DETAILS :
This Desktop Support position provides expert-level technical assistance in supporting and preparing desktop-supported applications and hardware. This position requires extensive knowledge and experience with desktop technology, including, but not limited to, Windows desktop operation systems, desktop applications, Multi-Function Devices (print / fax / copier / scanner), and wireless devices such as Android phones, iPhones, and / or iPads.
This position receives escalated-level support issues from an internal Service Desk. The candidate shall have expert-level experience in a Desktop Support position and be familiar with a variety of concepts, practices, and procedures related to Desktop Support.
The Desktop Support person relies on extensive experience and judgment to plan and accomplish goals. The candidate will independently perform desktop-related tasks and act as a desktop expert to resolve end-user issues daily. The candidate may also lead and direct the work of others. A wide degree of creativity, self-direction, and prioritization is expected.
This position requires on-call / stand-by hours, which could require the candidate to work more than 40 hours per week. This position is headquartered at the DCF Milwaukee office located at 26th St & Wisconsin Ave.
REQUIRED SKILLS :
- Independently perform a variety of desktop support-related tasks.
- Proficiency with desktop concepts, practices, and procedures.
- Advanced knowledge of desktop technology.
NICE TO HAVE SKILLS :
Familiarity with remote desktop management tools.Experience in technical writing and documentation.Analytical and problem-solving skills.Advanced customer service abilities.Proficiency with Active Directory, MS Office, and Microsoft MECM / SCCM.Understanding application installation and troubleshooting, including Mac OS X and Windows 10 / 11.Knowledge of VMware Horizon Client and mobile device management tools.INTERVIEW PROCESS :
Initial interviews will be conducted via phone or web; an in-person interview may be required.A real-time screenshot photo of the candidate must be uploaded before the interview.Candidates must provide three professional references, one at a supervisory level.ADDITIONAL DETAILS :
Selected candidates must use personal equipment meeting the following specifications :Candidates must install the latest VMware Horizon Client.A 7-year background check is required. Fingerprinting may be necessary for access to Federal Tax Information (FTI).On-call or standby hours may be required, and candidates must be available for in-person reporting as needed.No work outside the United States is allowed.Relocation expenses will not be covered. Candidates must be based in WI or willing to relocate within 30 days.Selected candidates must follow all onboarding requirements, including security training, certifications, and sub-contracting disclosures.Mobile device may be subject to sole use requirement for DCF work only and will require management via a DCF mobile device management system.ADDITIONAL SKILLS MENTIONED :
Remote Desktop Management ToolsExperience in technical writing and documentationAnalytical / problem solving skillsCustomer ServiceExcellent oral and written communication skills and advanced customer support skillsTechnical Assistance and user supportMS Office productsActive Directory ToolsGeneral understanding of Microsoft MECM / SCCM (for patch management, software deployment, and inventory management)Installation and maintenance of PC’sKnowledge of Omnissa Horizon, VMWare workstation, Microsoft VPC or similar productMobile device management (iPad, iPhone, Android)Troubleshooting all hardwareApplication Installation, Support, and TroubleshootingMac OS XMS Windows 10 and Windows 11
