Desktop Support I

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.

- 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

- 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.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.