Computer Technician Specialist

NWTC•Green Bay, WI

20h•Onsite

About The Position

Northeast Wisconsin Technical College is seeking a Computer Technician Specialist to be responsible for computer and software services. This role involves maintaining, repairing, and installing computer software, hardware, and peripherals. The specialist will provide exceptional service to a diverse set of end-users across the district, focusing on achieving Service Level Agreements (SLAs) and collaborating with the IIT staff. The position is located at the Green Bay Campus and is not remote. The role requires evening hours and Saturday coverage based on team rotation, with flexibility for other hours as needed.

Requirements

Associate's Degree in Computer Science, Computer Support Specialist or related degree.
Minimum two years related experience in microcomputers and networking.
Experienced with support desk operations including opening, resolving, and follow-up of support calls.
Excellent outstanding client service attitude.
Proficiency with Microsoft Office 365 (O365), Windows 10/11+.
Troubleshooting skills in computer hardware and software.
Ability to collect information, research solutions, successfully configure and install both software and hardware, and resolve issues to meet customer requirements.
Must hold a valid driver’s license and be insurable under the District’s standard insurance policy terms.
Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.

Nice To Haves

Knowledge of recent versions of Apple OSX, VMware View/VDI, and Microsoft SCCM a plus.

Responsibilities

Answer user inquiries regarding computer software or hardware operations to resolve problems or requests.
Set-up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
Install and perform repairs to hardware, software, or peripheral equipment, following design or installation.
Maintain records of daily data communication transactions, problems, and remedial actions taken or installation activities along with documentation for department procedures.
Work closely with all IIT staff to analyze and resolve issues and to participate in cross-functional projects.
Resolve technology issues for customers using ticketing software to log all work performed and close them in accordance with department Server Level Agreements (SLAs).
Install and maintain networked and stand-alone printers.
Work at district sites where NWTC computers are deployed including all RLC locations as required.
Assist with HelpDesk calls as needed, provide technical assistance/guidance to lab technicians, resolve technology issues/requests for all staff district-wide, and provide support to all Regional Learning Centers.
Assist with installation of Microsoft Teams phones, headsets, and peripherals.
Perform Level 1 support on Instructional Technology equipment.
Other duties as assigned.
Provision and manage user accounts, phone numbers, and Teams voice policies.
Configure, maintain, and support Auto Attendants and Call Queues.
Configure, maintain and support end-user devices including Teams-certified desk phones, headsets, peripherals, and mobile apps.
Provide onboarding and training for new users on Teams Phone features and best practices.
Develop and maintain user guides, FAQs, and self-service resources.
Act as a liaison between end-users and technical teams to resolve voice-related issues efficiently.
Responsible for maintaining cellular hotspot devices for students and employees including tracking, management of active/suspended devices, and vendor relations.
Responsible for configuring, maintaining, inventory, of school issued employee cell phones and employee chargeback agreements.
Administrate IIT tasks in the employee change process, which includes ensuring new hires are active in the system, assigning necessary equipment and appropriate phone numbers, and designating the correct location within the system.
Collaborate with Talent and Culture, Finance and Administration teams, Academic Affairs and Workforce Development team, and other College teams on the employee add, change, move, termination process.
Responsibilities also entail sending login information to the hiring supervisor and forwarding the ticket to the next queue in the IIT hiring process.
Additionally, manage all employment changes such as new hires, terminations, and job changes by verifying user information accuracy, assigning computing devices, and provisioning phone numbers and devices as needed.
Onboard and orient the intern: Introduce them to the team, explain the organization's mission and values, review policies and procedures, and provide access to necessary tools and systems.
Set clear expectations and goals: Define the intern’s responsibilities, outline short-term and long-term objectives, and establish performance metrics or deliverables.
Provide hands-on training and mentorship: Demonstrate tasks, offer shadowing opportunities, assign meaningful projects, and encourage questions to build confidence and competence.
Offer regular feedback and support: Schedule check-ins to review progress, provide constructive feedback, address challenges, and adjust responsibilities as needed to support growth.