Description

WCTC supports a Diverse and Inclusive Culture

The College is seeking to attract ethnically diverse instructors and staff who can inspire our increasingly diverse student population. We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design, and deliver solutions. We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. Therefore, we seek applicants who demonstrate they understand the benefits of diversity in a higher education community. Consideration will be given to equity-minded individuals committed to collaborating with faculty, staff, administration, students, and community partners who are also committed to closing equity gaps.

Position summary:Under general supervision, provide technical support with installation and maintenance of college information technology systems through development, testing, monitoring systems and providing end user support. Positions in this classification perform technical duties to install, troubleshoot, and maintain information 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.

Characteristic Duties and Responsibilities (include, but not limited to)

Assist end users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.Troubleshoot basic network, hardware and/or software incidences and provide proper resolution.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.Assist end users by answering questions regarding computer operations, driver installations, password and security problems, printers, and any other technology problems.Provide root cause investigation and document resolutions for incidents and problems using knowledge base and/or Internet resources.Develop and maintain incident tracking records for resolution and documentation; create and document technical knowledge articles for support and tracking.Inspect, troubleshoot, clean, adjust and repair computer equipment.Keep current in the technical field with Information Technology Infrastructure Library (ITIL) practices and any training needed for support of various platforms or systems.Provide back-up support for Information Technology Services operations, as required.Participate in and contribute to assignments and special projects of a similar nature and level.Minimum Qualifications

Required Knowledge, Skills, and Abilities:

Knowledge of computer operating systems and software such as Windows and Microsoft Office SuiteKnowledge of the Internet and local area networks to identify and resolve technical issues and/or problems; general knowledge of networkingAbility to troubleshoot and repair technical hardware, software, and peripheral issues and/or problemsAbility to perform basic technical maintenanceAbility to learn new operations, set priorities, and work effectively under pressureAbility to assist end users with various technical issuesAbility to analyze and resolve complex technical problems/challengesAbility to follow detailed directions, prioritize and organize work, and complete tasksAbility to exercise sound judgment, including appropriate handling of confidential mattersAbility to communicate and work effectively independently and in a team environment with staff, students, and vendorsRequired Education and ExperienceAssociate Degree in a specialized area of Information Technology or two years of post-secondary education or technical training related to computer configuration, support, or repairTwo years of related work experience (Technical Support Specialist),orOne year of related work experience (Technical Support Associate)Knowledge and experience with IT Service Management such as ServiceNow and Knowledge of Device Management software such as JAMF and Intune are preferredSupplemental Information

The IT Help Desk Support (Technical Support Associate/Specialist) is part of the Information Technology Services department and will report to the Coordinator - Information Technology Service. This position is available to start by May 8, 2023.

This is a 40 hrs/week, non-exempt position, and is benefit eligible. The scheduled work hours for the position is Monday - Friday, 8:00 a.m. - 4:30 p.m.Salary:Depending on qualifications the selected finalist may be hired as a Technical Support Specialist or a Technical Support Associate.

The salary range for the Technical Support Specialist is $24.84-$29.80 /hr.The salary range for the Technical Support Associate is $21.79-26.15 /hr.Salary is commensurate of experience and is listed to the midpoint of the range on the 22/23 table as of 1/1/2023.

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:Selected candidates will be asked to complete a skills/knowledge assessment on 04/12/2023. From this group, finalists will be selected and invited to come to the Pewaukee campus for interviews scheduled for April 20, 2023.