Desktop Support
Desktop Support
Posted on :
10-04-2025
Employer Active
1 Vacancy
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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 everyones 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:
13 years customer service experience.
2year 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 staffs IT enduser 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:
13 years customer service experience.
2year 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
Employment Type
Full-Time
Key Skills
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