Salary : $50,980.80 - $58,260.80 Annually Location : Rhinelander, WI Job Type: Full-time Job Number: 150####### Department: Information Technology Opening Date: 07/21/2025 Position Summary Under the general supervision of the Manager of IT Operations, the Help Desk Technician acts as the first point of contact for end users, providing timely, effective, and customer-focused support. This role is essential in ensuring a smooth and positive user experience through responsive communication and personalized solutions. The Technician plays a critical role in maintaining and enhancing IT services by applying industry best practices and contributing to ongoing improvement efforts. By working collaboratively with departments across the college, the Technician supports consistent and high-quality user experience while helping to strengthen the overall impact and effectiveness of the information technology department. Primary Duties and Responsibilities (List is not all-inclusive; other duties may be assigned.) IT Service Desk •Provide responsive, customer-focused technical support through phone, email, chat, and in-person channels. •Monitor and manage the help desk tickets; resolve, escalate, or reassign issues as appropriate, ensuring thorough documentation. •Collaborate with IT staff to communicate ticket status and confirm successful resolution with end users. •Perform follow-up to ensure services meet customer expectations and maintain high satisfaction. •Analyze feedback and service data to identify trends, service gaps, and improvement opportunities aligned with industry standard practices. •Track key performance indicators (KPIs) and provide reports and recommendations to support service quality improvement. •Support event technology setup and provide on-site technical assistance as needed. •Assist the IT Team with ordering, monitoring, and inventory control. Teamwork and continuous Quality Improvement •Identify service trends and process gaps, recommending and implementing improvements to enhance the end-user experience. •Advocate for users by offering personalized guidance and ensuring their experiences align with expectations. •Leverage emerging technologies to improve tools, processes, and operational efficiency. •Facilitate connections between users and other college services to help them maximize available resources. •Maintain documentation, standards, and guidelines that support consistent and user-centered service delivery. •Actively participate in team meetings, projects, and goal-setting activities to support collaborative improvement efforts. Knowledge, Skills, and Abilities: •Knowledge of ITIL framework service management or service desk operations. •Customer-centered approach and dedication to continuous service improvement. •Detail-oriented mindset with a focus on delivering high-quality user experiences •Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels of the organization •Ability to provide exceptional customer service, be service oriented, forward-looking, and innovative. •Ability to be resourceful and creative in troubleshooting technical issues as they arise. •Ability to work productively in a team environment and represent a continuous quality improvement mindset. •Ability to multitask, prioritize and manage time effectively. •A strong desire to help people succeed with their education and/or accomplish the task at hand. •Ability to successfully work both independently and with a wide range of customers with differing levels of technical knowledge. •Possess an outgoing and engaging personality. Physical Demands: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. •While performing the duties of this job, the employee will be exposed to normal office conditions and usual office equipment such as telephone, personal computer, printers/copiers, reports and files. •The employee will be constantly required to sit, talk, hear, and type/write. •The employee will be frequently required to stand, walk, touch/handle/grasp (using hands and fingers), and reach with hands and arms. •The employee must occasionally bend or squat and lift and/or push up to 25 pounds of general office items. •Specific vision abilities required by this job include close, far, and field of vision. •This position requires regular and punctual employee presence. Qualifications Required Qualifications: •Associate Degree in Business, Communications, or Information Technology. •Customer support, help desk or service desk experience. •Experience with Microsoft 365 applications, Active Directory or similar enterprise cloud-based services, mobile technology, VPN, incident management software, and remote support tools. Preferred Qualifications: •2-5 years of experience with current office technology including computing devices, telecommunications, and common business applications. •ITIL Foundation or CompTIA certifications. Other Compensation: The salary is commensurate with qualifications and experience, pay range $24.51-$28.01/hour. Includes a comprehensive benefits package. Application Procedure: Apply at nicoletcollege.edu/employment. Attach a cover letter addressing how your background and experience are consistent with the required and preferred qualifications of the position, a current resume, and unofficial college transcripts. Applications received by 4 p.m. on Monday August 4th, 2025, will receive full consideration. The position will remain open until filled. Nicolet Area Technical College does not discriminate on the basis of race, color, national origin, sex, disability or age in employment, admissions or its programs or activities. We're proud to offer our employees a comprehensive benefits package and competitive wages. Employees may be eligible for the following benefits:
- Paid Time Off - holidays, bereavement leave, and six-weeks paid time off for FT employees
- Health Insurance with UMR - employer pays 88-91% of premiums
- Employer contribution to HSA for employees enrolled in HDHP
- Dental Insurance with Delta Dental - employer pays 100% of premiums for single; 96% for family plan
- Vision Insurance with Superior Vision - optional; 2 plans to choose from
- Life Insurance - employer pays 100% for Basic coverage; optional Additional and Spouse/Dependent coverage
- Long Term Disability Insurance - employer pays 100%
- Short Term Disability Insurance - optional; paid by employee
- Employee Assistance Program - employer pays 100%
- Required participation in Wisconsin Retirement System
- Optional Participation in Section 125 Plan - Flexible Spending Account
- Optional Participation in Tax Sheltered Annuity Plan403(b) and 457(b) plans
- Professional Development Funding
- Degree Pursuit Reimbursement - by application, after 1 year of service
- Employee Mentoring Program
- Wellness Initiatives
- Ergonomic assessments
- On-site mammograms and flu shots
- Support for mothers
- Teladoc online medical services
- Walking trails
- Weight loss and nutrition programming
- Hinge Health as a virtual physical therapy option paid by employer
Benefits are pro-rated for some part-time positions. Eligible employees will receive timely notification if/as they become eligible to participate in benefit programs. Additional services and on-site resources include:
- - Highlights collaboration with local non-profits, public art on campus, social gatherings, and dynamic conversations.
- - We believe learning is for life! Get creative with classes in a variety of areas:
- Arts & Crafts
- Computers & Technology for Home
- Food & Cooking
- Health & Fitness
- Personal Enrichment
- Food and Dining
- A' La Carte Service - grab 'n go items, operated by Culinary students.
- Lakeside Cafe and Market - located in the Lakeside Center.
- - a student-run restaurant offering a range of cuisine prepared and served by student chefs. Operates during spring semester.
- Check out a wide variety of items including books/audiobooks, DVDs, music on CDs, magazines, newspapers, and electronic items like laptops, cameras, and recorders.
- Participate in events/offerings throughout the year.
- Tours and research assistance.
- Conference and technology classrooms, computer labs, and a theatre are available for rent, and we offer catering services.
- Salon
- - Cosmetology students provide a range of hair care, nail care, and spa services.
- Theatre
- brings a diverse offering of events to celebrate the performing arts from the Northwoods and around the world including theatre, music, and film events.
01 Do you possess an Associate Degree or higher?
02 Do you have experience in customer support, help desk or service desk experience AND experience with Microsoft 365 applications, Active Directory or similar enterprise cloud-based services, mobile technology, VPN, incident management software, and remote support tools?
Required Question