Desktop Support Technician

The mission of the Medical College of Wisconsin is to be a national leader in the education and development of the next generation of physicians and scientists; to discover and translate new knowledge in the biomedical sciences; to provide cutting-edge, interdisciplinary and compassionate clinical care of the highest quality; to improve the health of the communities we serve. Founded in 1893 as the Wisconsin College of Physicians and Surgeons. Formerly associated with Marquette University.

Primary Functions

• Document and route, resolve, or escalate incidents and service requests within Service Management system.
• Respond to inquiries in person, over the phone, or via email with a high rate of first contact resolution.
• Act as single point of contact for customer / user base.
• Monitor / cycle Service Management queue according to a first in first out priority, while adhering to defined impact and urgency classifications.
• Perform User Account Management within Active Directory
• Assist in documenting internal processes and procedures.
• Participate in the knowledge management process, creating and reviewing knowledge articles, and performing root cause analysis.
• Handle / perform functional and hierarchal escalations.
• Design and document technical processes and procedures.
• Serve as a communication link between business partners and departments.
• Collaborate with Desktop team on advanced technical issues.
• Assist with onboarding of new team members.
• 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.

Specifications

• Appropriate education and/or experience may be substituted on equivalent basis
• 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)
• All your information will be kept confidential according to EEO guidelines.