Technical Support (Help Desk)

About NISC

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ utilities and broadbands across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality driven and valued priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. NISC has been ranked in ComputerWorld's Best Places to Work for twenty-two years, and we are looking for qualified individuals to join our Team.

Work Schedule

- Hybrid (after an initial training period) from our Mandan, ND office

- Hybrid Schedule: Minimum of working 4 days per week onsite with availability to work up to 5 days a week from an office location.

- Monday-Friday, scheduled to work within 7:30 am – 6:00 pm

Primary Responsibilities

- Serves as first tier Helpdesk support to the administration of both Windows and Mac devices, tasks include (but not limited to):

- Performs installations, setting up Active Directory (AD) user accounts, maintaining general logins, establishing permissions, etc

- Performs hardware and software maintenance, repairs, upgrades, backups, restores and other maintenance tasks as needed

- Supports device replacements and rotations

- Installs and troubleshoots NISC approved software on NISC owned devices

- Provides support of NISC's phone & ACD systems

- Assists with support of our SSO (Okta) for various applications

- Provides initial support by assisting onsite or virtual employees with common login and permission issues, as well as resolving problems related to software, hardware, and peripheral devices.

- Utilizes remote connectivity tools such as NinjaOne or Microsoft Teams to assist with support efforts

- Troubleshoots and maintains Apple devices, including Mac computers, iPads and AppleTVs

- Manages onsite meeting room technology needs, including AV setup, system updates, and technical support, ensuring that all NISC meeting spaces and event requirements are met

- Ensures NISC meeting rooms and other meeting technical requirements are up to date for the facilitation of various NISC meetings/events

- Assists project leads on various projects within the Helpdesk team

- Availability to participate in an On-Call/Afterhours rotation (one week about every two months)

- Additional tasks or duties as required

Knowledge, Skills & Abilities Preferred

- Strong verbal and written, interpersonal and communication skills

- Strong customer service skills

- Familiarity with the setup and support of Windows and Mac operating systems and software

- Familiarity with basic support of TCP/IP networks

- Familiarity with basic Virtual Private Network clients (VPN) and computer connectivity (WiFi/LAN)

- Familiarity with Telephony

- Familiarity with Okta (SSO)

- Familiarity with a ticketing system or working from a queue

- Strong problem-solving skills and attention to detail

- Ability to work independently, as well as in a team environment

- Ability to effectively adapt to change

- Ability to interact in a positive manner with internal and external contacts

- Ability to maintain the highest level of professionalism, ethical behavior and confidentiality

- Commitment to NISC's Statement of Shared Values

Education Preferred

- High School Diploma or equivalency required.

- Bachelor's Degree in a related field or equivalent experience preferred.

Minimum Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.

Disclaimer

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.