Desktop Support Technician

Job Title: Desktop Support Technician
Location: Milwaukee, WI 53225
Duration: 06 months

Likely to convert to FT, based on performance and behavior.  

Key Responsibilities:   

Includes, but is not limited to, software and hardware support via deskside support or remote support. The candidate will troubleshoot and repair software and hardware issues reported by end users. Experience with Active Directory, including user deletion and password resets. Experience with SCCM to reimage, update, and install software packages or push out Windows or Security updates. Experience working in-house in a corporate or manufacturing plant environment. Experience with the ServiceNow ticketing tool.

Key Job Responsibilities:

• Work as a Level 2 Desktop Support technician and handle tickets escalated from Level 1.
• Provide in-person assistance to end users.
• Provide remote assistance when needed.
• Perform hardware and software troubleshooting and repair.
• Provide hands-and-feet support for troubleshooting data room devices with instructions and guidance from other towers.
• Responsible for hardware and software upgrades and troubleshooting.
• Troubleshoot software and hardware issues for remote users.
• Diagnose and repair Windows desktops and laptops.
• Deploy and configure new PC equipment, including data transfers.
• Perform break/fix activities, including component-level PC peripheral repair and concierge-type customer service.
• Maintain accurate data on customer PC inventory, replacements, and repairs.
• Triage all problems to determine cause and resolution.
• Diagnose and repair PC-level hardware issues. Contact OEM vendors to have warranty devices repaired or replaced.
• Proactively update all service calls and keep end users informed of progress and resolution.
• Provide services promptly to meet customer Service Level Agreements (SLAs).
• Work hours are 8:00 AM to 5:00 PM local time, including a one-hour lunch break.
• Collaborate with the broader North America Field Services team, consisting of 40+ members.