support. This role provides Tier 1 technical support for hardware, software, and connectivity issues, ensuring optimal workstation performance for all Milwaukee County employees, contractors, and vendors.
The ideal candidate will have hands-on experience with PC imaging, setup, troubleshooting, and maintenance, as well as strong customer service skills and a commitment to ITIL-based support practices.
Key Responsibilities -
Provide daily technical support for PC hardware, peripherals, and enterprise applications.
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Install, configure, troubleshoot, and maintain desktops, laptops, printers, and mobile devices.
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Support user account setup, authorization, and maintenance.
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Image and deploy PCs and laptops across the organization.
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Track and resolve incidents, requests, and problems using standard ITSM tools and procedures.
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Set appropriate client expectations and ensure timely execution of service requests.
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Escalate incidents as needed in accordance with established SLAs and documentation.
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Maintain accurate documentation of technical issues and resolutions.
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Recommend process improvements to enhance end-user support and operational efficiency.
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Stay current on new technologies and participate in special IT projects as assigned.
Knowledge, Skills & Abilities -
Strong analytical and problem-solving skills.
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Excellent communication and customer service abilities.
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Ability to manage multiple tasks in a high-pressure environment.
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Demonstrated professionalism, integrity, and ethical behavior.
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Effective teamwork across multiple locations and functions.
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Ability to develop and follow workflows, procedures, and ITIL standards.
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Cost-conscious mindset with focus on resource efficiency.
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Sound judgment and decision-making under minimal supervision.
Required Skills & Experience -
Experience: 6 months 5 years in desktop support or IT helpdesk environment.
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Device Deployment: Experience imaging, deploying, and maintaining end-user devices.
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Troubleshooting: Ability to repair and diagnose hardware/software issues on the fly.
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Education: Associate's degree in Computer Science, Information Technology, or a related field.