IT Technician - Help Desk

Marathon County

1d•Onsite

About The Position

The purpose of this position is to provide exceptional customer service by promptly intaking, responding to, and resolving customer technology issues efficiently and effectively. This role supports a wide range of end-user needs, including troubleshooting, basic systems administration, and 1:1 technology education. Work is performed under the direction of the IT Manager – Endpoint. This position requires an onsite presence.

Requirements

Associate degree with one year of help desk, customer support, or IT-related experience, or an equivalent combination of education and experience.

Nice To Haves

Relevant certifications such as CompTIA A+, ITF+, and Microsoft 365 Fundamentals are preferred.
Previous customer service or technical support experience preferred but not required.
Strong customer service orientation with excellent communication skills.
Basic understanding of desktop operating systems, cloud applications, and common business software.
Ability to follow standard troubleshooting processes and escalate issues appropriately.
Strong problem-solving skills and attention to detail.
Ability to explain technical concepts in a simple, user-friendly way.
Ability to manage multiple tasks and prioritize effectively.
Willingness to learn new technologies and adopt new processes.
Ability to work independently and within a team environment.

Responsibilities

Perform duties in a manner that is consistent with CCITC core values
Follow CCITC and applicable Marathon County policies and procedures
Establish and maintain effective working relationships with fellow employees, and the public
Maintain confidentiality of information
Communicate effectively and professionally both written and orally
Serve as the first point of contact for customers seeking technical assistance through phone, email, chat, or the ticketing system.
Accurately document and categorize all support requests, incidents, and resolutions.
Troubleshoot entry-level software, system access, and network connectivity issues.
Provide step-by-step guidance, training, and education to customers to increase their comfort and efficiency with technology.
Escalate issues that require advanced troubleshooting or higher level administrative access to the appropriate support teams.
Monitor open tickets to ensure timely resolution and follow-up with customers.
Maintain working knowledge of common applications, systems, and organizational procedures.
Assist with user account administration tasks such as password resets and basic access provisioning.
Create user accounts and assign predefined access rights in accordance with established procedures.
Contribute to knowledge base articles, user guides, and internal documentation.
Deliver service in alignment with IT policies, procedures, and service-level expectations.
Communicate clearly, professionally, and empathetically with customers of all technical backgrounds.