Technical Support Specialist

Under general supervision, provide technical support with installation and maintenance of college information technology systems through development, testing,monitoringsystems andprovidingend user support. Positions in this classification perform technical duties to install, troubleshoot, andmaintaininformation technology systems encompassing various platforms and applications. Work involves considerable skills and expertise in various systems using judgment and initiative in order to understand and plan for interrelated information technology systems and end user support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Assist end users with the installation, configuration, and ongoing usability of desktop and laptop computers, peripheral equipment, and software.
2. Troubleshoot basic network, hardware and/or software incidents and provide proper resolution and documentation.
3. Support end users in the installation of computer software and ensure compatibility with the computer system and network configurations; assist end users in the basic operation of college supported software.
4. Assist end users by answering questions regarding computer operations, driver installations, password and security problems, printers, and any other technology problems.
5. Provide root cause investigation and document resolutions for incidents and problems using knowledge base and/or Internet resources.
6. Develop and maintain incident tracking records for resolution and documentation; create and document technical knowledge articles for support and tracking.
7. Inspect, troubleshoot, deploy, install, clean, adjust and repair computer equipment.
8. Keep current in the technical field with Information Technology Infrastructure Library (ITIL) practices and any training needed for support of various platforms or systems.
9. Provide back-up support for Information Technology Services operations, as required.
10. Participate in and contribute to assignments and special projects of a similar nature and level.
11. Support classroom technology computer and AV equipment to minimize classroom disruptions and resolve issues in a timely manner.
12. Support live events in events spaces by operating, maintaining, troubleshooting, and improving event AV equipment.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of computer operating systems and software such as Windows and Microsoft Office Suite.
• Knowledge of the Internet and local area networks toidentifyand resolve technical issues and/or problems; general knowledge of networking.
• Ability to troubleshoot and repair technical hardware, software, and peripheral issues and/or problems.
• Ability to perform basic technical maintenance.
• Ability to learn new operations, set priorities, and work effectively under pressure.
• Ability toassistend users with various technical issues.
• Ability to analyze and resolve complex technical problems/challenges.
• Ability to follow detailed directions, prioritize and organize work, and complete tasks.
• Ability to exercise sound judgment, includingappropriate handlingof confidential matters.
• Ability to communicate and work effectively independently and in a team environment with staff, students, and vendors.

1. Associate Degreein a specialized area of Information Technology or two years of post-secondary education or technical training related to computer configuration, support, or repair.
2. Two yearsofrelated work experience

The IT Help Desk Support (Technical Support Specialist) is part of the Information Technology Services department.

This is a 40 hrs./week, non-exempt position, and is benefit eligible. The scheduled work hours for the position is Monday - Friday, 10:30 a.m-7:00 p.m. with a start date on or before April 16th.

Salary:
The salary range for the Technical Support Specialist is $25.59-27.63 /hr.

Application Details:
All applicants (both internal and external) must submit a completed application, along with a current resume and cover letter.

Applications that have "see resume" or do not have the required attachments may not be considered.

*Finalists will need to submit proof of education (official/unofficial transcripts) if applicable.

Interviews:
Will take place at the Pewaukee campus on Wednesday, March 19th.

WCTC offers a wide range of outstanding benefits. Benefits include, but not limited to:

• Competitive compensation
• Comprehensive Benefits Package including health, dental, vision, life, long-term disability, supplemental life, flex spending accounts, and much more
• Generous time off and holiday schedule
• Eligibility in the Wisconsin Retirement System (ETF)
• Opportunities for professional growth and development (including tuition reimbursement, tuition waiver)
• Well-being activities to support personal and professional well-being
• Collaborative and supportive team environment