Deskside Support Specialist

Position Summary

The Deskside Support Specialist I is responsible for monitoring and addressing onsite IT support requests triaged to the Deskside Support team via the IT Service Desk. The role handles incidents and service requests, performs troubleshooting, installs and configures hardware and software, and maintains inventory and SLA targets.

• Provide direct technical support for desktops, laptops, tablets, monitors, peripherals, printers / scanners, and mobile devices.
• Deploy, configure, and replace hardware and software, including Microsoft Windows 11 and Office 365.
• Assist with network and infrastructure support, such as Ethernet cabling and basic connectivity troubleshooting.
• Support basic audio‑video setups and user account security/access administration within the scope of RBAC.
• Maintain accurate inventory data in Ivanti Asset Manager (IAM) and update asset records during deployments, transfers, or terminations.
• Adhere to the Incoming Volume Process (IVP), ensuring tickets are resolved or fulfilled in correct priority order with complete documentation.
• Meet 95% Response and Resolution SLA metrics and monthly volume goals set by the IT Service Operations Supervisor.
• Act as a backup for the IT Service Desk, creating tickets and handling basic issues when coverage is needed.
• Participate in projects such as new software rollout, equipment refresh, and physical inventory.
• Deliver bi‑weekly onsite IT orientation sessions for new hires, including creating and maintaining presentation materials.

• Move, sit, stand, bend, reach, and lift 25‑50 pounds throughout the shift.
• Utilize required tools such as laptops, monitors, phones, and technical support equipment.
• Travel to any Rock County location as needed, maintaining a valid driver’s license.
• Operate primarily in indoor environments with occasional site‑to‑site travel.

• High school graduation required; associate degree or higher in an IT‑related program preferred.
• 1–3 years of direct IT technical support experience preferred.
• Basic technical troubleshooting skills in a Microsoft‑based environment (Windows 11, Office 365).
• Knowledge of HP, Microsoft, Samsung, and Apple hardware endpoints; monitors, peripherals, and printers.
• Basic networking and infrastructure knowledge (wired and wireless).
• Familiarity with account management integration (Active Directory, Office 365, Duo).
• Strong communication, customer service, and team collaboration skills.
• Ability to multi‑task, prioritize, and meet deadlines while operating independently or in a team.
• Completion of a mandatory FBI background check via fingerprint analysis is required.

• Health insurance (choice of Dean Health Care or Mercy Health Care).
• Dental and vision plans with employer contributions.
• Life insurance through the State of Wisconsin Plan.
• Retirement participation in the Wisconsin Retirement System (WRS).
• Paid holidays, vacation, and sick leave according to county policy.
• Employee assistance program, parking, and flexible spending accounts.

The County is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, sex, disability, or age.