Northcentral Technical College Hiring for Technician, IT Help Desk at Wausau Main Campus Full Time

Applications must be submitted by 12:01 a.m., August 28, 2023.Thank you for your interest in a career at Northcentral Technical College (NTC).NTC offers outstanding career opportunities at our beautiful campus with state-of-the-art technology and a stimulating and diverse environment. Employees are offered an amazing Total Rewards package with competitive salaries, excellent benefits, and generous paid time off – including two paid closures for the winter holiday (Christmas – New Year) and summer (week of July 4th), for most full-time positions. NTC is “The College that Cares” and makes a difference in the lives of our employees and students. If you have the desire to help students while positively impacting the community, we’d love for you to join our team!

Starting Hourly Rate Based on Qualifications:

$18.24
JOB SUMMARY, DESCRIPTION & QUALIFICATIONS:

Job Summary

The IT Help Desk Technician will provide support to end users on a variety of IT issues. Identify, research, and resolve IT technical problems. Respond to IT client telephone calls, voicemail requests, Online chat requests, and walk-in requests for service and tickets submitted online. Helpdesk ticket should be created for every interaction the technician has with a stakeholder. The technician should attempt to resolve the tickets first and if there are issues that are beyond simple troubleshooting, the Help Desk Technician will create and categorize tickets so they are routed to the appropriate staff to ensure a timely resolution.

Note:

Schedule will vary to cover help desk hours:

7:30 am – 7 pm Monday – Thursday

7:30 am – 5 pm Friday,

Occasional Saturday hours from 7:30 am – 12:00 pm.

This position will be located at the Wausau campus. While these hours are typical, they may be subject to change as workload and needs of our customers and work areas change. There may be times when the schedule must be changed but there is very little notice. Flexibility is essential.

Duties & Responsibilities

• Provide IT help desk support in-person, over the phone, via online chat, and ticketing system

• Provide basic technical support to end users to resolve tickets on your own; follow process before routing to a different department. Resolution of tickets will be tracked for performance feedback.

• Creating, routing, and closing tickets

• Maintain ticket routing document

• Troubleshoot user account access issues

• Complete special projects as assigned

• Dependable, reliable, and predictable attendance is a requirement.

• Assist Technical Services when needed.

• Notify appropriate supervisory/managerial staff when a student or staff member presents personal/behavioral issues to the IT Helpdesk; Helpdesk assistance is limited to technical issues only.

• Provide highest level of customer service to users. Maintain compliance with confidentiality required in FERPA.

Qualifications

• Knowledge of Microsoft Operating systems.

• Knowledge of Microsoft tools including Office and Office 365

• Knowledge of PC hardware

• Ability to prioritize assigned projects, help desk calls, and tickets

• Ability to lift up to 50 lbs and move computer and A/V equipment

• Ability to troubleshoot a variety of hardware and software issues

• Must have strong customer service, time management, work ethic, and written/verbal communication skills

• Experience with Active Directory and NTC applications is a plus

The duties and responsibilities listed are intended to describe the essential functions of persons assigned to this job. They are not intended as an exhaustive list of all job duties, responsibilities, and requirements.

Physical Demands

Carrying/Lifting 10-25lbs: High

Carrying/Lifting 25-50lbs: Medium

Carrying/Lifting more than 50lbs: Low

Sitting: High

Standing/Walking/Climbing: Low

Squatting/Crouching/Kneeling/Bending: Low

Repetitive Hand/Foot Movement: High

Pushing/Pulling/Reaching Above Shoulder: Low

Work Environment

Indoor/Office Work Environment: High

Outdoor Weather Conditions: N/A

Irritated or Agitated Individuals: Low

Hostile or Violent Individuals: Low

Hazardous Fumes/Odors/Toxic Chemicals: N/A

Confined Spaces (as identified by OSHA): N/A