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Help Desk Technician
Madison Area Technical College in Madison, Wisconsin
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Date Posted 01/04/2019
Admin-Computing-Support and Training
Salary -  USD Per Year
Employment Type Fulltime
Application Deadline Open until filled
Posting Details


Position Title: Help Desk Technician
Request Type: Vacancy
Posting Date: 01/03/2019
Application Deadline:  
Open Until Filled Yes
Transfer Requests and Application Due By:  
Salary $20.57 - $22.89
Location: Madison-Truax
Department: Technology Services
Employment Conditions:

Madison College invites individuals with demonstrated technical competence in a customer support environment to join the Technology Services team as a Help Desk Technician to work the hours of 11 am to 7 pm, Monday through Friday. If you are looking to share your IT expertise to make a difference in the Madison College community, apply now!

The position will remain open until filled, with a first consideration date of January 18, 2019. After this date, the recruitment may close without further notice. Interested applicants are encouraged to apply as soon as possible.

Madison College is invested in providing the right resources to deliver modern technology to our students and staff. Most importantly, you will play a part in maintaining the College’s mission, vision and values. 

This position is located in the vibrant and diverse city of Madison, Wisconsin’s 2nd largest city and state capitol. Nestled between two recreational lakes, Madisonians are offered year-round activities for all, including the Dane County Farmers’ Market located around the Capital Square, more than 200 miles of scenic biking and hiking trails, world class restaurants, and numerous festivals and community events. Madison is consistently ranked as a top community in which to work, live and play. Madison offers a small town feel, with a big city impression. But, if that’s not enough, Madison is just a short 125 miles northwest of Chicago and 77 miles west of Milwaukee. To learn more about what Mad-Town has to offer, you can visit

Madison College provides a competitive total rewards package.

Organizational Function and Responsibilities:

This position is responsible for providing a wide variety of technical support to Madison College students, faculty and staff. This includes responding to telephone, walk-in and email contacts. Responsibilities include incident/problem troubleshooting and determination, initiating, recording and updating tickets in the incident management system, participating in projects and team meetings, identifying and documenting technical solutions, identifying problem resolution or escalating problems to resource teams within Technology Services. This position provides complete issue resolution for the majority of customers and the individual in this role possesses the technical skills to understand, interpret and resolve problems with all Madison College technology services resources.

Products and services include but are not limited to the following: Networks, client/server systems, Windows PC and Apple/Macintosh systems and environments, desktop application software (including Microsoft Office), MS Outlook E-Mail, Malware/virus troubleshooting, remote control/desktop management software, peripheral devices, mobile devices and others.

Essential Duties:

The following duties are typically expected of this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

1. Provides one-on-one user problem resolution over the telephone, via email and/or walk-in traffic for end-users. 
2. Provides first person contact and problem resolution for all users with hardware, software and application incidents or problems. Resolves as many user-reported problems as expertise permits using available tools and following established procedures and policies for the handling of support cases.
3. Identifies possible trends in support calls and assists in the development of documentation for frequently reported problems and issues. Notifies management of increasing trends, unusual or repeated activity.
4. Assists in the installation, testing and implementation of new software, hardware or peripheral devices (e.g. printers, mobile devices).
5. Investigates errors and problems and performs root cause analysis in an effort to provide permanent resolutions/solutions.
6. Escalates problems when necessary, following established policies and procedures.
7. Acts as a liaison between end-users and internal support staff to assure accurate problem interpretation. 
8. Maintains an in-depth knowledge of Technology Services support products and services.
9. Reviews and updates support documentation, and assists in the development of technical support training materials and standard operating procedures as assigned.
10. Maintains a strong knowledge of the incident management system and reporting functionality.
11. Performs administrative functions on the incident management system. Generates reports as assigned.
12. Serves as a member of the Change Management Committee. Reports impending changes to the Customer Service team and assists in formulating strategies for responding to requests for help following implementation.
13. Provides technical solutions for entry into the team’s or department’s knowledge base.
14. Performs desk side, in-person assistance as necessary.

Knowledge, Skills, and Abilities

Knowledge of:

1. Demonstrated knowledge of desktop operating systems (e.g. Microsoft Windows, Mac OS), various software applications and basic hardware and peripherals for the PC.
2. Demonstrated technical competence in a customer support environment, knowledge of networking system technologies (including hardware and software) maintenance procedures and system capabilities and limitations. 
3. Demonstrated knowledge of incident and telephone tracking systems. Knowledge of appropriate categorization of incidents and of escalation points when necessary.

Skilled in:

4. Strong customer service skills, especially the ability to remain calm and positive when working with challenging or demanding customers.
5. Strong technical troubleshooting and decision-making skills.
6. Strong understanding of time and resource management.
7. Demonstrated organizational skills.

Ability to:

8. Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
9. Ability to multi-task in an environment with frequent interruptions.
10. Demonstrated ability to effectively communicate both verbal and written, by phone, via email or in person.
11. Demonstrated ability to manage multiple priorities and follow through on projects to completion.
12. Demonstrated ability to work independently.


1. Associates degree or two-year technical certificate from an accredited institution in computer operations or a closely related field; or two years (4,000 hours) of an equivalent combination of education and work experience directly related to the skills required for successfully performing this position.

Experience used as an equivalent of an educational requirement is in addition to any experience required by the position. *

2. Two years (4,000 hours) related work experience to include one year (2,000 hours) work experience performing technical help desk duties in a medium to large work environment (500-2000 workstations).

Special Instructions to Applicants:

For application troubleshooting, call the Human Resources Department at (608) 246-6900.

Madison Area Technical College is an Equal Opportunity Employer. Minorities and females are encouraged to apply.

Madison Area Technical College does not discriminate on the basis of race, color, national origin, sex, disability or age in its programs or activities. The following person has been designated to handle inquiries regarding the non-discrimination policies:

Rosemary Buschhaus, J.D., SPHR, SHRM-SCP
Director of Employment and Employee Relations
1701 Wright St
Madison, WI 53704
(608) 246-6904

Position Type: Support Staff
Recruitment Strategy: External
Posting Number 20160603029
FLSA: Nonexempt
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