Job Description

Salary: $17.50 - $18.73 Hourly

Location : Main Campus - 1701 E Front Street, Traverse City

Job Type: Part-Time

Job Number: 2022-00294

Division: Student Services & Technologies

Department: Technology Support Services

Opening Date: 08/27/2024

Closing Date: 9/30/2024 8:00 AM Eastern

We are committed to enhancing and cultivating a diverse, equitable and inclusive environment through actions that foster a sense of belonging and safety for all members of the NMC community.

Summary & Qualifications:

Summary

Key abilities to work at the Help Desk include dependability, excellent customer service, confidentiality, and technical acumen. This position provides first-level customer service support to all NMC computer account holders and assists the Technology Support Services Coordinator as directed. All Tech Support Assistants provide basic troubleshooting support for PC and Macintosh software through on-site, phone, chat, and online correspondence (via tickets and email). The primary responsibility of this position is as an authentication specialist responsible for passwords, password security, and multi-factor authentication through account verification, account resets, account unlocks, and account troubleshooting. In addition, Tier 1 Technology Support Assistants troubleshoot, enter tickets, and escalate tickets to appropriate departments as necessary for computer hardware/software, wireless, internet/network, office productivity, the Learning Management System, and more.

Qualifications

Required:

• High School or GED
  
• One to three months of related experience or one year of technology education
  
• Strong customer service and communication experience
  
• Familiarity with PC computers
  
• Experience with multiple browsers and browser-based applications
  
• Software skills in MS Word, MS Excel, and G Suite Applications
  
• Learning Management System skills (Moodle or Canva preferred - student use acceptable)
  
• Computer skills in printing, client applications, and networking
  
• Technical computer troubleshooting ability
  
• Ability to follow technical procedures
  
• Strong documentation writing skills
  
• Ability to learn new technologies and strong technical acumen

Preferred:

• Familiarity with Macintosh computers
• Ability to write technical documentation

Essential Responsibilities

General Responsibilities:

• Customer service, confidentiality, teamwork, and communication.
  
• Flexible schedule, including nights and weekends.
  
• Paid training throughout the year (training may be outside of regularly scheduled hours).
  
• Willing to learn new skills in technology, cybersecurity, customer service, documentation, communication, and more.

Help Desk Responsibilities:

• Answers Help Desk walk-ups, phone lines, chats, and tickets using good customer service. Must learn and use the online ticketing system quickly and proficiently and enter tickets with detailed technical information.
  
• Assist, diagnose, and resolve issues with Password Resets, Multi-factor Authentication, Google for Employees and Students (Gmail, Calendar, and Apps), Microsoft Products, Chrome and other browsers, network connectivity, network drives, and other issues, and escalate these issues using the Ticketing System.
  
• Assist, diagnose, resolve issues, and enter tickets with detailed technical information for our Learning Management System.
  
• Assist during assigned Orientations and Onboarding with Password Reset, Multi-factor Authentication, and general troubleshooting questions.
  
• In the Timothy J. Nelson Innovation Center, assist students, staff, faculty, and community members with PC and Mac hardware and software, including computers, printers, scanners, video monitors, storage devices, and applications, and enter tickets as necessary.
  
• Maintain Timothy J. Nelson Innovation Center and Tanis Atrium computers, printers, and copiers with paper, toner, and cleaning during each Help Desk shift.
  
• Creates and assists with support documentation and videos for end users and Help Desk staff maintenance of Help Desk tools and resources, and maintains the Help Desk websites
  
• Responsible for ensuring good cybersecurity practices and awareness at the Help Desk and among our clients, and reporting any cybersecurity issues to the Technology Support Services Coordinator and the InfoSec Team.
  
• Be willing to learn new technology, cybersecurity, AI, or other tools as required.
  
• Report any misuse of equipment or unethical use of computers to the Coordinator of Technology Support Services.

Work Environment

Supervisory Responsibilities :

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Chrome, Firefox & Internet Explorer and browser-based applications internet software; MS Excel and G Suite Applications spreadsheet software and MS Word processing software, have computer skills in printing, client applications and networking, have technical troubleshooting ability, have strong technical acumen, and familiarity with Macintosh computers (preferred).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock and vibration. The noise level in the work environment is usually quiet.

Additional Information


This position is hired through a third-party staffing agency, "Edustaff". Therefore, if selected, you will also need to fulfill the onboarding requirements of Edustaff.

• Eligible for a discounted membership to NMC's fitness center
  • $49 for an entire year!
• Free Admission to the Dennos (First year to include entire family)
  • 10% discount in the museums gift shop
• Bookstore Discount
  • 10% discount, excludes textbooks

01


Do you have a High School diploma or GED?

• Yes
• No

02


Do you have one to three months related experience or one year of technology education?

• Yes, I have 1 to 3 months of related experience
• Yes, I have at least one year of education in technology
• Yes, I have both the experience AND the education required
• No, I do not meet either of these requirements

03


Do you have strong customer service skills and communication experience?

• Yes
• No

04


Do you have experience with multiple browsers and browser-based applications?

• Yes
• No

05


Do you have familiarity with PC computers?

• Yes
• No

06


Please select what best describes your software skills in MS Word, MS Excel, and G Suite Applications:

• Little to no skills, very unfamiliar with these software
• Basic understanding of the software applications
• Intermediate skill levels in these software
• Advanced level of skills in the software listed

07


Do you have experience with learning management systems (Moodle or Canvas preferred)?

• Yes, I have used these or similar systems as a student
• Yes, I have used these or similar systems as an employee or instructor
• Yes, I have used these or similar systems as both a student and as an employee or instructor
• I have not used a learning management system before

Required Question

Job Tags

Hourly pay, Part time, Flexible hours, Shift work, Night shift,

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