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IT Help Desk Technician

REMC 1/CCISD Hancock, MI

  • Expired: over a month ago. Applications are no longer accepted.
Job Description: We are seeking an IT Help Desk Technician to join our team! You will resolve computer-related issues for our agencies. Responsibilities:Provide technical assistance with computer hardware and softwareResolve issues for clients via phone, in person, or electronicallyRecommend hardware and software improvementsTrack customer issues and resolutions Qualifications:Previous experience in IT, customer service, or other related fieldsAbility to build rapport with clientsStrong troubleshooting and critical thinking skillsPositive and professional demeanor Summary REMC provides a variety of services and resources to our member districts, including Internet, network, server, technology consulting, and tech support (SupportNet). The Helpdesk staff are responsible for the REMC1 SupportNet helpdesk. This IT support technician must be a person who enjoys learning new things, solving problems, and working with people. They must be able to communicate well and interact well with other employees. Personnel will be responsible for troubleshooting issues; documenting problems, solutions, processes and procedures; and providing technical support for teachers, staff and students. The technician is expected to undertake general tasks which will promote seamless use of the IT infrastructure in the work environment; general maintenance of computers and computer equipment and for resolving identified technical problems; to install, test and repair computer hardware, software, and peripherals. This support personnel will assist with not only implementing but also fully integrating and embedding technology into the curriculum to the benefit of teaching and learning. Essential Duties and Responsibilities include the following Other duties may be assignedWork with other helpdesk, office engineers, and on-site system engineers to resolve issues in districts while primarily working remotely in the central office, and to maintain district networks and servicesInstall, maintain, repair, upgrade and update computers, workstations and other IT equipment hardware and software as directed using best practices, standards, automation and documentationIdentify problems with and help repair VoIP phones, printers, copiers, scanners, projectors, interactive boards, document cameras and other classroom technologyInstall, test and document new softwareTrack, prioritize, document, communicate and resolve support requests using the SupportNet helpdesk ticket systemWork with other SupportNet staff to provide reliable technology services and provide expert technical support to assist other REMC employeesHelp train and teach high turnover part-time helpdesk staff (students)Accurately document problems, solutions, processes and procedures using the Supportnet ticket system and knowledge-base/collaboration softwareKeep current on new and emerging technologies, and regularly share knowledge with colleaguesClear, concise oral and written communication (phone, email, chat, and ticket)Utilize enterprise automation and remote access tools to update and deploy software Expectations The successful staff member will:Be ready to assist faculty and staff with IT related problems when called upon, and respond to the needs and questions of network users concerning their access to resources on the network and the operation of various software programsDemonstrate leadership and independenceRemain disciplined in light of many competing priorities and projectsPerform appropriate issue escalation and follow-upImplement and maintain security policies and procedures for the district network to ensure safety of data and IT systemsEnsure the anti-virus and remote access software is installed, properly configured, regularly updated and working properly on all computersAssist in maintaining servers and network hardware, carrying out routine network maintenance tasks such as setting up, maintaining and removing user network accounts where necessaryEnsure smooth and efficient running of all IT systems in the organizationKeep district employees informed of the various technological and policy changes that are taking place Qualification Requirements 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. Required Education and/or ExperienceExperience supporting users running Windows 10; Mac OS, and mobile OSs such as iOS, Android, and Chrome.Familiarity with network infrastructure (switches, routers, 802.11 ac/ax wireless, 802.1x authentication, PoE, VoIP, vlans, SDN, etc.)Experience using imaging, scripting, remote access tools, consoles, and other desktop management toolsExperience troubleshooting technical problems - ability to define problems, research, collect data, establish facts, and draw valid conclusions; also to interpret an extensive variety of technical instructions in mathematical or diagram formExperience installing software, updating and patching workstationsExperience with anti-virus and malware software, as well as infection remediationExperience providing user support and creating user documentationExcellent oral and written communications skills - ability to speak clearly and concisely both in oral and written communicationMust pass a criminal records check to reveal no felony convictions or enumerated misdemeanors; also, pass a misconduct check from previous employer(s)Must have and maintain a valid Michigan driver’s license and be able to travel between school buildings, districts and cities as needed Desirable Experience:Experience in an educational environment, preferably K-12.Bachelor's/advanced degree in computer science, management information systems or a technically related field or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquiredExperience with VoIP technologies and systemsExperience using, deploying and supporting open source softwareExperience with centralized network based printing (server and IP based)Experience creating end user documentation, tutorials, handouts, etc.Demonstrate good personal habits: mature and responsible judgment, honesty, patience, discretion, friendliness, self-initiative, neat appearance and good hygieneUnderstanding and ability to implement and utilize next generation web technologiesProfessional technology certificationsExperience using mobile device management tools (MDM)Experience networking computers and working in multiple domain AD environments Professional CompetenciesAbility to work both self directed and without supervision, and in groups and teamsAbility to work on their own initiativeAbility to interact with the district in an advisory roleAbility to problem solve, grasping the root of the problem of the customers directly or on phone and provide troubleshooting solutionsAnalytical skills to diagnose and repair problems that arise in computers, laptops, servers, networks, etc.Customer service orientation and knowledge about service ethics and procedures as well as security and privacyKnowledge to operate most office equipment (fax, copier, phone, VoIP phones, etc.)Analysis and decision making skillsParticipate fully and freely in the decision making process while recognizing lines of authority and responsibility for implementing all applicable final decisions 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. Other Necessary Skills and AbilitiesAbility to regularly lift up to 75 poundsAbility to frequently sit, stand, walk, reach, climb, see, talk, hear, kneel and proficiently operate a computer & various pieces of technology equipment for prolonged periodsAbility to read, analyze and interpret general business periodicals, professional journals, technical journals & procedures, or governmental regulationsAbility to write reports, business correspondence and documentationAbility to collaborate well with other staff membersAbility to understand customer needs and provide quality serviceAbility to set priorities and meet multiple deadlinesAbility to multitaskAbility to effectively present information and respond to questions from groups, including teachers, administrators, school board members and general publicAbility to maintain trust, integrity, privacy, and confidentiality of sensitive informationAbility to establish and maintain effective working relationships with colleagues, students, staff, administration and the school communityAbility to perform duties with awareness of all district requirements and Board of Education policiesThe position requires occasional irregular or extended work hours Work Environment 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. The noise level in this position is usually moderate to loud. When visiting a building, the noise level may be loud; in the office, quieter; in a classroom, moderate; and at meetings, moderate. District Drug/Alcohol Statement The employee shall remain free of any alcohol or non-prescribed controlled substance in the workplace throughout his/her employment in the district. Employment This is a non-union, at-will position with starting wage of $14/hour plus full benefits. Copper Country Intermediate School District Statement of Assurance of Compliance with Federal Law The Copper Country Intermediate School District, as an Equal Opportunity/Affirmative Action employ


Why Work Here?
Great staff to work with and excellent benefits, working with local teachers and staff to support education in the beautiful UP of Michigan.

REMC1 is a department of the Copper Country Intermediate School District (CCISD). The CCISD serves Houghton, Keweenaw, and Baraga counties. REMC1 also serves Gogebic and Ontonagon counties. We provide network, technical, and collaborative services to support education and local government/non profit agencies.


809 Hecla St Hancock

Hancock, MI



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