Desktop Support Technician

The CTS Desktop Support Level 2 Technician provides support for customers consisting of, but not limited to: end user technical support, desktop & laptop hardware support, Operating System support, software support, and documentation as requested. The position level requires an intermediate-to-advanced skill set, completion of the Dell Warranty Parts Exam, and/or the Mac Service Certification Exam as needed. This position operates under general supervision.

·      Intermediate- to advanced- knowledge of information technology and an aptitude for acquiring technical knowledge.

·      Previous desktop support experience in a higher education environment desired.

·      Excellent organizational skills.

·      Excellent written, verbal and interpersonal communication skills, ability to interact well in a team environment, strong self-motivation, and a keen desire to help clients are required.

·      Working knowledge of networking concepts and technologies, including TCP/IP and Microsoft networking.

·      Basic knowledge of Active Directory, device management utilities such as SCCM, and JAMF.

·      Demonstrates leadership in a fast-paced environment.

·      Ability to remain professional in stressful situations.

·      Ability to produce accurate technical documentation and end user instructions/FAQs.

·      Work closely with Desktop Support staff to provide efficient service to clients.

·      Assist in researching technical issues.

·      Record time and detailed resolution of issues in our incident management system.

·      Provide intermediate level of technical support in client’s environment, ensuring timely service and appropriate issue resolution.

·      Escalate technical support issues that cannot be resolved to ensure timely service and issue resolution.

·      Responsible for ensuring the security and confidentiality of customer records and information; protect against any anticipated threats or hazards to the security or integrity of such records; and protect against unauthorized access to or use of such records or information that could result in substantial harm or inconvenience to any customer.

·      Other duties as assigned.

Level 2

N/A

Minimum hours as designated, not to exceed 25 hours per week, are required for this position during business hours.

·      UWM campus wide CTS client locations

·      A workstation will be provided so that all job duties can be performed as required.

CTS Desktop Support Liaison

CTS Desktop Support Liaison

Permanent Desktop Support Staff

It is the responsibility of this position and individual, as a University of Wisconsin Milwaukee employee, to ensure the security and confidentiality of customer records and information; protect against any anticipated threats or hazards to the security or integrity of such records; and protect against unauthorized access to or use of such records or information that could result in substantial harm or inconvenience to any customer.