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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Tech Support Specialist II - **Company:** College of Western Idaho - **Location:** Nampa, ID, United States (Remote available) - **Experience:** Experienced - **Salary:** $48,630.0 - $60,778.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Agile Methodology, System Center Configuration Manager, Network Connections, User Environment Management, Visual Systems, Wide Area Networks, Network Routers, Enterprise Software Applications, Office365, Software Troubleshooting, Computer Equipment, Information Technology, Casper Suite, Network Server - **Published:** July 13, 2026 - **Apply:** https://www.juju.com/job/00000000gg22gz ## About the Role + 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 ## Description 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. ## Related Videos - [Coffee with developers - Brian Morrison](https://www.wearedevelopers.com/videos/902-coffee-with-developers-brian-morrison) - [Solving Architectural Entropy With Runnable Diagrams](https://www.wearedevelopers.com/videos/100144-solving-architectural-entropy-with-runnable-diagrams) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Exploring the Potential of Decentraland](https://www.wearedevelopers.com/videos/583-exploring-the-potential-of-decentraland) - [Getting to Know Your Legacy (System) with AI-Driven Software Archeology](https://www.wearedevelopers.com/videos/1437-getting-to-know-your-legacy-system-with-ai-driven-software-archeology) ## Related Articles - [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Top Must-Visit Developer Conferences in the US in 2026](https://www.wearedevelopers.com/magazine/679-top-must-visit-developer-conferences-in-the-us-in-2026) - [Best Coding Boot Camps in Germany](https://www.wearedevelopers.com/magazine/237-best-coding-boot-camps-in-germany) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers)