27 Desktop Support jobs in Pewaukee

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Role: Desktop Support
Location: Milwaukee, WI
Duration: 6+ Months
Required Skills: Desktop Support, Inventory, Windows
Job Description:
Physically work on handling IT Asset inventory, IT Hardware, Application and Workstation troubleshooting.
Hands on experience in MTR solutions , and AV devices handling , and basic troubleshooting.
Experience in Windows/ MAC OS & Good communication skills with ability to converse comfortably with Senior Leaders (VIPs)

Responsibilities
(1.) To provide support for on call escalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

For more information and other jobs available please contact our recruitment team at To view all the jobs available in the USA and Asia please visit our website at

We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first.

Start your journey with Excis and grow with us!

What You’ll Do:

What You Need:

Why Join Us?:

At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.

Ready to make a difference and grow your career? Apply now to join Excis in Milwaukee, Wisconsin, US.  and be at the forefront of IT support excellence!

• 1-3 years customer service experience.
• 2-year 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

• 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

1. Utilizes corporate resources to investigate, diagnose, resolve, and document support requests and/or issues from users.
2. Utilizes corporate reporting/ticketing system to thoroughly record and track requests/issues from outset to their resolution, while maintaining communication with the requestor(s) as necessary.
3. Uses experience, knowledge, and research to troubleshoot and resolve incidents. Determines root causes of observed trends and/or repeated incidents.
4. Escalates issues/incidents to appropriate area(s), as needed, for timely resolution.
5. Maintains awareness of overall network and systems availability.
6. Analyzes end user's needs to provide recommendations related to most appropriate and efficient use of technology required to accomplish user's tasks.
7. Provides input and recommendations on technological changes based on observations of user and organizational needs.
8. Recommends long-term solutions based on applied knowledge of computer software, hardware, and procedures; incident research; collaboration with peers/team members to recommend long-term solutions.
9. Ensures cyber safety protocols and procedures are followed. Reports potentially risky/unsafe conditions or behavior.
10. Assists with infrastructure backup and restore procedures according to provided instructions and IT business practices.

1. Maintains and updates user device tracking and inventory information for all UMOS technology hardware equipment and software.
2. Install software, computer systems, and peripheral equipment.
3. Assists in implementing automated tasks to reduce manual installation, configuration, and maintenance needs.
4. Ensures use of technology hardware, software, and cloud services are used and configured following appropriate organization and cyber safety practices.
5. Maintains high level of technical knowledge through interactions with other IT personnel, vendors, technical resources, and training.
6. Assist with software and hardware testing to evaluate ease of use and effectiveness for user needs.

1. Reviews and revises technical and user documentation, processes, and procedures.
2. Prepares written and electronic reports, correspondence, and other documents as needed.
3. Maintains confidentiality of network users, data, lists, rights, and permissions.
4. Attends meetings, conferences, and other workshops as assigned, performs special projects and other related duties as assigned.

1. AA Degree in Computer Science, Data Processing or equivalent combination of education, training, and work experience.
2. Three or more years of delivering user system support including but not limited to: Windows 10/11, Microsoft Active Directory, Microsoft Entra (Azure) AD, Office 2019/365, Microsoft Intune, audio, and video conferencing technologies (e.g., Zoom, Teams).
3. Industry recognized IT Support Certifications a plus.
4. Advanced knowledge of company supported software and user hardware including desktops, notebooks, IOS tablets/phones, and peripherals.
5. Working knowledge of IP based enterprise networks.
6. Manual dexterity necessary to operate computer keyboard and to install system hardware
7. Physical strength to move and set up multiple user system workstations and peripherals.
8. Able to work with confidential information. Demonstrated ability, through experience or education, to work independently and in a team environment, to analyze and understand detailed information.
9. Bilingual (Spanish) a plus.
10. Must have and maintain a valid Wisconsin driver's license and reliable transportation for travel to and from remote UMOS locations and for the transportation of PCs and peripherals.

1. While performing the duties of this job, the employees is required to communicate or listen.
2. Frequently required to stand and sit.
3. The employee is occasionally required to walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
4. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 50 pounds.
5. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
6. The employee is occasionally required to drive.
7. The employee is frequently exposed to moderate temperature generally encountered in a controlled or uncontrolled temperature environment.
8. The employee is exposed to moderate noise levels depending on type of equipment use.
9. Repetition motion of the hands & fingers.

The Tier 1 Help Desk IT Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues for a public sector client. This position will primarily operate within the ServiceNow platform to log, track, and resolve IT support tickets. The Tier 1 Help Desk IT Specialist will serve as the first point of contact for employees seeking technical assistance and will escalate issues as needed to Tier 2 support personnel.

This is a remote position.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

- Professional Communication: Tier 1 staff are expected to maintain professionalism in all forms of communication with customers, Tier members, and associated contacts.

- Understanding of Help Desk Process: Ensure a complete understanding of the client's Help Desk process, including ticket assignment, categorization, proper escalation, and resolution.

- Issue Reporting: Bring any issues concerning employees to the attention of the Help Desk Team Lead, who will then notify the Help Desk Manager.

- Clear Communication: All written and verbal communication to all parties must be clear, concise, appropriate, and understandable.

- Systems Health Check: Conduct a systems health check every business day at 7 am and report findings to designated email recipients, primarily the operations team.

- Utilization of FAQs and Knowledge Base: Utilize provided FAQs and knowledge base to promptly address or route tickets, with the goal of resolving as many tickets on first contact as possible.

- Phone Answering Protocol: Use a provided script for answering phones for every incoming call to the Help Desk.

- Ticket Handling: Be prepared to handle tickets via email, phone, or other channels as they come into the Help Desk. Retrieve tickets at designated intervals throughout the business day.

- Understanding of Ticket Management System: Possess a complete understanding of the OTS Ticket management system used by the client's Help Desk.

- Information Gathering and Transfer: Obtain and provide all necessary information for tickets to be worked properly. Contact the client's employees who submitted tickets to obtain missing information prior to transferring tickets.

- Documentation: Include all information submitted by ticket submitters, including screenshots and attachments, when transferring ticket information to other parties. Document all communication regarding a ticket in the ticket management system in a timely manner.

- Security Access Requests: Ensure hard copy security access request documents have correct signatures before transferring to the next level for processing.

- Timely Communication: Communicate with all parties efficiently and timely to obtain necessary information.

- Ticket Transfer Coordination: Coordinate the transfer of tickets between Help Desk tiers/groups, including external Help Desks, to mitigate confusion/disagreements between parties.

- Aging Ticket Management: Ensure aging tickets (tickets over 5 days old) are actively addressed by daily follow-ups with assigned personnel.

- Acknowledgment of Requests: Acknowledge, with return communication, receipt and completion of requests for action from all parties.

- Defect and Resolution Approach Communication: Contact client's employees if another Tier identifies issues as defects, change requests, or other resolution approaches using provided scripted email resolution.

- Survey Response Review: Conduct a daily review of incoming ticket survey responses and follow up with client's employees needing further assistance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- Resolution Response Review: Conduct a daily review of all resolution responses from all Tiers to ensure quality assurance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- PII Recognition and Notification: Recognize and properly address Personally Identifiable Information (PII), following set protocols, and notify the Help Desk Lead, who will notify the Help Desk Manager.

- Out-of-Office Ticket Addressing: Address all tickets, including those assigned to other Tier 1 members who are out of the office, without delay.

- Urgent Ticket Handling: Recognize and address certain tickets as urgent, including but not limited to employee out-of-cycle pay requests, employee separation requests, OIG audit requests, and financial document processing issues.

Job-Specific Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

- 1+ years of work experience required.

- Proven experience in a technical support role, preferably in a Help Desk or Service Desk environment.

- Proficiency in using the ServiceNow platform for IT service management and ticketing.

- Strong knowledge of computer hardware, software applications, operating systems, and network protocols.

- Excellent troubleshooting and problem-solving skills with the ability to resolve technical issues efficiently.

- Effective communication skills with the ability to convey technical information clearly to nontechnical users.

- Customer-focused approach with a commitment to delivering high-quality IT support services.

- IT certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

- Working Conditions:

- This position may require occasional evening or weekend work to support system upgrades or resolve critical issues.

-Contingent upon Individual's ability to obtain security clearance and approval of badging.

#techjobs #clearance

Minimum Requirements

TCS146, T2, Band 5

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

45,000.00

Maximum Salary

$

60,000.00