IT Tech Support Specialist II

The College of Western Idaho is seeking an IT Technical Support Specialist II to provide enterprise-level technical support for faculty, staff, students, classrooms, labs, and college technology environments. This is a customer-facing technical role where professionalism, timely resolution, strong troubleshooting, and a high-quality end-user experience are essential.

This position supports a broad range of technology services, including computer hardware and software, Microsoft 365 applications, Active Directory-based environments, classroom and lab technologies, IP phones, audio/visual systems, endpoint imaging, device deployment, and basic network infrastructure troubleshooting.

The IT Technical Support Specialist II serves as a skilled technical resource for end users while also supporting Help Desk operations, documenting technical resolutions, mentoring student and part-time support staff, and contributing to service improvements across IT User Services.

This role may require work outside of standard Monday-Friday, 8:00 a.m. to 5:00 p.m. business hours and may require travel between CWI locations.

Enterprise Technical Support & Incident Resolution

• Provide professional, timely, and customer-focused technical support to CWI faculty, staff, and students.

• Troubleshoot and resolve hardware, software, operating system, Microsoft 365, network connectivity, audio/visual, printing, and classroom technology issues.

• Support users in an Active Directory environment while helping minimize technology downtime and disruption.

• Analyze technical issues across laptops, desktops, mobile devices, phones, and peripheral equipment.

• Show initiative and work independently to resolve issues while knowing when to escalate more complex problems.

• Communicate clearly and tactfully with technical and non-technical users at all levels of the college.

Endpoint, Classroom, and Lab Technology Support

• Install, configure, maintain, and troubleshoot computer systems, software, hardware, IP phones, and related technology equipment.

• Support open computer labs and classroom technology environments, including imaging, software installation, printing, copier support, and supply replenishment.

• Assist with hardware and software upgrades, migrations, deployments, and replacement cycles.

• Support endpoint technologies used across the college, including Windows devices, Apple MacBooks, iPads, and mobile devices.

• Provide support for classroom, lab, and instructional technology to ensure reliable access for teaching, learning, and college operations.

Systems, Network, Voice, and A/V Troubleshooting

• Perform first-level testing and troubleshooting of basic network infrastructure equipment, including switches, routers, servers, phones, and associated cabling.

• Troubleshoot LAN/WAN and wireless connectivity issues.

• Support IP phone and voice-related technical issues.

• Provide first-level audio/visual and conferencing support, including classroom A/V equipment and Zoom conferencing.

• Evaluate technical symptoms and determine likely causes of computer, software, network, phone, and classroom technology malfunctions.

Service Management, Documentation, and Escalation

• Monitor the help desk queue and respond to service requests in a timely, professional, and organized manner.

• Create and maintain detailed technical notes documenting troubleshooting steps, issue resolution, and escalation information.

• Use service management tools to track incidents, requests, resolutions, and support activity.

• Collaborate with other IT staff to ensure issues are resolved effectively and information is shared appropriately.

• Identify documentation and training opportunities that improve the quality and consistency of support delivered to end users.

Technical Leadership, Mentoring, and Continuous Improvement

• Provide coaching, mentoring, and guidance to student Help Desk Support Specialists.

• Delegate and assign tasks as appropriate to support team operations.

• Work independently and collaboratively within an Agile framework to prioritize daily work, weekly workload, projects, and service requests.

• Develop individual work goals that align with department projects and User Services priorities.

• Recommend improvements to computer systems, service processes, support workflows, and technical documentation.

• Evaluate and test vendor-supplied software packages for servers and PCs to determine compatibility, usability, and fit for user needs.

• Perform other duties as assigned.

• Two years of college or trade school education in a computer-related field, or equivalent education and/or experience.

• Strong analytical and problem-solving skills for troubleshooting laptop, desktop, mobile device, software, connectivity, and peripheral issues.

• Ability to provide professional, tactful, and effective communication both verbally and in writing.

• Ability to support technical and non-technical users with patience, courtesy, and professionalism.

• Ability to work independently, show initiative, and follow through on technical issues.

• Ability to work effectively as part of a team in a fast-paced support environment.

• Ability to travel to various CWI locations as needed.

Preferred Qualifications

• Two years of recent desktop support experience in an enterprise-level organization.

• Experience supporting Microsoft 365 / Office 365 applications.

• Experience supporting users in an Active Directory environment.

• Experience troubleshooting LAN/WAN and wireless connectivity issues.

• Experience migrating users to new hardware and software.

• Experience supporting and deploying Apple MacBooks and iPads using JAMF.

• Experience with Microsoft Endpoint Configuration Manager.

• Experience with TeamDynamix or similar IT service management platforms.

• Experience supporting A/V equipment and Zoom conferencing.

• Experience in a community college or higher education environment.

• Prior customer service and help desk experience.

• Relevant and current CompTIA and Microsoft certifications.

Work Environment and Schedule