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Help Desk Technician

Company: Madison Area Technical College
Location: Madison
Posted on: January 16, 2020

Job Description:

Help Desk Technician

Current Madison College employees must apply to the internal career site by logging into Workday

Job Posting Date:
January 7, 2020

Application Deadline:

Salary Information:
$20.57 - $22.89

Technology Customer Service

Job Description:

Madison College is now hiring a Full-time Help Desk Technician in Technology Services. This position is responsible for providing a wide variety of technical support to Madison College students, faculty and staff. This includes responding to telephone, walk-in and email contacts.

Responsibilities include incident/problem troubleshooting and determination, initiating, recording and updating tickets in the incident management system, participating in projects and team meetings, identifying and documenting technical solutions, identifying problem resolution or escalating problems to resource teams within Technology Services. This position provides complete issue resolution for the majority of customers and the individual in this role possesses the technical skills to understand, interpret and resolve problems with all Madison College technology services resources.

This position will be open until filled, with a first review date of January 22, 2020, at 11:59 pm. After this date, the recruitment may close without further notice. Interested applicants are encouraged to apply as soon as possible.

Madison College offers a generous benefit program including health and dental benefits. The employee selected will serve a twelve (12) month introductory period. This position does not offer a relocation package.

Candidates should have worked with the following Products and Services: Networks, client/server systems, Windows PC and Apple/Macintosh systems and environments, desktop application software (including Microsoft Office), MS Outlook E-Mail, Malware/virus troubleshooting, remote control/desktop management software, peripheral devices, mobile devices and others.

Madison College's dedication to promoting equity, inclusion and diversity is reflected in our Mission, Vision, and Values. Hiring an inclusive workforce that mirrors our student population is more than just a commitment at Madison College-it is the foundation of what we are striving to do. Come be part of our great team!


The following duties are typically expected of this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

  • Provides one-on-one user problem resolution over the telephone, via email and/or walk-in traffic for end-users.
  • Provides first person contact and problem resolution for all users with hardware, software and application incidents or problems.
  • Resolves as many user-reported problems as expertise permits using available tools and following established procedures and policies for the handling of support cases.
  • Identifies possible trends in support calls and assists in the development of documentation for frequently reported problems and issues.
  • Notifies management of increasing trends, unusual or repeated activity.
  • Assists in the installation, testing and implementation of new software, hardware or peripheral devices (e.g. printers, mobile devices).
  • Investigates errors and problems and performs root cause analysis in an effort to provide permanent resolutions/solutions.
  • Escalates problems when necessary, following established policies and procedures.
  • Acts as a liaison between end-users and internal support staff to assure accurate problem interpretation.
  • Maintains an in-depth knowledge of Technology Services support products and services.
  • Reviews and updates support documentation, and assists in the development of technical support training materials and standard operating procedures as assigned.
  • Maintains a strong knowledge of the incident management system and reporting functionality.
  • Performs administrative functions on the incident management system. Generates reports as assigned.
  • Provides technical solutions for entry into the team's or department's knowledge base. Performs desk side, in-person assistance as necessary.


    Associates degree or two-year technical certificate from an accredited institution in computer operations or a closely related field; or two years (4,000 hours) of an equivalent combination of education and work experience directly related to the skills required for successfully performing this position.

    **Experience used as an equivalent of an educational requirement is in addition to any experience required by the position. **

    Two years (4,000 hours) related work experience to include one year (2,000 hours) work experience performing technical help desk duties in a medium to large work environment ( workstations).

    If you are experiencing application issues please contact the HR hotline, .

    Madison Area Technical College does not discriminate on the basis of race, color, national origin, sex, disability or age in its programs or activities. The following person has been designated to handle inquiries regarding the non-discrimination policies: Rosemary Buschhaus, J.D., SPHR, SHRM-SCP, Associate Vice President, Human Resources, 1701 Wright St Madison, WI 5370

    To apply, visit (please use the apply button below)

    About Us
    Welcome! Thank you for visiting our career site, where Madison College is committed to matching talent to opportunity. We are known for our real-world, smart approach to learning - offering students innovative, high-tech career pathways and college transfer opportunities with more than 150 programs to choose from. Madison College is a great place to work and has been for over 100 years, serving more than 33,000 students in 12 south-central Wisconsin counties. The College offers generous salaries, benefits, and an inspiring work environment. Employees enjoy a culture dedicated to lifelong learning, wellness and inclusiveness.

    Take some time and look around - once you've have a chance to explore our current opportunities, apply to the ones you feel best suit your interests, background and experiences. Thereafter, you can keep track of your application status and watch for new opportunities that might be of interest to you.

    Along with our competitive wages, check out the benefits that we offer: (please use the apply button below)
    Learn More about Madison College: (please use the apply button below)

    As part of the application process, finalists will undergo a background check including criminal history, educational verification, and references. Criminal history will not automatically disqualify you from employment. All cases are considered on an individual basis, and the offense will be compared to the position for which you are applying.

    Copyright &# Jobelephant Inc. All rights reserved.

    Posted by the FREE value-added recruitment advertising agency

Keywords: Madison Area Technical College, Madison , Help Desk Technician, Professions , Madison, Wisconsin

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