Tech Support Specialist 1

Iowa Western Community College; Council Bluffs (IA); On-site; USD 38,000 - 55,000; Full time

Job summary

Iowa Western Community College is seeking an ITS Help Desk professional to provide in-person, phone, and email support for hardware and software across campus. The role supports administrative and educational systems with a focus on user privacy and data protection, and requires strong customer service.

The position covers OS/software installs, diagnostics, classroom AV support, Zoom setups, event support, documentation, and ongoing skill development.

Qualifications

• High School Diploma required.
• Experience/knowledge in Windows 10/11, networking TCP/IP, and wiring.
• Basic understanding of Mac OS and iOS.
• One year of experience installing and troubleshooting computer hardware, software, and related peripheral equipment.
• Experience/knowledge of multimedia projectors and connections to computers.
• Excellent verbal and written communication skills with diverse groups.
• Proficient use of Microsoft Office products (Outlook, Word, Excel, PowerPoint).
• Ability to pass a background check and have a valid U.S. driver's license.

Responsibilities

• Provide in-person, phone and emails support for computer hardware, software, and related peripherals.
• Installs and maintains computer operating systems and software.
• Troubleshoots and maintains technology in classrooms, labs, conference rooms and other areas.
• Help desk support for password resets, MFA, and other tech questions.
• Creates identification cards and programs for building or door access.
• Provides Zoom support for meetings and distance learning.
• Assists with setup, operation, and teardown of events needing tech systems.
• Documents usage procedures and creates technical materials for distribution.

Skills

Windows OS

Networking TCP/IP

Customer service

Communication skills

Self-starter

Confidentiality

Education

High School Diploma

Tools

Microsoft Office

Job description

This position supports the College’s strategic objectives within-person, phone and email support of hardware and software to end users in support of the College’s administrative and educational systems. General hours of work are Monday thru Friday, with occasional Weekend times. (During the Fall and spring semesters M-TH 9:30 AM to 6:00 PM, F 8:30 AM to 5:00 PM. Summer hours M-F 8:30 AM to 5:00 PM.

• Provide in-person, phone and emails support for computer hardware, software, and related peripherals.
• Installs and maintains computer operating systems and software.
• Performs technical diagnosis, repair, installation and maintenance of computers and audio-visual equipment.
• Troubleshoots and maintains technology in classrooms, computer labs, conference rooms and other areas where related technology is installed.
• Provides help desk phone and walk-in support for students, staff, and faculty with privacy and data protection by assisting with password resets, use of multi factor authentication, and other technology related questions and/or problems.
• Creates identification cards and programs for building or door access.

• Provides Zoom support for meetings, phone and online or distance learning instruction.
• Assists with setup, operation, and tear down of campus or center events needing computer, network, or AV systems for special events.
• Engages in personal education, training, and staff development activities to maintain a high degree of technical competency to facilitate and maintain the implementation of technologies.
• Documents usage procedures for purchased and custom software.
• Creates various documents and technical materials for distribution to the management staff, user community, and internal staff.
• Provide on-going technical support for application systems.
• Maintains a high degree of user visibility.
• Demonstrates IWCC’s core mission, vision, and values.
• Other duties as assigned.

• High School Diploma
• Experience/knowledge in Windows10/11, networking, TCP/IP, and wiring
• Basic understanding of Mac OS and iOS
• One year of experience installing and troubleshooting computer hardware, software, and related peripheral equipment
• Experience/knowledge of multimedia projectors and connections to computers
• Excellent verbal and written communication skills and ability to articulate in both small and large group settings and with diverse groups of people including co-workers, students, business contacts and at various levels from front-line to administration.
• Strong organizational skills including the ability to multi-task, to meet deadlines, to produce error-free final products, and to manage time and output.
• Excellent customer service skillsrequired.
• Proficient use of Microsoft Office products (Outlook, Word, Excel, PowerPoint)

• Ability to read, write and speak English fluently.
• Enthusiastic and dedicated to the challenges of helping other people.
• Ability to function collaboratively as part of a fast-paced, customer-oriented team.
• Professional in communications, appearance, relationships, and responsiveness
• Positive attitude
• Ability to maintain strict confidentiality at all times.
• Self-starter with the ability to perform with little or no direct supervision.
• Regular, prompt & reliable attendance
• Ability to pass a background check, have a valid U.S. driver's license and good driving record.

• Normal Office
• Ability to lift up to 50lbs
• Other physical requirements:
  • The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone, and basic office equipment.
  • While performing the duties of this job, the employee is regularly required to talk and hear.
  • Ability to drive company owned or personal vehicle