IT Technician - Help Desk

Location: Town of Wausau

## IT Technician - Help Desk Apply locations:
City County ITtime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
July 14, 2026 (19 days left to apply) job requisition :
JR-860
** Job Posting End Date:
** 07-14-2026
** Worker Sub-Type:
** Regular
* * Scheduled Weekly

Hours:

** 40

The purpose of this position is to provide exceptional customer service by promptly intaking, responding to, and resolving customer technology issues efficiently and effectively. This role supports a wide range of end-user needs, including troubleshooting, basic systems administration, and 1:1 technology education. Work is performed under the direction of the IT Manager – Endpoint. This position requires an onsite presence.
** Essential Duties and Responsibilities
**** The following duties are normal for this classification. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.**
* *
* Essential Duties and Responsibilities:

** The following duties and responsibilities are specific to this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required or assigned.
* Perform duties in a manner that is consistent with CCITC core values
* Follow CCITC and applicable Marathon County policies and procedures
* Establish and maintain effective working relationships with fellow employees, and the public
* Maintain confidentiality of information
* Communicate effectively and professionally both written and orally
* Serve as the first point of contact for customers seeking technical assistance through phone, email, chat, or the ticketing system.
* Accurately document and categorize all support requests, incidents, and resolutions.
* Troubleshoot entry-level software, system access, and network connectivity issues.
* Provide step-by-step guidance, training, and education to customers to increase their comfort and efficiency with technology.
* Escalate issues that require advanced troubleshooting or higher level administrative access to the appropriate support teams.
* Monitor open tickets to ensure timely resolution and follow-up with customers.
* Maintain working knowledge of common applications, systems, and organizational procedures.
* Assist with user account administration tasks such as password resets and basic access provisioning.
* Create user accounts and assign predefined access rights in accordance with established procedures.
* Contribute to knowledge base articles, user guides, and internal documentation.
* Deliver service in alignment with IT policies, procedures, and service-level expectations.
* Communicate clearly, professionally, and empathetically with customers of all technical backgrounds.
*
* Qualifications:

*** Associate degree with one year of help desk, customer support, or IT-related experience, or an equivalent combination of education and experience.
* Relevant certifications such as CompTIA A+, ITF+, and Microsoft 365 Fundamentals are preferred.
* Previous customer service or technical support experience preferred but not required.
** Knowledge, Skills, and Abilities:
*** Strong customer service orientation with excellent communication skills.
* Basic understanding of desktop operating systems, cloud applications, and common business software.
* Ability to follow standard troubleshooting processes and escalate issues appropriately.
* Strong problem-solving skills and attention to detail.
* Ability to explain technical concepts in a simple, user-friendly way.
* Ability to manage multiple tasks and prioritize effectively.
* Willingness to learn new technologies and adopt new processes.
* Ability to work independently and within a team environment.
** Compensation:
** Starting hourly rate of pay: $24.13/hr
** Final date to receive applications:
July 13, 2026
** Also provided is a comprehensive employee benefits package including health and dental insurance and income continuation and life insurance, paid leave, holidays, deferred compensation, flexible benefit program, and Wisconsin Retirement System.
** SELECTION PROCEDURE:
** Selection of the successful candidate may be made by assessment of experience and education, criminal record check,…