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IT Help Desk Tech - Student

Company: College of Western Idaho
Location: Nampa
Posted on: May 28, 2023

Job Description:

IT Help Desk Tech - Student Nampa - Student Worker
Apply now ( Job no: 495338
Advertised: Apr 03 2023 MST
Reports To:
IT Tech Support Specialist, Lead
Position Status:
Posted Pay Range:
About Us:
The 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. ( to learn more.
Position Summary:
Provides standard technical support functions. Duties typically include: providing phone support and responding to routine user requests 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 7:30 am to 9 pm Monday through Thursday, 8 am to 5 pm Friday, and rotating shifts from 9 am to 2 pm 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 the next level of support
Be an enthusiastic team player, self-starter and display a 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.

Keywords: College of Western Idaho, Nampa , IT Help Desk Tech - Student, Other , Nampa, Idaho

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