Campus Help Desk Specialist

We're Apogee. Nice to meet you. At our core, we're an IT-services organization that happens to focus on higher education. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets today's needs technology-savvy generation. 

We work hard, celebrate success, and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today. 

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

This is an onsite position with our client Wisconsin Lutheran College.

Compensation:

The hourly rate for this position is $18-$25/hour depending on experience.

Here’s your job:

• Serve as the first point of contact for technical support issues.
• Solve issues using a variety of methods including phone, online or in-person
• Focus on assisting end-users with basic technical issues, such as software problems, hardware malfunctions, and connectivity issues.
• Tasks include troubleshooting, diagnosing, and resolving technical problems, providing instructions, and escalating issues to higher-level support if needed.
• Serve as a mentor for student workers in the department.
• Record incidents, solutions, and updates in a ticketing system.

You’ll love this job if this describes you:

Action Orientation. Deeply engrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project. Your work directly impacts others being able to do theirs.

Technical Learning. Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.

Clear Communication Skills. Your written and verbal communications are friendly, to the point, and professional. You have a natural, but realistic tone to your communication style, and you’re not afraid of tough conversations.

Service to others/customers. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers.

Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you’re wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

Important considerations you should review:

Physical requirements. You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands, you may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch, or crawl. You’ll need to lift 25 lbs.

Criminal Background. We take the safety of our team and our customers very seriously. You must pass a criminal background check to work on any of our customer’s properties.

Onsite Work.  This is an onsite position with our client Wisconsin Lutheran College.  You will be reporting to an IT Manager.

Requirements

• Proven experience as a help desk technician or other customer support role

• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• Troubleshooting Skills
• Email and Collaboration Tools experience
• Software Installation and Configuration experience
• Systems Monitoring and Logging experience

Benefits

Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better so here is what we are offering: 

• An attractive salary 
• Health insurance plan including Health Savings Account matching program 
• Monthly technology stipend  
• Engineering and Technical teams receive cash bonuses for obtaining certifications 
• Maternity and Paternity leave 
• Peer recognition program 
• Career development programs 

At Apogee, we believe education is a doorway to a fair and just society. Within our own walls, we stand committed to creating a healthy culture of diversity and inclusion, empowering one another as advocates for an inclusive workplace, and doing so transparently. Apogee employees founded three employee-led groups in 2020 including Diversity and Inclusion, Civic Awareness, and Apogee Veterans.  

Accommodations: 

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources, [email protected].