Feild Technician

Under the supervision of a Technical Unit Supervisor, this position is part of a team responsible for the computer and network infrastructure supporting the Wisconsin Court System. The Field Service Technician for Districts 1, 2, and 3 will primarily serve court customers in the southeast corner of the state and will be based in the Milwaukee County Courthouse.

This role has five main areas of responsibility:

• Installs, configures, and troubleshoots computer hardware and user configurations.
• Manages inventory of local repair hardware.
• Uses the service ticketing system to ensure timely resolution of customer hardware service requests.
• Collaborates with CCAP Technicians and local IT staff to swiftly address customer issues.
• Maintains customer hardware inventory counts.

The Field Service Technician is expected to work in the Milwaukee County Courthouse and Children's Court 3 to 4 days a week, with travel to additional counties in southeast Wisconsin on other days, depending on workload and time of year.

Tasks and Percentages

• Installs, configures, and troubleshoots computer hardware and user configurations (40%).
• Supports digital audio recording systems and other courtroom technologies.
• Manages local inventory levels and reports on hardware status (15%).
• Utilizes the service tracking system to meet customer requests within established SLAs (15%).
• Works with CCAP Technicians and local IT staff to ensure prompt resolution of customer problems (15%).
• Maintains current customer hardware inventory counts in counties (5%).
• Responds to technical emergencies (5%).

Knowledge, Skills, and Abilities Required

• Ability to set up computers, peripherals, and audio/visual equipment.
• Knowledge of computer operating systems and hardware.
• Skills in maintaining computer equipment in various settings.
• Technical troubleshooting skills.
• Proficient in providing professional customer service.
• Excellent verbal and written communication skills.
• Understanding of local and wide area networking.
• Ability to implement infrastructure hardware, address technical emergencies, and enforce cybersecurity policies.

Education and Experience Required

Associate's Degree in computer science, computer technician, or related field with a minimum of two years of relevant technical experience. Experience should include hardware and software support, installations, configurations, and phone-based technical support.

License and/or Certificates Required

Must meet driving standards for a state vehicle and be able to travel throughout Wisconsin.

Contacts

Regular collaboration with various entities within CCAP and the Wisconsin Court System.

Supervisory Authority

Responsible for coaching and educating team members but does not have direct supervisor authority.

Work Environment

Primarily indoor office setting with frequent travel for equipment installations and maintenance across the state.

Physical Demands

Significant physical effort required, including lifting, standing, walking, sitting, handling, and more. Occasional heavy lifting up to 75 pounds.

Requirements

Top REQUIRED Skills & Years of Experience: Minimum of 2 years' experience with excellent customer service, communication, and logical thinking skills. Proven ability in installing, configuring, repairing, and maintaining computer hardware.

Nice to Have Skills: Knowledge of computer networking principles, digital audio recording equipment, and user accounts in an Active Directory environment.

---