IT Technician - Help Desk

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

Application Deadline: 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, data-entry test; oral interview; review of references, written background inventory, and other appropriate job-related selection procedures.  All applicants will be notified as to the status of their application.

CCITC reserves the right not to fill this position based on applications received, staffing needs and other open positions. 

SPECIAL ACCOMMODATIONS:

CCITC will make arrangements to furnish appropriate auxiliary aids and services where necessary and reasonable to afford an individual with a disability the opportunity to participate in the recruitment process. Please notify the CCITC office or phone (715) 261-6710 to request special accommodations prior to the application deadline.

NOTICE TO APPLICANTS:

Wisconsin Statutes, Sections 19.36 (7), 64.09 (5), and 64.11 (7) require public employers to treat the following items as a public record: Each applicant’s application, records, recommendations and qualifications except as provided in Section 19.36 (7), Wis. Stats. that allows the identity of an applicant to remain confidential if the applicant requests in writing that the CCITC not provide access to this information.

If you choose not to have this information become a public record, you must make such a request in writing to the City County IT Commission If you become a finalist for the position, your identity may be disclosed as required by law.