Service Operations Technician

Milwaukee County oversees operations from our Airport, Behavioral Health, Child Support, Combined Court Operations, Sheriff's Department, Community Reintegration Center, Human Services, Parks, Public Safety, Public Works, Fleet Operations, Transportation, and at the Zoo. Our departments are also dedicated to our Seniors and those with Disabilities in Aging and Disability Services, and Veterans in Veterans Services. Our employees also remain committed to serving the cultural, human, recreational, and social needs of the entire community.

Milwaukee County offers a wide variety of interesting jobs for people who want to make a difference in our community. Milwaukee County provides a competitive benefit package and is an Equal Opportunity Employer. If disability related accommodations are needed, please contact 414-278-3936. For submitted application inquiries please contact careers@milwaukeecountywi.gov. Please note: an online application must be submitted for consideration.

We are searching for Changemakers to come and join our team and discover our diverse and versatile community of independent spirits and unique talents, we are redefining the way you think about Milwaukee County!

Closing Date: March 23^rd, 2026 or upon receipt of the first 50 application submissions

Service Operations Technician

IMSD - Information Management Services Division

Full time, Hourly

Hourly Rate: $25.37 - $38.03

This role is currently open for Milwaukee County Contractors

Job Summary: A Service Operations Technician provides level 1 and 2 support to all technical issues relating to hardware, software, printing, connectivity, mobile technology, point of sale technology, and user set up and authorization, working all requests, incidents, and problems through to resolution. This role is committed to addressing recurring issues through consistent ITIL practices. With direction from the manager or Team Lead, their responsibilities include identification, prioritization, and resolution of incidents and requests, providing excellent customer service to our end users, communicating in a way that is understood by different skill levels and customer types, and following the expected practices of managing a work queue and tickets that are outlined by leadership.

Job Duties:

• Has responsibility of delivering excellent customer experiences to every customer they support.
• Has the skills, access, knowledge and tools to provide L1 and L2 support on the county's end user IT devices supported by IMSD.
• Coordinate communications with vendors, IMSD teams, managers, and leadership to advocate for customer support needs and requirements. Responding to customer requests in terms of acknowledgments and status reports of all reported service requests.
• Manage ticket queues at Service Desk Plus and ensure their tickets are handled correctly, timely, and within SLA. Must escalate issues to prevent the rate of violations in ticket handling.
• Working with the manager to grow institution knowledge, processes, tools, and skills. Must actively participate in populating the knowledge base with articles relevant to the technologies supported within the county.
• Participate and enforce ITIL based problem management, including escalating, documenting, and communicating.
• Submit change requests and present the change requests in CAB.
• Accurate tracking of IT assets and inventory.

Minimum Requirements:

• Current Wisconsin resident at time of application.
• Valid WI Driver's License and reliable transportation to travel between Milwaukee County locations. Must be maintained throughout employment.

• Associates Degree with at least one (1) year experience in Desktop Support and/or application support OR High School Diploma with at least three (3) years' experience in Desktop Support and/or application support
• At least one (1) year of Customer Service experience

• Intermediate knowledge of all related computer and software applications, such as word processing and spreadsheets

• Must successfully undergo a criminal history background check to maintain security clearance for Milwaukee County Secured Public Safety Facilities.

Knowledge, Skills, and Abilities: Knowledge of office/customer service principles, methods, and practices; oral and written communication skills; analytical skills, skill in data entry and in using a personal computer. Plan and work independently in a fast-paced environment; ability to exchange basic information with internal and/or external contacts. Must maintain sensitive or confidential information. Ability to make decisions of responsibility involving evaluation of information; decisions may require development or application of alternatives or precedents. Ability to lift, carry, push, and pull up to 20lbs.

NOTE: This ORIGINAL APPLICATION is open to qualified residents of the State of Wisconsin. Candidates need to submit a full account of their training and experience (i.e., by submitting an up-to-date resume or by fully completing the application) during this application process and may also be asked to take additional written or performance tests as part of the selection process.

APPLICANTS MUST POSSESS MINIMUM QUALIFICATIONS AT TIME OF FILING APPLICATION

Milwaukee County is committed to fostering an equitable working environment, free from discrimination and harassment, on the basis of any characteristic protected by law. We prohibit any form of discrimination, harassment based on race, color, religion, sex, gender, gender identity or expression, sexual orientation, pregnancy, pregnancy related condition, national origin, age, disability, FMLA status, sexual orientation, military status, marital status, or any other category or status that is now or in the future protected by federal, state, and local law. We maintain a drug-free workplace and perform pre-employment substance abuse testing, background checks and pre-employment physicals subject to job requirements. If special accommodations are needed, please contact 414-278-3936.