What are the responsibilities and job description for the Help Desk Technician position at Medical College of Wisconsin?
Purpose
Triage, Resolve, and Route customer incidents/requests in a timely and accurate manner. Resolves the majority of all customer issues upon the first contact, to provide the highest level of IT Service while minimizing/avoiding hierarchical escalations. Acts as a single point of contact and one stop shop for the customer base.
Primary Functions
Technical Support, Customer Service, Interpersonal Skills, Split-half troubleshooting methodology, Empathy, Active Listening, Patience, High Level of Written and Oral Communications, IT Best Practices, IT Security, Account Management, IT Compliance, Database Design
Appropriate experience may be substituted for education on an equivalent basis
Minimum Required Education: High school diploma
Minimum Required Experience: 3-5 years
Job Scope
Complexity – some initiative and occasional judgment required
Impact – errors may cause minor damage; work requires regular attention to accuracy
Autonomy – performs work without constant supervision; expected results are specifically outlined
Communication – proactively provides information to others; ensures appropriate dissemination of information
Responsibility – assists others to ensure proper completion of work
Confidentiality – supervised when working with confidential information
Leadership – may provide periodic training or assistance to others
Physical Requirements
Work requires occasional lifting of moderate-weight materials, standing, or walking continuously.
Risk Potential
Little or no exposure to hazards such as dust, fumes, or extreme temperatures, airborne or blood-borne pathogens, extreme temperatures, or allergens.
Sensory Acuity
Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.
Work Environment
Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.
Why MCW?
For a full list of positions see: MCW Careers
At MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you. For more information, please visit our institutional website.
MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination:
The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.
Triage, Resolve, and Route customer incidents/requests in a timely and accurate manner. Resolves the majority of all customer issues upon the first contact, to provide the highest level of IT Service while minimizing/avoiding hierarchical escalations. Acts as a single point of contact and one stop shop for the customer base.
Primary Functions
- Acts as a single point of contact while providing multi-tier support for all incoming software, hardware, account, security, and network issues for internal and external customers
- Provides application support/configuration of (2800 Apps) for the internal faculty, staff, and students to maintain efficient endpoint computing.
- Manages and maintains Active Directory, Microsoft Exchange, and Office 365 to ensure accurate creation, termination, and compliance of accounts, distribution lists, security groups, calendars, and contacts for internal and external customers.
- Grants add/changes of file/folder permissions within network and cloud file systems to ensure proper security and compliance
- Maintains, designs, and implements changes to internal team databases, including but not limited to the ITSM, AI Bot, CMDB, Remote Access, and Anti-Malware systems
- Implements / Manages Software License Compliance for all existing and new software titles, which are resold internally within the company, to ensure contract compliance with software vendor partners
- Manages Software and Hardware lifecycle management to ensure customers are leveraging the most up to date computing hardware, and most up to date secure software versions to minimize security vulnerabilities.
- Performs and manages Software Deployment / Patch Management including the scripting (powershell, bash, batch) of software packages within RMM / automation tools to ensure proper distribution, patching of software titles across 10,000 endpoints
- Performs and manages MDM technologies to ensure proper security, policies, and OS updating across the endpoints
- Manages Multi-Factor-Authentication systems including granting accounts, troubleshooting connection issues, and responding to fraudulent reports.
Technical Support, Customer Service, Interpersonal Skills, Split-half troubleshooting methodology, Empathy, Active Listening, Patience, High Level of Written and Oral Communications, IT Best Practices, IT Security, Account Management, IT Compliance, Database Design
Appropriate experience may be substituted for education on an equivalent basis
Minimum Required Education: High school diploma
Minimum Required Experience: 3-5 years
Job Scope
Complexity – some initiative and occasional judgment required
Impact – errors may cause minor damage; work requires regular attention to accuracy
Autonomy – performs work without constant supervision; expected results are specifically outlined
Communication – proactively provides information to others; ensures appropriate dissemination of information
Responsibility – assists others to ensure proper completion of work
Confidentiality – supervised when working with confidential information
Leadership – may provide periodic training or assistance to others
Physical Requirements
Work requires occasional lifting of moderate-weight materials, standing, or walking continuously.
Risk Potential
Little or no exposure to hazards such as dust, fumes, or extreme temperatures, airborne or blood-borne pathogens, extreme temperatures, or allergens.
Sensory Acuity
Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.
Work Environment
Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.
Why MCW?
- Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
- 403B Retirement Package
- Competitive Vacation and Paid Holidays offered
- Tuition Reimbursement
- Paid Parental Leave
- Employee & Family Assistance Program (EFAP)
- Pet Insurance
- On campus Fitness Facility, offering onsite classes
- Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.
For a full list of positions see: MCW Careers
At MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you. For more information, please visit our institutional website.
MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination:
The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.