View Job description for IT Tech Support Specialist II

Reports To:

IT Manager II User Services

Position Status:

FullTime

Posted Pay Range:

$22.26 $27.83

If youre passionate about technology and love helping others this role is the perfect opportunity to make a meaningful impact. As a customerfacing IT support specialist youll be the goto expert for students faculty and staff ensuring they have a seamless technology experience.

From troubleshooting hardware and software issues to maintaining network infrastructure and mentoring team members every day brings new challenges and opportunities to grow your skills. If youre ready to take on a role that combines technical expertise customer service and professional development this is the job for you!

Why Join CWI

At the College of Western Idaho (CWI) you will work in a dynamic collaborative environment where problemsolving and innovation are valued and your contributions directly enhance the efficiency of the institution.

Key Responsibilities:

Deliver HighQuality Technical Support & Customer Service

• Provide timely and effective technical assistance for hardware software and firstlevel audio/video issues in an M365/Active Directory environment to minimize downtime.
• Respond professionally to help desk tickets and phone inquiries ensuring clear documentation of troubleshooting steps and resolutions.
• Support open computer labs and classrooms by maintaining software imaging systems and printing/copying resources.

Enhance IT Operations & Process Improvement

• Maintain accurate and timely documentation of technical services provided to endusers ensuring compliance with CWI standards.
• Evaluate and test vendorsupplied software and hardware to determine compatibility usability and effectiveness in meeting user needs.
• Recommend improvements in computer systems and IT processes to leadership contributing to a more efficient and userfriendly technology environment.

Collaborate & Develop Team Capabilities

• Work closely with the Help Desk Team to identify training opportunities and create documentation that enhances computing support for endusers.
• Mentor and coach Help Desk Support Specialists and Technical Assistants (Work Study) delegating tasks to optimize team performance.
• Align individual work goals with department projects and contribute to team success using an Agile framework for prioritization and workload management.

What We Are Looking For:

Two years of college or trade school education in a computerrelated field or equivalenteducation and/or experience.
Two years of recent demonstrated experience with computer desktop support in an enterpriselevel organization preferred
Strong analytical skills and problemsolving 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 communicate tactfully and effectively both written and orally with endusers and management at all levels
Show initiative and act independently to resolve issues
Experience with Microsoft Endpoint Configuration Manager preferred
Relevant and current CompTIA and Microsoft certifications 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:

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

Most positions at CWI are inperson and based on campus. While some roles may allow up to two remote workdays per week eligibility for remote work is determined on a casebycase basis at the hiring managers discretion. All candidates must reside within or be willing to relocate to a reasonable commuting distance from CWI. Employment visa sponsorship is not available for this position.

Benefits:

• For information on health insurance including coverage details and plan summaries visit
• Retirement plans with employer contribution of over 11%
• Health Savings Accounts and Flexible Spending Accounts
• Employerpaid life insurance and short and longterm disability insurance
• Eleven paid holidays per year (faculty may vary)
• Generous vacation and sick leave
• Paid Parental Leave
• Tuition discount on classes at CWI and other colleges

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.