Desktop Support

Job Description
POSITION SUMMARY:

The Desktop Support Point Of Sale Technician serves as the first point of contact for IT related support,

providing tier 1 and 2 client support for all technical issues relating to hardware, software, printing,

connectivity, mobile technology, Point of Sale Technology, and user set up and authorization, working all

requests, incidents and problems through to resolution. A critical role of the Desktop Point of Sale

Technician will strive to provide the best possible end user computing experience for all MC employees.

The Desktop Support Point of Sale Technician will be hands on with maintaining a Point of Sale

infrastructure while also assisting in printer setup and maintenance, peripheral hardware support and

maintenance and user account maintenance. This role is committed to addressing recurring issues

through consistent ITIL practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide daily support for PC hardware and software, including: Windows 11, Office 365 and other

departmental and enterprise applications.

• Participate in installing, configuring, and maintaining computer operating systems and images.

• Install and troubleshoot peripherals for users.

• Aid in troubleshooting smartphones and other related ad hoc devices.

• Ability to work outside of normal business hours to meet customer demand. (Nights & Weekends)

• Asks appropriate probing questions to gather relevant information to aid in resolution of request.

• Documents, tracks and monitors client incidents and requests in ticketing system to ensure timely

and accurate resolution.

• Sets client expectations when opening and assigning tickets and ensures all request/services are

executed on time in accordance with service level agreements with the business.

• Prioritizes and escalates support incidents and requests based on business impact and

documented guidelines.

• Makes recommendations to better assist end users and improve the overall efficiency of daily

operating procedures.

• Acquires and maintains current knowledge of core hardware standards and applications, as well as

new technologies/applications being introduced in order to provide technically accurate solutions

to clients.

• Assists in special projects as needed.

• Assist the Milwaukee County Zoo in day by day Point of Sale operation to ensure smooth business

operations.

COMPUTER SKILLS:

• Workstation, printer and peripheral maintenance and support skills.

• General understanding of Client/Server environment.

• Familiarity with Microsoft Active Directory.

• Solid understanding of Microsoft products including Windows operating systems and the Office

suite of applications.

• Demonstrate analytical approach to problem resolution.

• Excellent documentation skills

• Familiarity with Microsoft SCCM imaging software

• Basic understanding of what a Point of Sale is and how it functions on a fundamental level

QUALIFICATIONS:

• Ability to understand basic business practices.

• Ability to manage working in a high stress environment.

• Take ownership for work and initiative for requests, incidents and problems.

• IT Professionalism in all aspects of the position.

• Outstanding customer service skills and attitude.

• Ability to prioritize projects and customer requests.

• Able to work weekends and holidays.

• Able to work in unsavory conditions, rain, snow, unclean environments.

COMPETENCIES:

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses

intuition and experience to complement data; designs workflows and procedures.

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes

information skillfully.

• Team Work - Works as a team member at the Milwaukee County Zoo or other Milwaukee County

locations; balances team and individual responsibilities; exhibits objectivity and openness to

others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts

success of team above own interests; supports everyone's efforts to succeed; recognizes

accomplishments of other team members.

• Cost Consciousness - Works within approved budget; develops and implements cost saving

measures; contributes to profits and revenue; conserves organizational resources.

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; works

ethically and with integrity; upholds organizational values and follows documented departmental

policies and procedures.

• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment;

supports and explains reasoning for decisions; makes timely decisions.

• Communication - Demonstrates effective communication and achieves smooth handoffs;

excellent customer service skills and acumen with the ability to consistently communicate

successfully with all types of employees.

EDUCATION/EXPERIENCE:

• 1-3 years customer service experience.

• 2-year degree in an IT related field or current progress towards a degree in combination with

experience.

CERTIFICATES AND LICENSES:

No certifications required; A+ certifications preferred.

SUPERVISORY RESPONSIBILITIES:

No supervisory responsibilities.

Requirements

Project Details: This position is at the Milwaukee County Zoo delivering support for special events and to our County staff's IT end-user, first level network and point of sales infrastructure. The resource would be assisting, and taking direction from, the onsite Zoo IT technician. A good fit would be someone that can work independently, enjoys the outdoor zoo environment, and interacting with people in person to deliver a good customer experience. There will be much walking.

Additional details: Onsite, possibly wet and dirty working conditions. Typical work week would be Sun, Mon, Tue, Wed & Friday- 8 hour shifts onsite at the Milwaukee County Zoo.

Top Skills & Years of Experience:

- 1-3 years customer service experience.

- 2-year degree in an IT related field or current progress towards a degree in combination with experience.

- Familiarity with Microsoft Active Directory

- Familiarity with Microsoft SCCM imaging software

Nice to Have Skills:

- Provide daily support for PC hardware and software, including: Windows 11, Office 365 and other departmental and enterprise applications.

- Participate in installing, configuring, and maintaining computer operating systems and images.

- Install and troubleshoot peripherals for users.

- Aid in troubleshooting smartphones and other related ad hoc devices.

- Point of Sale Experience