Madison College - Request for a Technician III Consultant

Truax Campus - 40 hours per week 1 position requested

The College is seeking one (1) highly motivated and capable person to perform field work for computer/printer hardware, system imaging and network issues reported via incoming phone, or first person contact to meet Madison College Technical Services (TS) needs for faculty/admin staff. This work includes hardware repairs/troubleshooting, imaging, moving and general maintenance. For all college locations. This role requires someone with customer service skills. Someone who can work with issues through the phone or in person and someone that can be comfortable under pressure. This individual must have the ability to work independently in a high volume/pressure environment.

This is a strategic position that impacts Madison College's capability to conduct business in an uninterruptable manner. The position has cross-organization scope within the College and Technology Services.

This position will report directly to the Director, Customer Service in Technology Services.

Must have solid phone/soft skills and customer service experience.
Organization.
Ability to maintain composure with end customers.
Ability to follow-through on expectations tasks and ensure work assignments are completed.
Ability to effectively communicate, both orally and in written form.
Experienced working in a deadline-driven environment, handling and prioritizing multiple tasks.
Excellent conceptual, problem solving, and analytical skills.
Ability to work independently or as a member of a team on complex tasks.
Demonstrated competency in documenting solutions for both technical and functional audiences.

Provide Support Services and TS through Customer Service
Work with Tier 2/3 staff in a professional manner
Support PC troubleshooting/imaging
Work with documentation specialist
Assess needs of customers.
Work independently.
Participate as a team member to achieve successful business process.
Communicate status to management and teams.

Display energy and initiative in solving problems
Follow all possible avenues to get the job done
Adaptable undertake a variety of tasks willingly
Work effectively with a variety of personalities and work styles
Quality demonstrate appropriate quality and thoroughness in their work
Decisive ability to make decisions quickly when faced with multiple options
Ability to influence others in decided course of action
Integrity act with personal integrity at all times
Professional work with their teams' processes
Confront problems, propose solutions and take ownership through to resolution or ensure a clear hand-off.
Have a positive "can-do" approach to work
Proactive operates with and communicates to all stakeholders and co-workers
Meets commitments and is upfront and proactive in communicating when goals are in jeopardy
Analyze issues, proposes solutions, and then takes ownership of the execution of solutions
Work effectively with a variety of personalities and work styles
Ability to prioritize issues and resolve them
Act with integrity at all times

Experience in field service with a computer hardware environment
Minimum of High School Degree (prefer coursework beyond High School)
Experience in imaging PC Hardware and troubleshooting desktop software
Use of service management systems for incident tracking

The anticipated duration of this engagement is for 6 (six) months(link removed) The consultant should be prepared to start by June 12, 2023, or possibly earlier. This position is to be on-site at Madison College.

Preference: local candidates

Qualified candidates may be invited for an interview prior to the due date or the following week. Interviews will be via Teams.