Desktop Support

The Service Operations Technician provides on-site Level 1 and Level 2 technical
support to various Milwaukee County locations for hardware, software, printing,
connectivity, mobile devices, point-of-sale systems, and user set up and access. This
role is responsible for managing incidents, service requests, and problems through to
resolution while delivering excellent customer service. Working under the guidance of a
Manager or Team Lead, the technician identifies, prioritizes, and resolves technical
issues in accordance with ITIL best practices.
The technician will play a crucial role in Desktop Asset Lifecycle for 2026. As part of this
process, outdated workstations will be replaced with newly imaged and fully configured
computers to ensure seamless functionality. The technician will follow an imaging
process in building the workstations and checklist for deployment.
The role emphasizes clear communication with users of varying technical skill levels,
effective ticket and work
queue management, and proactive identification of recurring issues to support
continuous improvement.
Working environments include working inside and outside in all weather conditions.
Key Responsibilities
• Install, configure, and maintain computer systems, including hardware and software on
desktops and laptops.
• Deploy and support mobile devices such as tablets and smartphones.
• Troubleshoot and resolve internet and network access issues (wired and wireless).
• Provide support for network printers.
• Set up and maintain point-of-sale systems, including credit card machines, receipt
printers, cash drawers, and related software.
• Ensure all devices remain updated, online, and compliant with security standards.
• Meet with staff or coordinate remote support to provide one-on-one technical
assistance and training on hardware and software use.
• Diagnose and resolve hardware, software, and network malfunctions through
evaluation, testing, and repair or escalation to internal and external support.
• Maintain accurate equipment inventory, tracking each replaced device and ensuring
that all devices are accounted for throughout equipment lifecycle.
• Support for conference room Audio Visual equipment.
• Provide onsite support for special events, including setup and teardown, occasionally
outside regular business hours.
• Utilize ticketing system to manage customer requests/issues and maintain records of
work performed.
• Perform other duties as assigned.
Qualifications
• Knowledge of Windows operating systems, Microsoft products, and desktop support
principles.
• Experience with Microsoft Active Directory and Azure Active Directory.
• Familiar with computer imaging, system settings, drivers and updates.
• Understanding of workstations, printers, and peripheral maintenance and support.
• Familiar with ITIL practices.
• Strong problem-solving skills and ability to work independently.
• Excellent communication and customer service skills.
• Ability to lift and transport computer equipment as needed.
• Valid driver’s license and reliable transportation needed to support multiple locations

Requirements

Top Skills & Years of Experience:
- 1-3 years customer service experience providing IT desktop support
- 2-year degree in an IT related field or current progress towards a degree in combination with experience.
- Working knowledge with Microsoft Active Directory.
- Working knowledge with Microsoft SCCM imaging software.
- Provide daily support for PC hardware and software, including Windows 11, Office 365 and other departmental and enterprise applications.
- Participate in installing, configuring, and maintaining computer operating systems and images.
- Install and troubleshoot peripherals for users, including printers, scanners, and AV equipment.

Nice to Have Skills:
- Aid in troubleshooting smartphones and other related ad hoc devices.
- Point of Sale experience.

Project Details: The technician identifies, prioritizes, and resolves technical issues in accordance with ITIL best practices. The role emphasizes clear communication with users of varying technical skill levels, effective ticket and work queue management, and proactive identification of recurring issues to support continuous improvement. Environments include working inside and possibly outside in all weather conditions.