Job Description

Job Responsibilities:

Position Summary: Provide outstanding end-user support while troubleshooting and resolving technology issues for the organization. The range of supported technology includes but is not limited to desktops, laptops, applications, servers and services, remote connectivity, and telephone/communication devices.

Essential Functions:

• Manage end-user interactions – Provide the first level of contact for WCS issues. Reach out to end-users to further understand their needs, advise them on solutions, and provide a resolution that is tested and complete. Communicate clearly and calibrate language for non-technical understanding when necessary. Engage other teams if needed.
• Manage caseloads – Manage a wide variety of tickets, some with short solution timeframes and some with extended resolution times. Report on progress as needed to individuals outside of the IT department. Manage, complete, and/or escalate complex support cases.
• Monitor key issues - If repeating incidents appear to be part of a larger issue, take ownership of creating a solution or policy which provides a permanent solution. Recommend procedure modifications or improvements, if needed.
• Remain current on support changes - Engage in informational calls on changes in technology, project meetings requiring IT support, application upgrade information, and any other information the IT department requires to successfully support technology tools and services. Share knowledge with the team and document information for repeatable and consistent service.
• Project-based work – Assist and/or manage projects as we move to advance WCS alongside our strategic plan. Closely work with others outside of the IT department to accomplish common goals and document processes and policies along the way.
• Training and development - Independently participate in ongoing training sessions, webinars, and professional development courses.

Other Duties and Responsibilities:

• Assist with special projects assigned by the IT Manager.
• Be on call to address after-hours support needs as necessary.
• Suggest improvements to increase efficiencies related to IT procedures.

Job Qualifications:

Minimal Qualifications:

• Requires minimum of 2-year technical degree in Information Technology or related field OR 2 years’ experience.

Preferred Qualifications:

• Experience administering software licenses and renewals.
• Office 365 administration experience.
• Configuration and management of mobile devices.
• Experience with VOIP systems.
• Experience with IT camera systems.

• Knowledge of common information technology issues with ability to resolve.
• Great customer service and PC, laptop, windows 10/11, and printer trouble-shooting skills.
• Experience working with 3 rd party vendors.
• Excellent verbal and written communicator.
• Ability to maintain focus.
• Strong attention to detail.
• Ability to multi-task.

Other Job Information (if applicable):

Work Relationship and Scope:

Reports directly to the IT Manager. Has contact with vendors, employees, supervisors, and program directors. Must be able to work both independently and from a team approach with a high degree of confidentiality.

Personal Attributes: Follow agency Code of Conduct. Adhere to established policies and procedures of the agency and of all funding sources. Conduct self in an ethical manner. Maintain professional and respectful relationships with all WCS staff, participants, external persons and agencies involved with service provision. Sensitivity toward cultural, ethnic and disability issues. Demonstrate a commitment to agency values and mission.

Working Conditions:

Workload includes a combination of deskwork and physical labor throughout the agency facilities. Travel to other WCS locations within southeast Wisconsin is required. After-hours support is sometimes required.

Physical Demands:

Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public using telephone and face-to-face contact as normally defined by the ability to see, read, talk, hear, and actively listen. Some tasks will require manual lifting of computer and network gear weighing up to 50 pounds as well as maneuvering under desks for cable management.

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