Job Title : Desktop Support Tech

Job Location : Racine WI 53403

Onsite Requirements :

• 5 years as a hands-on Desktop Support professional. Deskside Support as well as ticketing systems
• 5 years hands on experience in M365 Support, administration and configuration
• Hands on experience setting up new user accounts and permission groups utilizing AD and Exchange

Job Description :

• We seek to build a team of desktop support technicians (levels I-III) who can be cross-trained to perform multiple functions and are willing to apply their skills in multiple areas.
• Under supervision and with needed training, the Help Desk Technician II will be responsible for tier II (intermediary) technical desktop support, including responding to telephone calls, emails and personnel requests for technical support, including effective provisioning, installation / configuration, operation, and maintenance of system hardware and software.
• They will serve as an escalation point for Tier I technicians.
• The Help Desk is committed to providing the highest level of technical support for our end-users.

Essential Duties :

Provides a high level of customer satisfaction using professional customer service techniques while almost always triaging correctly.

A greater percentage of tickets solved in the most efficient and most communicative way than lower-level technicians.

• Track and resolve help desk requests and respond to customers in a timely manner;escalates issues appropriately
• Adjust and complete tickets based on awareness of current priorities and deadlines while maintaining timely communication and follow ups
• Manage and complete ticket escalations from other technicians;provide additional training as needed to other technicians
• Build relationships with vendors to facilitate software and system support
• Windows desktop, server, and operating system support
• Primarily perform intermediary to advanced daily tasks, support, and administration pertaining to M365 applications
• Create, manage, and discontinue user accounts and groups in all IT managed systems and software
• Primarily perform intermediary to advanced hardware / software installation, configuration, and troubleshooting (PC, laptops, mobile devices, and peripheral devices such as scanners, copiers, printers, monitors, etc.,)
• Primarily perform basic to intermediary network diagnostic, support, and configuration
• Primarily perform basic to intermediary system administration support for departmental desktop software, enterprise applications, and technical administrative systems (group policy, SCCM, AD, Print Management, etc.)
• Primarily perform and coordinate basic to intermediary software installations, implementations, updates and upgrades
• Primarily perform setup, configurations and deployments for organizational system backups, file restorations and systematic updates to end user devices and server environments
• Ability to examine and understand Group Policies to help in troubleshooting
• Perform virus removal and protection with various small business and enterprise level products
• Provide intermediary LAN / WAN technical support for customers by diagnosing and troubleshooting network connection problems with NICs, hubs, cabling, on-site and remote client / server access;

provide limited network administration support for Microsoft Exchange accounts

• Provides Microsoft Windows Server infrastructure support for basic roles (AD, DHCP, DNS, File, Print)
• Recovery testing and troubleshooting to confirm availability of systems where outages have occurred
• Performs secure wiping and decommissioning of devices
• Primarily perform and assist in coordinating hardware deployments, delivery and setup of equipment, hardware imaging, inventory reconciliation and other assigned tasks
• Alert clients, team members, and supervisors when a major problem is suspected
• Draft documentation pertaining to support processes, instructions, policies, and procedures
• Provide additional support for virtual meetings, primarily through zoom, which may occur after regular business hours
• Maintain current knowledge of advancements in all City supported technology, including hardware / software installation, repair, testing, and troubleshooting and use that knowledge in your day-to-day work
• Follow up with customers to ensure issues are resolved in a timely manner
• Provide, assistance and guidance to other Help Desk Technicians and Interns as needed
• Evaluate and provide feedback on effectiveness of new utilities and tools as appropriate or requested
• Expected to participate in an on-call rotation
• Perform other duties as assigned

Minimum Qualifications :

• Technical School Certificate AND MTA, IT Infrastructure or similar certification with 5 years' experience working in technical support, IT device repair, IT Security / vulnerability remediation of which 2 years in desktop support
• Associate's degree in information technology, Information Systems, Computer Engineering, or a similar major with 3 years' experience working in desktop support
• 1 year of basic systems administration experience

Preferred Qualifications :

• Bachelor's degree from an accredited college or university in Information Technology, Information Systems, Computer Engineering, or a similar major
• MCSE or similar certification
• 2 years systems administration

Knowledge, Skills, And Abilities Required :

• Demonstrated experience with help desk procedures and ticketing systems
• Demonstrated excellence with desktop support troubleshooting and analytical skills - Windows, Android, Apple, various smartphones, tablets, and all Microsoft M365 applications
• Demonstrated ability of personally supporting Wi-Fi, DHCP, DNS, HTTP, ICMP, IPv4 / 6
• Demonstrated experience in user setup and administration, roles, profiles, sharing rules, and other security concepts
• Demonstrated excellence with organizational, oral and written English communication and documentation skills
• Demonstrated excellent listening skills to determine user problems
• Demonstrated aptitude for providing excellent customer service (in person, email, and telephone)
• Demonstrated ability to problem solve, prioritize and multitask
• Demonstrated ability to juggle and communicate around multiple priorities
• Analytical, curious mindset, and the ability to learn new technologies and environments quickly
• Knowledgeable, patient, and kind
• Demonstrated excellent time management skills and ability to work independently but also train others
• Demonstrated ability to take initiative on project, priorities, and tasks
• Must consistently meet or exceed required performance criteria

3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.

This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future.