Copper Country Intermediate School District/REMC Hiring for Helpdesk Technician I/II (Hancock – NOT remote) Job at Hancock, MI Full Time

About us

REMC1 (Regional Educational Media Center 1) is the expanding IT department of the CCISD (Copper Country Intermediate School District), located in Hancock, Michigan. REMC1 provides enterprise level technology services to many agencies across the Western Upper Peninsula. REMC1 is a full service technology support and Internet service provider.

Helpdesk Technician (Tech Support) I/II

Providing enterprise-level technical support to school districts, government agencies and nonprofits in western Upper Peninsula (office in Hancock).

QUALIFICATIONS:

• 1+ years’ experience in Information Technology and business/industry required
• Must pass a criminal records check to reveal no felony convictions or enumerated misdemeanors; also, pass a misconduct check from previous employer(s)

Full-time position (12 months per year), with full benefits

Reports To SupportNet Manager

APPLICATION DEADLINE: Until Filled

Summary

REMC provides a variety of services and resources to our member districts, including Internet, network, server, technology consulting, and tech support (SupportNet).

The Helpdesk staff are responsible for the REMC1 SupportNet helpdesk. This IT support technician must be a person who enjoys learning new things, solving problems, and working with people. They must be able to communicate clearly and effectively, and interact well with other employees. Personnel will be responsible for troubleshooting issues; documenting problems, solutions, processes and procedures; and providing technical support for teachers, staff and students. The technician is expected to undertake general tasks which will promote seamless use of the IT infrastructure in the work environment; general maintenance of computers and computer equipment and for resolving identified technical problems; to install, test and repair computer hardware, software, and peripherals. This support personnel will assist with not only implementing but also fully integrating and embedding technology into the curriculum to the benefit of teaching and learning.

Detailed job description- other duties may be assigned

• Install, maintain, repair, upgrade and update computers, workstations and other IT related hardware and software
• Identify problems with and help repair VoIP phones, printers, copiers, scanners, projectors, interactive boards, document cameras and other classroom technology, security cameras, switches, WAPs, building access and more
• Track, prioritize, document, communicate and resolve support requests using the SupportNet helpdesk ticket system
• Accurately document problems, solutions, processes and procedures using the Supportnet knowledge-base/collaboration software
• Work with other SupportNet staff to provide reliable technology services and provide expert technical support to assist other REMC employees
• Keep current on new and emerging technologies, and regularly share knowledge with colleagues
• Utilize enterprise automation and remote access tools to update and deploy software

Expectations

The successful staff member will:

• Be ready to assist staff with IT related problems when called upon, and respond to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs
• Demonstrate independence and self direction
• Manage many competing priorities and projects
• Perform appropriate issue escalation and follow-up
• Implement and maintain security policies and procedures for the network to ensure safety of data and IT systems
• Assist in user management, including carrying out routine maintenance tasks such as setting up, maintaining and removing user network accounts where necessary
• Ensure smooth and efficient running of all IT systems
• Keep district employees informed of the various technological and policy changes that are taking place

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Education and/or Experience

• Experience supporting users running Windows 10/11; Mac OS, and mobile OSs such as iOS, Android, and Chrome.
• Familiarity with network infrastructure (switches, routers, 802.11 ac/ax wireless, 802.1x authentication, PoE, VoIP, vlans, SDN, etc.)
• Experience using imaging, scripting, remote access tools, consoles, and other desktop management tools
• Experience troubleshooting technical problems – ability to define problems, research, collect data, establish facts, and draw valid conclusions
• Experience installing software, updating and patching workstations
• Experience with anti-virus and malware software, as well as infection remediation
• Experience providing user support and creating user documentation
• Excellent oral and written communications skills – ability to speak clearly and concisely both in oral and written communication

Desirable Experience

• Experience in an educational environment, preferably K-12.
• Experience with VoIP technologies and systems
• Experience using, deploying and supporting open source and licensed software
• Experience with centralized network based printing (server and IP based)
• Experience creating end user documentation, tutorials, handouts, etc.
• Demonstrate good personal habits: mature and responsible judgment, honesty, patience, discretion, friendliness, self-initiative, neat appearance and good hygiene
• Understanding and ability to implement and utilize next generation web technologies
• Professional technology certifications
• Experience using mobile device management tools (MDM)
• Experience networking computers and working in multiple domain AD environments

Professional Competencies

• Ability to work both self directed and without supervision, and in groups and teams
• Ability to work on their own initiative
• Ability to interact with the district in an advisory role
• Ability to problem solve, grasping the root of the problem of the customers directly or remotely and provide troubleshooting solutions
• Analytical skills to diagnose and repair problems that arise in computers, laptops, servers, networks, etc.
• Customer service orientation and knowledge about service ethics and procedures as well as security and privacy
• Knowledge to operate most office equipment (fax, copier, VoIP phones, etc.)
• Analysis and decision making skills
• Participate fully and freely in the decision making process while recognizing lines of authority and responsibility for implementing all applicable final decisions

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Necessary Skills and Abilities

• Ability to regularly lift up to 75 pounds
• Ability to frequently sit, stand, walk, reach, climb, see, talk, hear, kneel and proficiently operate a computer & various pieces of technology equipment for prolonged periods
• Ability to read, analyze and interpret general business periodicals, professional journals, technical journals & procedures, or governmental regulations
• Ability to write reports, business correspondence and documentation
• Ability to collaborate well with other staff members
• Ability to understand customer needs and provide quality service
• Ability to set priorities and meet multiple deadlines
• Ability to multitask
• Ability to effectively present information and respond to questions from groups, including teachers, administrators, school board members and general public
• Ability to maintain trust, integrity, privacy, and confidentiality of sensitive information
• Ability to establish and maintain effective working relationships with colleagues, students, staff, administration and the school community
• Ability to perform duties with awareness of all district requirements and Board of Education policies
• The position requires occasional irregular or extended work hours

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in this position is usually moderate to loud. When visiting a building, the noise level may be loud; in the office, quieter; in a classroom, moderate; and at meetings, moderate.

District Drug/Alcohol Statement

The employee shall remain free of any alcohol or non-prescribed controlled substance in the workplace throughout his/her employment in the district.

Employment

This is a non-union, at-will position.

Copper Country Intermediate School District

Statement of Assurance of Compliance with Federal Law

The Copper Country Intermediate School District, as an Equal Opportunity/Affirmative Action employer, complies with applicable federal and state laws prohibiting discrimination, including Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973. The Board of Education does not discriminate on the basis of race, color, national origin, sex (including sexual orientation and transgender identity), disability, age, religion, height, weight, marital or family status, military status, ancestry, genetic information, or any other legally protected category (collectively, “Protected Classes”), in its programs and activities, including employment opportunities.

Questions or concerns regarding the nondiscrimination policies, as well as complaints of unlawful discrimination, retaliation, denial of equal access, or harassment, should be directed to one of the District’s Compliance Officers.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
We are taking recommended and required precautions, as recommended and required by our local health department.

Education:

• High school or equivalent (Required)

Experience:

• Windows: 3 years (Preferred)
• Active Directory: 2 years (Preferred)
• IT support: 2 years (Preferred)

Language:

• English (Required)

Work Location: One location