End-User IT Technician/Help Desk–Appleton, WI

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End-User IT Technician/Help Desk–Appleton, WI

Appleton, Wisconsin


Full Time Temporary/Contract



Appleton, Wisconsin

Full Time Temporary/Contract


June 10, 2024


Job ID: hsmad610_1718035876

June 10, 2024

Job ID: hsmad610_1718035876

Job Summary

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Position Purpose

The End User Support Technician takes/prioritizes incoming requests, performs troubleshooting, resolves and

documents issues for all County computing technology including hardware, software

and basic network support. Maintains excellent working relationships with IT staff and

supported users. Supports other IT staff as needed.

Key Responsibilities

The following duties are normal for this position. These are not to be construed as

exclusive or all-inclusive. Other duties may be required and assigned.

 Assists all users (internal and external) with software/hardware/network requests

and issues related to County provided systems. Identifies root cause of problem

and fixes it. Accurately maintains required documentation (steps taken, time

logged, etc.) in work order system for each issue.

 Resolves issues/requests in an efficient and timely manner. Follows up with

users as needed to verify issue is resolved. Escalates issues to other IT staff

when appropriate.

 Monitors, prioritizes, and responds to requests from multiple sources including

phone, voicemail, email, and walk-ups.

 Monitors operating status of critical systems, identifies critical messages, and

works with IT staff to determine appropriate corrective action.

 Prepares/Updates training materials and documentation of systems for

Departments, internal IT, and external users. Trains users on proper usage of


 Consults hardware/software manufacturers as needed to resolve issues.

 Processes Security Access and Project Requests.

 Assists IT Teams with backup and user security (password resets, Citrix logins,

and computer account administration).

 Setup, configuration, testing and deployment of new/replacement hardware and

software. Creates and maintains device images as needed. Performs preventive


 Assists with maintenance of records/licenses/registration/warranty of hardware

and software. Maintains proper levels of IT inventory and dispose of outdated

equipment from inventory.

 Recommends new products and procedures. Researches education materials,

new software releases and technology.

 Verifies all County users follow established IT standards.

 Uses tools to configure, test and automatically deploy system wide installations

and updates.

 Schedules, manages and supports the training room and loaner devices

including application setup, hardware setup and security access.

 Administrates, maintains, and monitors the internal IT work order system.

 Coordinates equipment moves between Maintenance, End Users, and IT staff.

 Participates in On Call Rotation.

 Performs other duties as assigned.

Education/Certifications/Experience Requirements

 Associate degree in an IT related field with three years Help Desk or networking


 Or any combination of education and experience that provides equivalent

knowledge, skills, and abilities.

Required or Preferred Skills

 Strong ability to take ownership of assigned tasks and responsibilities.

 Excellent organizational and time management skills. Ability to manage


 Maintains high level of knowledge of all County systems and their related


 Considerable ability to work with, take apart, setup and troubleshoot a variety of

hardware devices (PC's, laptops, WYSE, Smartboards, printers, scanners, etc).

 Considerable knowledge of modern operating systems (Windows 7, 8, 10, etc)

and add-ons such as JAVA.

 Considerable knowledge of Microsoft Office platform and commonly used tools

such as Adobe.

 Considerable knowledge of Active Directory, Domains, Group Policies.

 Considerable knowledge of Antivirus/Malware remediation hardware/software.

 Considerable knowledge of Citrix products.

 Working knowledge of Voice Systems (Phones, Voicemail, Conference Bridges,


 Working knowledge of Imaging Software, document management tools.

 Considerable knowledge of Smart phones and tablets (iOS and Android).

 Considerable knowledge of basic networking concepts (wireless, client/server

topology, etc).

 Considerable ability to troubleshoot in unfamiliar environments. Ability to properly

utilize logging information to diagnose issues and troubleshoot problems.

Recognize trends to identify root cause issues.

 Considerable ability to adapt and learn new technical concepts.

 Considerable ability to learn new software with or without formal training.

 Excellent communication skills and exceptional customer facing skills with a high

degree of professionalism.Logical, clear, and concise written and verbal

communication skills.

 Must display initiative, ability to work independently and within a team and be

able to use independent judgment.Ability to react quickly to a fast paced, rapidly

changing environment.

 Experience and discretion in handling confidential information.

 Considerable ability to coordinate multiple tasks at once.

 Ability to troubleshoot in unfamiliar environments.


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About Beacon Hill

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.

Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.

We look forward to working with you.

Beacon Hill. Employing the Future™