Reports To: Cory Leinberger

Position Status:

PT - Part-Time, Non Benefited (non-student)

Posted Pay Range:

15.40

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:

Provides standard technical support functions. Duties typically include: providing phone support and responding to routine user request for services and assistance; receiving reports of hardware and software problems; monitoring functions; maintaining related records. Direct or moderate supervision is provided.

Essential Functions:

• Answer Help Desk phones and provide support via established protocol
• Monitor the Help Desk queue, and respond to Help Desk tickets in a timely manner by gathering relevant problem information and user data, researching CWI resources for solutions, and then thoroughly documenting actions taken toward ticket resolution.
• Provide technical assistance and support for all technology users at CWI for network/hardware/software and audio-video issues
• Maintain appropriate documentation of technical service provided to the end-user as required by CWI
• Determine the cause of computer/software/network and AV malfunctions through evaluation and testing and escalate to Technical Support Specialists and/or AV Support staff when needed
• Computer lab support to include printer maintenance and end-user support
• Maintain in-depth knowledge of Help Desk supported products and services
• Work with the Help Desk Team to identify training and documentation, and update documentation, e.g., FAQs in the CWI ticketing system, which will enhance end-support
• Work with Supervisor to develop work goals that support department projects
• Make recommendations for improvements in computer systems and processes
• Work via established protocol and direction from Supervisor and Technical Support Specialists to prioritize tasks, assignments and daily workload

Minimum Qualifications:

• Ability to work varying shifts between 7:30am to 9pm Monday through Thursday, 8am to 5pm Friday, and rotating shifts 9am to 2pm on Saturday. (Shifts are split amongst several techs. You do not have to be available for all shift hours.)
• Ability to communicate tactfully and effectively both written and orally with end-user students, staff, and management at all levels
• Show initiative and act independently to resolve issues as well and use good judgment to escalate issues to next level of support
• Be an enthusiastic team player, self-starter and display positive attitude
• Demonstrated experience with computer desktop support and/or customer support experience in an enterprise level organization preferred
• Experience supporting Windows 10 and Microsoft Office suites preferred

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.

Interested?