IT Tech Support Specialist II

Reports To: 

IT Manager II, User Services

Position Status:

Full-Time

Posted Pay Range: 

$22.26 – $33.40

About Us:

College of Western Idaho (CWI) is committed to empowering students to succeed by providing affordable and accessible education to advance the local and global workforce.

Offering premier programs and degrees that make a difference, CWI remains a top choice for higher education in the Treasure Valley. Empowering the community one student at a time, CWI moves fearlessly forward paving the way to bold new futures with flexible options, exceptional tuition value, and support every step of the way.

Visit Why CWI to learn more.

Position Summary:

This is a customer-facing position where courtesy, professionalism, and timeliness of resolution are top priorities. Provide a high level of customer service to all staff, faculty, and students daily and deliver a superior end-user experience by providing on-demand technical assistance and support for all technology users at CWI.

Duties include installing and maintaining computer systems, software, hardware, IP phones, installing and performing level 1 testing of basic network infrastructure equipment; switches, routers, servers, phones, and the associated cabling to determine causes of computer/software/network/phone malfunctions.

This position may require work hours other than 8:00 a.m. to 5:00 p.m. and days other than Monday through Friday.

Essential Functions:
* Provide technical assistance and operational support for all technology users at CWI for
hardware, software, first level audio/video in an Active Directory environment to ensure
minimal downtime.
* Maintain timely and appropriate documentation of technical service provided to the end-
user as required by CWI
* Support open computer labs, and computer classrooms to include imaging, software
installation, printing, and copying supply replenishment and support.
* Monitor the help desk queue and respond to help desk tickets in a professional and timely
manner. This includes the creation of detailed technical notes to communicate steps
toward solutions for end users and technical information for escalation
* Answer Help Desk phones, as needed, and respond to end-user questions
* Work with the Help Desk Team to identify training and documentation that will enhance
and improve computing support delivered to end-users
* Perform coaching and mentoring for Help Desk Support Specialists and Technical
Assistants (Work Study), and delegate and assign tasks
* Develop work goals that align with department projects
* Recommend improvements in computer systems and processes to IT leadership
* Evaluate and test vendor-supplied software packages for servers and PC’s to determine
compatibility with existing systems, ease of use, and whether software meets user needs
* Work independently and with the team using an Agile framework to prioritize tasks, projects and daily/weekly workload
* Perform other duties as assigned Minimum Qualifications:
* Two years of college or trade school education in a computer related field or equivalent
education and/or experience.
* Two years of recent demonstrated experience with computer desktop support in an enterprise level organization preferred
* Experience supporting and deploying Apple MacBooks and iPads via JAMF and Meraki preferred
* Strong analytical skills and problem-solving ability to troubleshoot various issues on Laptop/Desktop/Mobile Devices
* Experience supporting Microsoft 365 applications including Office 365
* Experience troubleshooting LAN/WAN and wireless connectivity issues
* Experience migrating users to new hardware/software
* Ability to travel to various CWI locations, as needed
* Ability to communicate tactfully and effectively both written and orally with end-users and
management at all levels
* Show initiative and act independently to resolve issues
* Be an enthusiastic team player, self-starter and display positive attitude
* Experience with Microsoft Endpoint Configuration Manager preferred
* Any of the following certifications: A+, Network+, MCSA, MCSE, CCNA preferred
* Prior work experience in a community college environment preferred
* Prior customer service and help desk experience preferred
* Prior experience with Team Dynamix, A/V equipment and Zoom conferencing preferred Additional Instructions for Applicants:

To be considered for this position, please include a Cover Letter and Resume.

Benefits:

Unlock a world of unparalleled benefits at the College of Western Idaho, where we redefine excellence in affordable and comprehensive benefits packages!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, gender identity, sexual orientation, or any other applicable legally protected status.