Help Desk Support Technician

Blackhawk Technical College•Janesville, WI

2d•Onsite

About The Position

Responsible for providing technical support and assistance for end users of technology services systems to include computers and mobile devices, AV technologies, telephone, and network systems. Duties include answering help desk calls and walk-ins; troubleshooting and resolving hardware and software problems; installing hardware and software; maintaining records and logs; troubleshooting network and telephone problems; monitoring, testing, and documenting network infrastructure; and first-line support for flexible education technology and learning management systems. This position works cooperatively with all College, along with students, visitors, contractors, and vendors to ensure the proper support of IT systems.

Requirements

Knowledge and experience with technical support, help desk operations, or system support.
Ability to successfully troubleshoot and resolve complex IT-related hardware and software issues.
Ability to analyze problems and situations, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
Ability to travel to BTC locations to troubleshoot and resolve issues and to deploy and retrieve hardware.
Knowledge of multimedia equipment and presentation technologies.
In-depth knowledge and technical skills maintaining desktop/laptop computers in a network system.
Knowledge and experience with network system components and enterprise systems (e.g. work order systems, print management systems, account provisioning).
Extensive knowledge of computer hardware imaging, Microsoft Windows, and Office applications.
Familiarity with configuration of end-user accounts in a Microsoft environment (AD, Azure, M365, MFA).
Ability to communicate effectively verbally and in writing with all levels of College staff.
Strong interpersonal and customer service skills.
Understanding of ITIL concepts.
Associate Degree in a technology-related field or an equivalent combination of education and work experience.
Two (2) years of experience maintaining desktop/laptop computers in a network system environment.

Responsibilities

Provide help desk support via telephone, personal contact, and remote assistance to employees, students, and public visitors.
Talk with users to determine the root cause of specific problems and errors and provide solutions or direction for next steps.
Perform troubleshooting, diagnostic testing, and investigation of computer hardware, network, audio visual, telephone, and supported application issues and perform hardware and communication connection repairs to resolve problems.
Install and update software on desktop computers, laptops, and tablets/mobile phones, manually and using software deployment tools.
Utilize a work order software system to accurately log and manage all incoming work orders in a timely manner; conduct problem determination (triage) for the Information Technology Services help desk; prioritize and assign work orders to other areas of IT as appropriate; and log equipment configurations and repairs.
Conduct technology orientation sessions for new employees.
Maintain records of hardware assets for inventory maintenance.
Facilitate a moderate level of IT-related security and user access; assign and maintain confidential information including passwords or other sensitive data.
Coordinate with other IT staff and vendors to resolve incidents and fulfill service requests in a timely, prioritized manner; escalate work orders using escalation procedures.
Provide a high-quality level of technical service for all customers; maintain quality assurance of work orders with appropriate follow-up.
Recommend technical and process changes and improvements to supervisor, escalating issues to appropriate leadership as necessary.
Maintain and update Help Desk knowledge base documentation.
Collaborate with other IT services members on troubleshooting methods and customer communications.
Assist IT Services Manager with projects as assigned.
Configure, install, and support computer hardware of varying platforms (Microsoft and Apple) including desktops, laptops, tablets, peripherals, and mobile phones throughout the college campuses.
Configure, install, and support computer software of varying platforms (Microsoft and Apple) including office productivity, virtual desktops and software, multi-factor authentication, mobile device management, flexible education technology, and unique software used by College programs and departments.
Perform in-depth testing of supported applications and hardware to resolve problems.
Assist with project management and execution (deployment) of annual computer replacements.
Coordinate with Network and Systems Engineers in troubleshooting issues and implementing new technologies.
Support the administration and day-to-day operations of the work order and print management systems.
Monitor reliability of network infrastructure and operating systems on multiple platforms.
Investigate hardware problems and perform minor system hardware and communication connection repairs; perform diagnostic testing.
Troubleshoot and resolve or escalate audio-visual problems in classrooms, conference rooms, or deskside.
Troubleshoot and assist in resolution of telephone problems.
Provide technical and documentation assistance to ITS management.
Provide recommendations for specifications and purchase of hardware and software.
Recommend standards, procedures, and techniques to improve the ITS Division and BTC.
Consult with technical staff on product integration to provide recommendations to meet customers’ business needs.