Reports To:
IT Manager II, User Services
Position Status:
Full-Time
Posted Pay Range:
$22.26 - $27.83
If you're passionate about technology and love helping others, this role is the perfect opportunity to make a meaningful impact. As a customer-facing IT support specialist, you'll be the go-to 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 you're 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 problem-solving and innovation are valued, and your contributions directly enhance the efficiency of the institution.
Key Responsibilities:
Deliver High-Quality Technical Support & Customer Service
- Provide timely and effective technical assistance for hardware, software, and first-level 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 end-users, ensuring compliance with CWI standards.
- Evaluate and test vendor-supplied 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 user-friendly 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 end-users.
- 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 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
• 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 communicate tactfully and effectively both written and orally with end-users 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 in-person and based on campus. While some roles may allow up to two remote workdays per week, eligibility for remote work is determined on a case-by-case basis at the hiring manager's 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:
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.
