Helpdesk Technician I/II

About us

REMC1 (Regional Educational Media Center 1) is the IT department of the CCISD (Copper Country Intermediate School District), located in Hancock, Michigan. REMC1 provides enterprise level technology services to many agencies across the Western Upper Peninsula.

Helpdesk Technician (Tech Support) I/II

REMC1 at the Copper Country Intermediate School District is a full service technology support and Internet service provider.

Job posting summary:

Providing enterprise-level technical support to school districts, government agencies and non-profits in western Upper Peninsula (office in Hancock)

QUALIFICATIONS:

1. Relevant degree preferred. Experience required

2. Experience troubleshooting and supporting Windows & MacOS in a large networked Active Directory environment, both hands-on and remotely. iOS and ChromeOS experience desired.

3. Experience with enterprise IT tools such as scripting, RDP, system management, documentation and ticket systems, and best practice implementation

4. Experience with TCP/IP, Ethernet, and wireless networks in an enterprise network environment

5. Requires excellent customer communications and relations; strong documentation skills; team-oriented personality; natural multi-tasking and time-management abilities; critical thinking and ability to prioritize

6. Experience working with a team

LENGTH: Full-time position (12 months per year), with full benefits

APPLICATION DEADLINE: Until Filled

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Full Job Description:

COPPER COUNTRY INTERMEDIATE SCHOOL DISTRICT

JOB DESCRIPTION

Position Title Helpdesk Technician

Department REMC

Reports To REMC 1 Director

Length of Contract Full-time, 12 month Position

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 assigned

• Work 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 services

• Install, maintain, repair, upgrade and update computers, workstations and other IT equipment hardware and software as directed using best practices, standards, automation and documentation

• Identify problems with and help repair VoIP phones, printers, copiers, scanners, projectors, interactive boards, document cameras and other classroom technology

• Install, test and document new software

• Track, prioritize, document, communicate and resolve support requests using the SupportNet helpdesk ticket system

• Work with other SupportNet staff to provide reliable technology services and provide expert technical support to assist other REMC employees

• Help 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 software

• Keep current on new and emerging technologies, and regularly share knowledge with colleagues

• Clear, 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 programs

• Demonstrate leadership and independence

• Remain disciplined in light of many competing priorities and projects

• Perform appropriate issue escalation and follow-up

• Implement and maintain security policies and procedures for the district network to ensure safety of data and IT systems

• Ensure the anti-virus and remote access software is installed, properly configured, regularly updated and working properly on all computers

• Assist in maintaining servers and network hardware, carrying out routine network maintenance tasks such as setting up, maintaining and removing user network accounts where necessary

• Ensure smooth and efficient running of all IT systems in the organization

• Keep 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 Experience

• Experience 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 tools

• Experience 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 form

• Experience installing software, updating and patching workstations

• Experience with anti-virus and malware software, as well as infection remediation

• Experience providing user support and creating user documentation

• Excellent oral and written communications skills - ability to speak clearly and concisely both in oral and written communication

• Must 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 acquired

• Experience with VoIP technologies and systems

• Experience using, deploying and supporting open source software

• Experience 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 hygiene

• Understanding and ability to implement and utilize next generation web technologies

• Professional technology certifications

• Experience using mobile device management tools (MDM)

• Experience networking computers and working in multiple domain AD environments

Professional Competencies

• Ability to work both self directed and without supervision, and in groups and teams

• Ability to work on their own initiative

• Ability to interact with the district in an advisory role

• Ability to problem solve, grasping the root of the problem of the customers directly or on phone and provide troubleshooting solutions

• Analytical 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 privacy

• Knowledge to operate most office equipment (fax, copier, phone, VoIP phones, etc.)

• Analysis and decision making skills

• Participate 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 Abilities

• Ability to regularly lift up to 75 pounds

• Ability to frequently sit, stand, walk, reach, climb, see, talk, hear, kneel and proficiently operate a computer & various pieces of technology equipment for prolonged periods

• Ability to read, analyze and interpret general business periodicals, professional journals, technical journals & procedures, or governmental regulations

• Ability to write reports, business correspondence and documentation

• Ability to collaborate well with other staff members

• Ability to understand customer needs and provide quality service

• Ability to set priorities and meet multiple deadlines

• Ability to multitask

• Ability to effectively present information and respond to questions from groups, including teachers, administrators, school board members and general public

• Ability to maintain trust, integrity, privacy, and confidentiality of sensitive information

• Ability to establish and maintain effective working relationships with colleagues, students, staff, administration and the school community

• Ability to perform duties with awareness of all district requirements and Board of Education policies

• The 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 employer, complies with applicable federal and state laws prohibiting discrimination, including Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973. The Board of Education does not discriminate on the basis of race, color, national origin, sex (including sexual orientation and transgender identity), disability, age, religion, height, weight, marital or family status, military status, ancestry, genetic information, or any other legally protected category (collectively, “Protected Classes”), in its programs and activities, including employment opportunities.

Questions or concerns regarding the nondiscrimination policies, as well as complaints of unlawful discrimination, retaliation, denial of equal access, or harassment, should be directed to one of the District’s Compliance Officers.

Copper Country Intermediate School District/REMC1 provided the following inclusive hiring information:

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
We are taking recommended and required precautions, as recommended and required by our local health department.

Education:

• Associate (Preferred)

Experience:

• Windows: 3 years (Preferred)
• Active Directory: 2 years (Preferred)
• IT support: 3 years (Preferred)

Language:

• English (Required)

Work Location:

• One location

Work Remotely:

• No