What are the responsibilities and job description for the Desktop Support -IV position at Accord Technologies Inc?
Title: Desktop Support -IV
Location: Madision, WI
Position type: Contract
This position reports directly to the IIT User Support Services Manager and will be working as part of a multi-
department user support services team. The Desktop Computer consultant will be responsible for the
routine, first and second level technical troubleshooting, including determining solutions for more complex
issues by leveraging documented procedures and ensuring a high level of customer service to support
mission activities of the institution through information technology (IT).
The Desktop Computer Consultant has 10 or more years of experience in desktop support. Familiar with a variety of concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected.
Job Responsibilities
Location: Madision, WI
Position type: Contract
This position reports directly to the IIT User Support Services Manager and will be working as part of a multi-
department user support services team. The Desktop Computer consultant will be responsible for the
routine, first and second level technical troubleshooting, including determining solutions for more complex
issues by leveraging documented procedures and ensuring a high level of customer service to support
mission activities of the institution through information technology (IT).
The Desktop Computer Consultant has 10 or more years of experience in desktop support. Familiar with a variety of concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected.
Job Responsibilities
- Completes installations, configurations, repairs, automations, and modifications of complex technology hardware,software, and associated components independently
- Identifies, troubleshoots, resolves, and/or escalates more complex first and second level technical problems for various products and services under general supervision
- Receives and responds to inquiries and provides more complex technical information through various communication mediums according to established policies and procedures
- Documents inquiries and responses and recommends procedural improvements to unit leadership
- Knowledge of computer software, operating systems, hardware and networking is required
- Experience with Microsoft Active Directory is required.
- Hardware and software troubleshooting skills are required
- Able to work in a team as well as independently
- Experience in providing professional and courteous customer service is required
- Excellent verbal and written communication skills is preferred
- Three or more years relevant work experience with Windows 10/11 is preferred.
- Two or more years relevant work experience with OSX is preferred.
- Experience and knowledge of computer security is preferred.
- Multiple rounds of virtual interviews.
- Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. This role is 100% On-site in Madison.
- The selected hire MUST have an up-to-date flu shot. Proof of vaccination will be required during onboarding.
- The selected hire is expected to cover parking costs or work out a reimbursement agreement
