Service Desk Technician II (full-time/1950 hours/year) @ Northwood Tech Ashland Campus

About the role

Under the direction of the Service Desk Manager, the Service Desk Technician II is responsible for the daily operation of the assigned campus/location computing environment; providing direct support to college staff and students; and implementing policies and procedures in accordance with overall objectives of college computing systems.

Values

Actively embody and promote Northwood Tech's Values:

• Collaboration - Value relationships that enhance learning and promote economic development.
• Innovation - Embrace the latest theories and technologies to support student and community success.
• Excellence - Prioritize high quality education, services, and continuous improvement in a dynamic learning environment.
• Community - Value our deep connections to our communities by working together to provide solutions through student success.
• Support - Empower individuals by supporting their success with quality experiences and services designed to meet their needs.
• Integrity - Uphold honesty and accountability in a diverse, open, and ethical learning and working environment.
• Respect - Value each individual and approach all interactions mindfully, with civility, empathy, and openness to new and differing ideas.

Responsibilities

• Serving as the first point of contact for customers seeking technical assistance through the Service Desk.
• Provide support to students and staff.
• Provide specialty support for devices and services from the Service Desk.
• Provide escalated support for issues at assigned campus locations.
• Provide technical assistance in the management of computer systems.
• Install, configure, upgrade and support software/hardware.
• Assist in maintaining the campus local area network.
• Provide written documentation of software/hardware to include training and demonstration of the use of software and equipment.
• Utilize project and task planning methodologies for assigned tasks and projects.
• Keep current with new and emerging technologies.
• Demonstrate a positive impression of Northwood Tech in internal and external relationships.
• Actively participate in campus and college-wide teams and committees.
• Other duties as assigned.

Qualifications

Degree & Experience Required

• Associate's degree in related field
• Three years related work experience

Skills

• Ability to communicate effectively both written and verbally
• Proficiency in the use of Microsoft Office suite and the ability to effectively apply technology to tasks and projects
• Ability to contribute to a team environment while maintaining positivity and professionalism
• Strong customer service skills that focus on creative problem solving
• Time management skills that apply organization and prioritization demonstrating the ability to multitask and work independently
• Ability to obtain driver's license and insurance coverage in accordance with College policy

Pay

FY27 Salary - Grade I - $24.65 / hour

Benefits

• Medical, Dental, Vision
• Health Savings Account/Flexible Spending Account
• Long Term/Short Term Disability
• Life Insurance
• Wisconsin Retirement System
• 403(b)/457(b) Retirement Savings
• Paid Holidays
• Paid Leave