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 1. Document and route, resolve, or escalate incidents and service requests within Service Management system. 2. Respond to inquiries in person, over the phone, or via email with a high rate of first contact resolution. 3. Act as single point of contact for customer / user base. 4. Monitor / cycle Service Management queue according to a first in first out priority, while adhering to defined impact and urgency classifications. 5. Perform User Account Management within Active Directory 6. Assist in documenting internal processes and procedures. 7. Participate in the knowledge management process, creating and reviewing knowledge articles, and performing root cause analysis. 8. Handle / perform functional and hierarchal escalations. 9. Design and document technical processes and procedures. 10. Serve as a communication link between business partners and departments. 11. Collaborate with Desktop team on advanced technical issues. 12. Assist with onboarding of new team members. 13. 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.