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Technology Support Technician

This position provides first- and second-level technology support for all incoming college requests from students, staff, and community members world-wide who access college resources. Technicians use comprehensive troubleshooting skills as well as superior technical knowledge to provide solutions for our customers. Technicians provide hands-on technical support to diagnose, deploy, and maintain the college's personal technology hardware, software applications, and emerging technologies. Helpdesk

Respond to internal and external customer requests via phone, email, instant message, and work tickets regarding account access and security. Log requests and resolutions from internal and external customers Troubleshoot end-user computer issues related to Windows clients, macOS clients, Virtual desktops, mobile devices, Microsoft Office, web browsers, VPN, remote access, proprietary applications, and other emerging technologies Escalate complex account access and security issues to appropriate IT personnel as necessary. Escalate unresolved software and technical issues to appropriate IT personnel. Provide level-1 and level-2 Office 365 support for mailbox triage, maintenance, and access Computer Support

Deploy, configure, test, maintain, and troubleshoot end-user Windows, macOS, and mobile devices at the college Analyze, troubleshoot, and resolve hardware and software issues at the desktop and network level Gather requirements for desktop applications, work with customers on software needs, and install software manually as needed Assist, coordinate, and implement additional support team projects and deployments (including, but not limited to: SCCM, Citrix, Cisco products and other third-party software installs and upgrades) Configure and troubleshoot server print queues, print management software, and escalate printer issues as needed. Maintain shared data stores and related data inventory needs. Perform data restoration as requested. Documentation and Training

Create documentation for distribution to internal and external customers Provide cross-training and documentation to desktop support team members Document and track hardware deployments Minimum Qualifications

Education and/or Experience Requirements:

Associate Degree in Computer Information Systems or related field. Three to five years of recent, related work experience to include the following: Application of Windows configuration and security techniques. Configuration and use of Active Directory. Working knowledge of network switches and network protocols such as TCP/IP, DNS, DHCP. Use of Windows scripting technology, such as Windows command line and PowerShell. Advanced knowledge and use of Microsoft Office products. Experience in the use and hardware support of macOS devices preferred. Experience adding, removing, or configuring print queues on a Windows server preferred. Licenses, Certifications, and Other Requirements:

CompTIA A+ or Microsoft Certification or willingness to obtain. Exceptional customer service skills to include the following: Ability to maintain an excellent working relationship with internal and external customers. Ability to explain and document procedures verbally and in writing. Ability to think critically to identify needed action independently. Excellent organizational skills and ability to work under pressure. Avid interest in technology and expanding knowledge base to stay on top of industry technology trends. Requires valid Driver's License. Subject to FVTC's Motor Vehicle Records Disclosure Check. Fox Valley Technical College (FVTC) is an Equal Opportunity Employer (EOE). In compliance with the Americans with Disabilities Act (ADA), FVTC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. Pay Rate: $24.53 per hour. Pay is based on a multitude of factors, including experience, qualifications, education, relevant certifications, internal equity, and market data. Note: Internal applicants' wage will be based upon the applicable compensation guidelines.