Supplemental - Technology Support Assistant

Summary

This role is perfect for a technology student or someone with a strong technical interest and basic skills looking to gain hands‑on experience in a help‑desk environment.

This position focuses heavily on providing first‑level customer service and troubleshooting support to all NMC computer account holders via phone, chat, and on‑site interactions. A successful candidate will be dependable, excel at customer service, maintain confidentiality, and have strong technical acumen.

• High School Diploma or GED
• Customer & Communication Skills
• Familiarity with PC (and Mac) computers
• Experience with MS Word, MS Excel, and/or G Suite Applications
• Experience with multiple web browsers
• Technical Basics:
  Computer skills in printing, client applications, and networking, along with technical troubleshooting ability
• Strong documentation writing skills and the ability to follow technical procedures
• Ability to learn new technologies and possess strong technical acumen

• Authentication Specialist: Primarily responsible for managing passwords, account verification, account resets, account unlocks, and multi‑factor authentication for all users, focusing on password security.
• Customer Support: Answer help‑desk walk‑ups, phone lines, chats, and tickets, ensuring excellent customer service.
• Tier 1 Troubleshooting: Diagnose and resolve basic technical issues and enter detailed tickets for problems involving:
  • PC and Macintosh software and hardware.
  • Network connectivity, wireless, and internet issues.
  • Office productivity software (like MS Word, MS Excel, and G Suite Applications).
  • Learning Management System (LMS) issues (Canvas preferred).
• Ticket Management: Enter detailed technical information into the online ticketing system and elevate complex issues to appropriate departments.
• General Duties: Assist with orientations, maintain help‑desk computers/printers, and contribute to support documentation and videos.

• Ticket‑Driven Hardware Swaps: Execute "break‑fix" tickets assigned by the Client Support Administrator by visiting user desks to replace faulty hardware.
• Peripheral Replacement & Desktop Setup: Respond to dispatched requests for peripheral failures. Bring new keyboards, mice, monitors, and headsets directly to the user’s workspace, ensuring everything is plugged in and functioning correctly before closing the ticket.
• Cable Cleanup & Basic Connectivity: Assist in maintaining organized work spaces during equipment changes. Ensure all cables are neatly routed and that the newly installed equipment properly connects to the local network and power sources as directed by the administration team.

This job has no supervisory responsibilities.

No competency or factor selected.

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

To perform this job successfully, an individual should have knowledge of Chrome and other browsers, and browser‑based applications; MS Excel and G Suite Applications spreadsheet software and MS Word processing software, have computer skills in printing, client applications, and networking, have technical troubleshooting ability, have strong technical acumen, and familiarity with Macintosh computers (preferred).

The physical demands…