Technical Support (Help Desk)

NISC•Mandan, ND

61d•Hybrid

About The Position

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and valued-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team. Work Schedule Hybrid (after an initial training period) from our Mandan, ND office Hybrid Schedule: Minimum of working 4 days per week onsite with availability to work up to 5 days a week from an office location. Monday-Friday, scheduled to work within 7:30 am – 6:00 pm

Requirements

Strong verbal and written, interpersonal and communication skills
Strong customer service skills
Familiarity with the setup and support of Windows and Mac operating systems and software
Familiarity with basic support of TCP/IP networks
Familiarity with basic Virtual Private Network clients (VPN) and computer connectivity (WiFi/LAN)
Familiarity with Telephony
Familiarity with Okta (SSO)
Familiarity with a ticketing system or working from a queue
Strong problem-solving skills and attention to detail
Ability to work independently, as well as in a team environment
Ability to effectively adapt to change
Ability to interact in a positive manner with internal and external contacts
Ability to maintain the highest level of professionalism, ethical behavior and confidentiality
Commitment to NISC's Statement of Shared Values
High School Diploma or equivalency required

Nice To Haves

Bachelor’s Degree in a related field or equivalent experience preferred

Responsibilities

Serves as first tier Helpdesk support to the administration of both Windows and Mac devices, tasks include (but not limited to): Performs installations, setting up Active Directory (AD) user accounts, maintaining general logins, establishing permissions, etc
Performs hardware and software maintenance, repairs, upgrades, backups, restores and other maintenance tasks as needed
Supports device replacements and rotations
Installs and troubleshoots NISC approved software on NISC owned devices
Provides support of NISC’s phone & ACD systems
Assists with support of our SSO (Okta) for various applications
Provides initial support by assisting onsite or virtual employees with common login and permission issues, as well as resolving problems related to software, hardware , and peripheral devices.
Utilizes remote connectivity tools such as NinjaOne or Microsoft Teams to assist with support efforts
Troubleshoots and maintains Apple devices, including Mac computers, iPads and AppleTVs
Manage s onsite meeting room technology needs, including AV setup, system updates , and technical support, ensuring that all NISC meeting spaces and event requirements are met
Ensure s NISC meeting rooms and other meeting technical requirements are up to date for the facilitation of various NISC meetings/events
Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role
Assist s project lead s on various projects within the Helpdesk team
Availability to participate in an On-Call/Afterhours rotation (one week about every two months)
Additional tasks or duties as required