What are the responsibilities and job description for the Technical Support (Help Desk) position at NISC?
NISC is ranked in ComputerWorld’s Best Places to Work survey for 20 consecutive years and we are looking for a qualified individual to join our Internal Technical Support Team. This position is responsible for providing IT system and application support to NISC employees in person as well as via phone, e-mail, and chat. This position requires strong communication skills and the ability to work under pressure at times. The ideal candidate is someone who can demonstrate the ability to fulfill the role of Helpdesk Technician for NISC’s Mandan, ND office.
Work Schedule :
Hybrid (after an initial training period) from our Mandan, ND office
Hybrid Schedule : Minimum of working 4 days per week out of an office location and ability to work up to all 5 days a week from an office location.
Monday-Friday Hours between 7 : 30 am – 6 : 00 pm
Essential Functions :
Assist in daily administration of Windows PC’s / MacBook's, including : Performing installations, setting up Active Directory (AD) user accounts, maintaining general logins, establishing permissions Performing hardware and software maintenance, repairs, upgrades, backups & restores and other maintenance tasks
Troubleshoot and resolve Windows / Mac operating system issues, including : Join PCs to Windows domainsInstall & troubleshoot NISC software on employee PC’s / MacBook's
Utilize remote connectivity tools such as Desktop Central (PC’s) or Teams to assist with support items
Troubleshoot and maintain Apple devices, including MacBook’s, iPad’s & AppleTV’s
Assist in the day-to-day meeting room AV setups / support
Assist in the day-to-day support of NISC’s phone system & ACD systems
Assist in support for all internal PC / Mac hardware & software issues including PC / Mac replacements and rotation
Assist on NISC’s Helpdesk (Internal) ACD support assisting employees with questions and problems including general login & permission concerns, software, hardware and peripheral issues
Ensure NISC meeting rooms and other meeting technical requirements are met for the facilitation of various NISC meetings / events
Provide remote support for NISC’s virtual employees. This includes VPN support and Windows / Mac hardware / software support
Ability to be the project lead on various projects within the Helpdesk team
Assist with support of our SSO (Okta) for various applications used at NISC
Ability to participate in an On-Call / Afterhours rotation (one week about every two months)
Additional tasks or duties as required
Desired Job Experience :
Strong verbal & written, interpersonal and communication skills
Familiarity with the setup & support of desktop operating systems (PC / Mac) and software
Familiarity with basic support of TCP / IP networks
Familiarity with basic Virtual Private Network clients (VPN) and PC / Mac connectivity (WiFI / LAN)
Familiarity with Telephony
Familiarity with Okta (SSO)
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
Education Preferred :
High School Diploma or equivalency required.
Bachelor’s Degree in a Computer Science-related field or equivalent experience preferred.
Minimum Physical Requirements :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.
Disclaimer :
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
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