W2 - Technician II (customer service, install, configure, repair and maintain computer H/W) - Onsite

Description:

The client is looking for a Technician II in Milwaukee, WI.

Top Skills & Years of Experience:
Minimum 1-2 years' experience required
- Excellent customer service skills and experience
- Ability to collaborate with customers and co-workers
- Proven ability to install, configure, repair and maintain computer hardware

Nice to Have Skills:
- Knowledge of computer networking principals
- Knowledge of digital audio recording equipment
- Knowledge and understanding of user account in an Active Directory environment

Interview Process: 1-hour in-person interview in Madison, WI

Duration of the Contract: 6 months with potential for extension.

Onsite or Remote? Must be local to WI or willing to relocate at the candidate's expense prior to starting.

Additional details: Must be able to travel throughout the State of Wisconsin with overnights. Must have own vehicle and hold a valid
driver's license. Mileage will be reimbursed at $0.51/mile from their normal place of work to the off-site location and return trip.

Summary Description
Under the supervision of a Technical Unit Supervisor, this position is part of a team that has overall responsibility for the computer and network infrastructure that supports the operations of the Wisconsin Court System enterprise, which includes over 6,000 computing devices. Specifically, the Field Service Technician for Districts 1, 2 and 3 will service court customers in Districts 1, 2 and 3 (southeast corner of the state) and will be based in the Milwaukee County Courthouse. This position has five main areas of responsibility (1) installs, configures and troubleshoots computer hardware and user configurations. (2) manages inventory of local repair hardware; (3) uses the service ticketing system to ensure customer hardware service requests are resolved per established SLAs; (4) works closely with CCAP Technicians and local IT staff as needed to quickly solve customer issues; and (5) maintain customer hardware inventory counts. This position is expected to work in Milwaukee County Courthouse and Children's Court 3 to 4 days a week and travel to additional counties in southeast Wisconsin the other days. Travel requirements will fluctuate based on time of year and CCAP's workload.

Tasks and Percentages
Installs, configures and troubleshoots computer hardware and user configurations (40%)
Support digital audio recording systems and other courtroom technologies
Support recent versions of Microsoft Desktop operating system.
Support recent user desktop configurations.
Support computer hardware and peripherals
Manages local inventory and reports on hardware levels (15%)
Effectively uses the service tracking system to ensure customer requests are satisfied within established SLAS (15%)
Works with CCAP Technicians and local IT staff to ensure customer problems are resolved in a timely fashion (15%)
Maintains current customer hardware inventory counts in counties (5%)
Reacts to technical emergencies (5%)

Knowledge, Skills, and Abilities Required
Ability to setup computers, related peripherals and audio/visual equipment.
Knowledge of computer operating systems and hardware.
Skill in maintaining computer equipment in courtroom, offices, desks, and central server areas.
Skill in technical troubleshooting.
Skill in providing professional customer service.
Skill in verbal and written communication.
Knowledge of local and wide area networking.
Ability to implement infrastructure hardware, address technical emergencies, and implement cyber security policies.

Education and Experience Required
Associate's Degree in computer science, computer technician, or related field.
A minimum of two years of relevant technical experience, including:
Experience in computer hardware and software support and maintenance.
Experience installing, configuring, upgrading and troubleshooting computers, printers, scanners, and other peripherals.
Experience providing phone-based technical support.

License and/or Certificates Required
Must meet the minimum standards for driving a state vehicle. Must be able to travel throughout the State of Wisconsin with overnights.

Contacts
Works closely and on a routine basis with others in CCAP and the Wisconsin Court System including clerks of circuit court and county staff, the judiciary and their staff, county information technology and facilities staff, network administrators, court system department managers, and their staff and consultants.

Supervisory Authority
This position is responsible for coaching, reviewing, and educating team members, but does not have direct supervisor authority.

Work Environment
The Field Service Technician position generally works indoors in an indoor office setting with temperature controls and reasonably low noise levels. Travel to off-site locations is frequently required for installation and maintenance of computing equipment throughout the state, and will fluctuate based on work plans.

Physical Demands
The Field Service Technician requires a significant amount of physical effort. Physical demands include frequent lifting, standing, walking, sitting, handling, grasping, talking, hearing, repetitive motions, and hand-eye-foot coordination. Physical demands can also include occasional reaching and feeling, carrying, pushing, pulling, climbing, balancing, stooping, kneeling, crouching, and crawling. Employee will occasionally move objects weighing up to 75 pounds.