Desktop Support Technician I - Medicine
Medical College of Wisconsin
Summary
Under general supervision, provides second-tier support to end users Laptop/PC hardware and software. Handles incidents that the Service Desk support is unable to resolve. Provide a high level of customer service in resolving and repair of incidents and service requests. Responsible for handling equipment/software moves, adds, and changes.
Primary Responsibilities
Under general supervision, provides second-tier support to end users Laptop/PC hardware and software.
Responds to inquiries in person, over the phone, or via email with customers in completing incidents or service requests.
Resolves, documents or escalates incidents and service requests within Service Ticket Management system.
Implements and troubleshoots hardware and software deployments and department/user moves/adds/changes.
Simulates, recreates, tests and evaluates user problems for resolution, new hardware or software.
Assists in documenting internal processes and procedures.
Knowledge – Skills – Abilities
Knowledge of computers, electronics, digital media, databases, applications, software development, risk management, and information security.
Customer support, systems analysis, troubleshooting, problem solving, and listening skills.
Qualifications
Appropriate experience may be substituted for education on an equivalent basis.
Minimum Required Education: Associate’s degree
Minimum Required Experience: 2 year’s
Preferred Certification/Licensure(s): HDI SCA
Physical Requirements
Work requires occasionally lifting moderate weight materials, standing, or walking continuously.
Work Environment
Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.
Sensory Acuity
Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.
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Why MCW?
Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
403B Retirement Package
Competitive Vacation and Paid Holidays offered
Tuition Reimbursement
Paid Parental Leave
Employee & Family Assistance Program (EFAP)
Pet Insurance
On campus Fitness Facility, offering onsite classes
Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.
For a brief overview of our benefits see: Benefits Overview
For a full list of positions see: MCW Careers
At MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you. For more information, please visit our institutional website.
MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination:
The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.