Help Desk Associate

Position Summary - The IT Help Desk Associate is an entry-level position providing basic technical support for Milwaukee College Prep's computer systems, hardware, and software. The Help Desk Associate will be responsible for day-to-day technical support, escalating more complex issues as needed, and helping maintain IT Asset Inventory. Strong customer service skills and an eagerness to learn are a must, while experience within a school setting is a bonus.

Essential Duties & Responsibilities

• Serve as the first point of contact for all things IT related
• Respond to IT Tickets in a timely manner
• Maintain detailed documentation within tickets on issues, steps, and resolution
• Provide excellent customer service via email, phone, and in-person
• Perform troubleshooting and problem-solving through diagnostic techniques
• Display a professional disposition and positive attitude
• Escalate tickets as needed to another IT staff member or to a vendor
• Exercise good judgement in prioritizing tasks and assignments
• Ship, receive, and transport broken/repaired device inventory between campuses
• Other tasks as assigned

Required Knowledge, Skills, & Abilities

• Confident use of a computer for basic everyday tasks (checking emails, managing files and folders, navigating websites, etc)
• Basic understanding of computer parts (keyboard, mouse, screen, USB port, etc)
• Comfortable adapting to new and evolving technology
• Ambition to grow in IT through certifications, education, and advancement opportunities
• Ability to explain technical concepts in simple terms for users of all skill levels
• Strong customer service skills, interpersonal skills, and work ethic

Qualifications

• High School Graduate or equivalent
• 2+ years in any role requiring strong communication (customer service, education, etc)
• Experience using Windows, MacOS, or ChromeOS Operating Systems
• Familiarity with Google Workspace and/or Microsoft Office (Docs/Word, Sheets/Excel, & Slides/Powerpoint)
• Valid driver's license, automobile insurance, and reliable transportation - position involves regular travel between each campus, including occasional transport of IT equipment and inventory

Physical Requirements

• Regularly required to sit, stand, and walk between work areas
• Ability to lift and carry up to 50lbs (for transporting IT equipment between campuses)
• Occasionally required to kneel, bend, or reach when installing/troubleshooting
• Ability to sit at a desk for prolonged periods and work on a computer

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