Desk Side Support Technician - Contract

Motrex LLC•Milwaukee, WI

1d•Onsite

About The Position

The Contract Desk Side Support Technician provides break-fix IT support to the user community, diagnosing and troubleshooting PC hardware and software issues while delivering high-quality customer service. The role supports desktop computers, laptops, peripherals, Zebra printers and scanners, and other user technology. It is based onsite at Motrex’s Milwaukee, Wisconsin manufacturing facility and is described as part-time, ideally Tuesday and Thursday mornings for about four hours each day, totaling eight hours per week. The description also states that the position is onsite five days a week, which conflicts with the stated two-morning schedule. The technician provides in-person, phone, and online support; prepares and deploys equipment; maintains hardware and software inventories and asset records; works with vendors and internal support groups; installs and maintains software; and documents incidents and changes. The role may involve emergency troubleshooting outside normal work hours and technical support on the plant floor. The technician contributes feedback and technical support when standards, procedures, and best practices are developed, but is not responsible for developing them independently. Work is primarily in an office, with periodic presence in manufacturing and production areas. Plant-floor work may involve moving machinery, noise, dust, fumes, changing temperatures, and other industrial conditions; required PPE must be worn in designated areas. Physical demands include communicating, remaining stationary for extended periods, operating standard office equipment, occasional movement around the office, and occasionally lifting or moving items up to 40 pounds.

Requirements

Three or more years of experience supporting PC needs in enterprise-level organizations.
Flexibility and adaptability, with the ability to meet tight deadlines.
Working understanding of Windows 11, Active Directory, and Microsoft Office applications.
Working understanding of network topologies and technologies, including Ethernet and TCP/IP.
Working understanding of smart-device technology, including iPad, iPhone, and Android devices.
Excellent communication skills and the ability to communicate professionally and confidently at all levels.
Strong organizational skills and a solution-based, problem-solving mindset.
Ability and willingness to work independently and as a member of the North American local support team.
Ability to keep relevant parties informed of support-work status in a timely manner.
Reasonable understanding of ITIL and ITSM environments.
Ability to meet the physical demands of the position, including occasional lifting or moving of items weighing up to 40 pounds.

Responsibilities

Provide face-to-face, phone, and online break-fix support to the enterprise user community.
Maintain, troubleshoot, repair, and image desktop computers, laptops, peripherals, and Zebra printers and scanners.
Perform occasional emergency troubleshooting and repairs outside normal work hours.
Prepare and manage deployment of PCs, laptops, and printers, and maintain inventory of deployed hardware and software.
Document, catalogue, and keep IT assets up to date in the CMDB tool.
Interface with vendors in support of hardware and software systems.
Install and maintain software and application resources.
Communicate with other Motrex support groups and provide hands-and-feet support as required.
Document relevant activities, changes, and incidents for future reference, auditability, and knowledge continuity.
Support technical issues on the plant floor.
Provide input, feedback, and technical support during development of standards, procedures, and best practices.
Take on additional responsibilities as needed to support the team and company goals.