Supplemental - Technology Support Assistant
Salary: $17.50 - $18.73 Hourly
Job Type: Part-Time
Job Number: 2025-00428
Closing: Continuous
Location: Main Campus - 1701 E Front Street, Traverse City
Division: Student Services & Technologies
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).
To view the full job posting & to apply, please visit https://apptrkr.com/6323187
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