Desktop Support Technician

Medical College of WI; Milwaukee (WI); On-site; USD 40,000 - 60,000; Full time

Job summary

Medical College of WI seeks an IT Support professional in Milwaukee, WI. The role involves managing service requests, user account management, and providing support in a customer-focused environment.

Applicants should have a minimum of 3 years of experience and a high school diploma, with preference given to candidates holding a Bachelor's in a related field and additional certifications. A strong ability to communicate and work effectively in a team is essential.

Qualifications

• Minimum 3 years of experience in a related role.
• Preferred 4+ years of related experience in IT support.
• Ability to learn new tasks quickly and manage various tasks.

Responsibilities

• Document and route service requests within the management system.
• Respond to inquiries with a high resolution rate.
• Monitor service management queues based on priority.
• Manage user accounts within Active Directory.

Skills

Active listening

Technical generalist

Communication skills

Planning and organization

Attention to detail

Analytical skills

Team collaboration

Education

High school diploma

Bachelor’s Degree in Computer Science or related field

Tools

Service Management system

Active Directory

HDI CSR certification

CompTIA A+ certification

ITIL Foundation certification

Job description

Job Description

Primary Functions

1. Document and route, resolve, or escape incidents and service requests within Service Management system.
2. Respond to inquiries in person, over the phone, or via email with a high rate of first contact resolution.
3. Act as single point of contact for customer / user base.
4. Monitor / cycle Service Management queue according to a first in first out priority, while adhering to defined impact and urgency classifications.
5. Perform User Account Management within Active Directory.
6. Assist in documenting internal processes and procedures.
7. Participate in the knowledge management process, creating and reviewing knowledge articles, and performing root cause analysis.
8. Handle / perform functional and hierarchical escalations.
9. Design and document technical processes and procedures.
10. Serve as a communication link between business partners and departments.
11. Collaborate with Desktop team on advanced technical issues.
12. Assist with onboarding of new team members.
13. Assist other IS staff members with projects and/or administrative tasks as needed.

Knowledge – Skills – Abilities

• Performs active listening and delivery empathy when responding to customer inquires.
• Act as a technical generalist / resource.
• Communicates professionally and clearly verbally and in writing.
• Plans and organizes work according to established priorities.
• Demonstrates cooperation, courtesy and consideration when working with others.
• Demonstrates accuracy and attention to detail.
• Maintains effective working relationships with supervisor and co-workers.
• Demonstrates personal integrity in all interactions.
• Requires basic analytical and problem solving skills.
• Ability to learn new tasks quickly, asking questions as appropriate.
• Complete assignments accurately within established deadlines.
• Ability to work independently and as part of a team.
• Strives to meet and exceed customer needs and expectations.
• Manages and prioritizes various tasks simultaneously.

Qualifications

Specifications

Minimum Required Education: High school diploma

Minimum Required Experience: 3 years

Preferred Education: Bachelor’s Degree in Computer Science, Information Systems, or related field

Preferred Experience: 4+ years of related experience

Certification: HDI CSR, HDI SCA, CompTIA A+, ITIL Foundation (preferred)