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About the position
The Service Desk Technician at Milwaukee County is responsible for providing level 1 and 2 support for various technical issues related to hardware, software, and connectivity. This role emphasizes exceptional customer service and effective communication with users of varying skill levels, ensuring that all requests and incidents are managed efficiently and resolved in a timely manner. The technician will also focus on addressing recurring issues through ITIL practices, contributing to a high standard of service delivery within the Information Management Services Division.
Responsibilities
- Provide level 1 and 2 support for technical issues related to hardware, software, and connectivity.
- Manage requests, incidents, and problems through to resolution.
- Deliver exceptional customer service by actively listening to users and empathizing with their concerns.
- Communicate effectively with users of different skill levels and customer types.
- Follow ITIL practices to address recurring issues and improve service delivery.
- Prioritize and resolve incidents and requests as directed by management.
Requirements
- Experience in providing technical support for hardware and software issues.
- Knowledge of ITIL practices and service management processes.
- Strong customer service skills and ability to communicate effectively with users.
- Ability to manage a work queue and ticketing system.
Nice-to-haves
- Experience with mobile technology and point of sale systems.
- Familiarity with network connectivity issues.
Benefits
- Competitive hourly rate ranging from $24.61 to $36.91.
- Comprehensive benefits package including health insurance and retirement plans.
