View Job description for IT Tech Support Specialist II

College of Western Idaho•Nampa, ID

1d•Onsite

About The Position

The College of Western Idaho (CWI) is seeking an IT Support Specialist to provide front‑line technical assistance to students, faculty, and staff across the college’s technology environment. In this customer‑facing role, you’ll troubleshoot hardware and software issues, support classrooms and labs, and ensure users can effectively access the tools they need—while contributing to a responsive, service‑oriented IT support team. Technology is essential to learning and operations at CWI. As an IT Support Specialist, you’ll play a key role in keeping systems running smoothly and minimizing downtime—supporting everything from classroom instruction to administrative operations. This role offers hands‑on experience across enterprise systems, networking, and end‑user support in a collaborative and fast‑paced environment.

Requirements

Two (2) years of college or trade school education in a computer‑related field, or equivalent experience
Experience supporting desktop environments in an enterprise setting preferred
Strong troubleshooting and problem‑solving skills across laptops, desktops, and mobile devices
Experience supporting Microsoft 365 / Office 365 environments
Familiarity with LAN/WAN and wireless connectivity troubleshooting
Ability to communicate effectively with technical and non‑technical users
Strong customer service orientation and ability to work independently and as part of a team

Responsibilities

Provide high‑quality, customer‑focused technical support to faculty, staff, and students
Troubleshoot hardware, software, audio/visual, and network issues in a Microsoft 365 and Active Directory environment
Deliver timely issue resolution while maintaining professionalism, courtesy, and clear communication
Respond to help desk tickets and inquiries in a timely and efficient manner
Monitor and manage help desk queues, documenting all support activities and resolutions
Answer help desk phones and provide real‑time assistance to end users
Create clear, detailed technical notes to support issue tracking and escalation
Collaborate with the Help Desk team to improve documentation, training, and user support processes
Install, configure, and maintain computer systems, software, hardware, and IP phones
Support open computer labs and classrooms, including system imaging, software installation, and printing/copier support
Perform basic testing and troubleshooting of network infrastructure, including switches, routers, servers, and cabling
Assist with hardware and software upgrades, migrations, and deployments
Provide mentoring and guidance to Help Desk Support Specialists and Technical Assistants (work study employees)
Help identify opportunities to improve systems, tools, and support processes
Participate in Agile workflows to prioritize tasks, projects, and daily work
Develop and align individual work goals with departmental initiatives