Help Desk Technician
Company: Madison Area Technical College
Posted on: January 16, 2020
Help Desk Technician
Current Madison College employees must apply to the internal career
site by logging into Workday
Job Posting Date:
January 7, 2020
$20.57 - $22.89
Technology Customer Service
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
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
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
- 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
- Notifies management of increasing trends, unusual or repeated
- Assists in the installation, testing and implementation of new
software, hardware or peripheral devices (e.g. printers, mobile
- Investigates errors and problems and performs root cause
analysis in an effort to provide permanent
- 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
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)
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
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.
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Keywords: Madison Area Technical College, Madison , Help Desk Technician, Professions , Madison, Wisconsin
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