Help Desk Technician

Help Desk TechnicianMilwaukee, WisconsinOnsite / HybridInitial 3 YearsTwo (2) Additional 1-Year Extensions5 YearsClient is seeking an experienced Help Desk Technician to provide first-line and second-line technical support for City employees, departments, and business users. The selected consultant will be responsible for installing, configuring, upgrading, troubleshooting, and maintaining desktop applications, operating systems, hardware, and peripheral devices while ensuring timely resolution of technical issues and service requests. The Help Desk Technician will serve as a primary point of contact for users experiencing technical difficulties and will be responsible for diagnosing issues, resolving trouble tickets, escalating complex incidents when necessary, and ensuring excellent customer service throughout the support process. The ideal candidate will possess strong technical troubleshooting skills, excellent communication abilities, customer service experience, and hands-on knowledge supporting enterprise desktop environments and business applications.Experience• 3+ years of Help Desk, Desktop Support, or Technical Support experience.• Experience installing, configuring, and upgrading desktop applications.• Experience troubleshooting hardware, software, and operating system issues.• Experience managing and resolving trouble tickets.• Experience supporting Microsoft Windows environments.• Experience supporting Microsoft Office and productivity applications.• Experience supporting printers, scanners, and peripheral devices.• Experience supporting remote users and remote access technologies.• Experience utilizing ticketing and incident management systems.• Experience providing technical support in enterprise environments.• Experience documenting technical issues, resolutions, and procedures.Skills• Strong troubleshooting and problem-solving skills.• Excellent customer service and communication abilities.• Strong desktop and application support knowledge.• Ability to diagnose hardware and software issues.• Knowledge of Windows operating systems.• Knowledge of Microsoft Office applications.• Ability to prioritize and manage multiple support requests.• Strong documentation and organizational skills.• Ability to explain technical concepts to non-technical users.• Strong attention to detail and follow-through.Preferred Qualifications• Government or Public Sector experience.• Experience supporting Active Directory environments.• Experience supporting Microsoft 365.• Experience supporting remote desktop technologies.• Experience supporting mobile devices and tablets.• Experience with ServiceNow, Remedy, Jira Service Management, or similar ticketing systems.• Experience supporting network connectivity troubleshooting.• Experience supporting enterprise software applications.• Technical certifications such as:CompTIA A+CompTIA Network+Microsoft CertificationsHDI Support Certifications