What are the responsibilities and job description for the IT Technician - Help Desk position at Marathon County Wisconsin?
Job Posting End Date:
04-16-2025
Worker Sub-Type:
Regular
Scheduled Weekly Hours:
40
The purpose of this position is to provide exceptional customer service by solving entry-level customer technology problems quickly and effectively. Additionally, the role involves educating and training customers to use technology effectively in their jobs. The work is performed under the direction of an IT Manager.
This position is not eligible for remote work.
Essential Duties and Responsibilities:
- Perform duties in a manner consistent with CCITC’s core values.
- Establish and maintain effective working relationships with fellow employees and the public.
- Provide support and assistance via telephone, e-mail, and occasional onsite visits to all users served by the CCITC.
- Properly record support calls into the ticketing system.
- Coordinate support calls with the rest of the CCITC Staff through tickets and direct communication (phone, email, and in person).
- Create and maintain postings related to system outages.
- Help maintain program, network, system, and operational procedure documentation.
- Provide 1-1 support and training to end-users on the use of basic systems and technologies supported by the CCITC.
- Obtain and maintain proficiency with current standard software applications, network, and Windows operating system.
- Perform basic systems administration; setup and maintain user IDs and email, assign predefined access rights to system resources, Unified Communication system, fax, document imaging, and PC systems.
- Support mobile devices in Mobile Device Management (MDM) and educate users in basic usage of the device.
- Provide task-oriented project support under the supervision of senior staff or other CCITC project managers.
- Maintain confidentiality of information.
Additional Tasks and Responsibilities:
- Enter information into a time reporting system.
- Commute between City, County, NCHC, and other partner offices.
- Perform other duties as assigned.
- Assist with device setup and decommissioning for proper asset management.
- Train new users in information technology software, applications, and hardware. Training is typically done for 1-15 users at a time. May assist other CCITC staff in group training activities and coordinate requests for the CCITC Training Center.
- Run reports from various monitoring tools for analysis by other CCITC staff, following written documentation.
Minimum Training and Experience Required:
- Associate degree with 1 year help desk experience or operations experience, or any combination of education and experience that provides equivalent knowledge, skills, and abilities.
- Help Desk certification, Microsoft Certified System Administrator, knowledge and understanding of network administration tasks and software.
- Knowledge and understanding of Help Desk software administrative tasks.
Physical and Mental Abilities Required:
- Ability to effectively communicate orally and in writing.
- Ability to provide guidance, assistance, and/or interpretation to others on how to apply policies, procedures, and standards to specific situations.
- Ability to act as a lead person.
- Ability to persuade, convince, influence, train, and monitor in favor of a desired outcome.
- Ability to advise and provide interpretation regarding the application of policies, procedures, and standards to specific situations.
- Ability to solve complex problems and perform root cause analysis without assistance.
- Ability to learn new technologies with limited guidance.
- Adaptability and flexibility to keep an open mind regarding new ideas and ways of doing things.
- Initiative to set high standards of performance for self and others.
Compensation:
This position is a non-exempt, hourly position. The starting wage offered for this position is $21.53/hr. - $24.11/hr.
Application deadline is April 16, 2025 at 11:59pm.
Also provided is a comprehensive employee benefits package including health and dental insurance and income continuation and life insurance, paid leave, holidays, deferred compensation, flexible benefit program, and Wisconsin Retirement System.
Also provided is a comprehensive employee benefits package including health and dental insurance and income continuation and life insurance, paid leave, holidays, deferred compensation, flexible benefit program, and Wisconsin Retirement System.
SELECTION PROCEDURE:
Selection of the successful candidate may be made by assessment of experience and education, criminal record check, data-entry test; oral interview; review of references, written background inventory, and other appropriate job-related selection procedures. All applicants will be notified as to the status of their application.
CCITC reserves the right not to fill this position based on applications received, staffing needs and other open positions.
SPECIAL ACCOMMODATIONS:
CCITC will make arrangements to furnish appropriate auxiliary aids and services where necessary and reasonable to afford an individual with a disability the opportunity to participate in the recruitment process. Please notify the CCITC office or phone (715) 261-6710 to request special accommodations prior to the application deadline.
NOTICE TO APPLICANTS:
Wisconsin Statutes, Sections 19.36 (7), 64.09 (5), and 64.11 (7) require public employers to treat the following items as a public record: Each applicant’s application, records, recommendations and qualifications except as provided in Section 19.36 (7), Wis. Stats. that allows the identity of an applicant to remain confidential if the applicant requests in writing that the CCITC not provide access to this information.
If you choose not to have this information become a public record, you must make such a request in writing to the City County IT Commission If you become a finalist for the position, your identity may be disclosed as required by law.
Salary : $22 - $24
