<p>Job Category</p> <p>Regular Support Staff</p> <p>FVTC Worksite</p> <p>Appleton Main Campus</p> <p>Hours Per Week</p> <p>40</p> <p>Note to internal applicants: Do not apply via this portal. Login to your Workday Account and Find Internal Career Opportunities through the Internal Portal.</p> <p>Job Description Summary</p> <p>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.</p> <p>Job Description</p> <p>Essential Functions and Responsibilities</p> <p>The following duties are primarily performed and are essential for this position. Employees are expected to be able to perform each of these job duties satisfactorily to be qualified for the position. Other duties may be required and assigned.</p> <p>Helpdesk</p> <ul> <li>Respond to internal and external customer requests via phone, email, instant message, and work tickets regarding account access and security. </li><li>Log requests and resolutions from internal and external customers </li><li>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 </li><li>Escalate complex account access and security issues to appropriate IT personnel as necessary. </li><li>Escalate unresolved software and technical issues to appropriate IT personnel. </li><li>Provide level-1 and level-2 Office 365 support for mailbox triage, maintenance, and access </li></ul> <p>Computer Support</p> <ul> <li>Deploy, configure, test, maintain, and troubleshoot end-user Windows, macOS, and mobile devices at the college </li><li>Analyze, troubleshoot, and resolve hardware and software issues at the desktop and network level </li><li>Gather requirements for desktop applications, work with customers on software needs, and install software manually as needed </li><li>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) </li><li>Configure and troubleshoot server print queues, print management software, and escalate printer issues as needed. </li><li>Maintain shared data stores and related data inventory needs. Perform data restoration as requested. </li></ul> <p>Documentation and Training</p> <ul> <li>Create documentation for distribution to internal and external customers </li><li>Provide cross-training and documentation to desktop support team members </li><li>Document and track hardware deployments </li></ul> <p>Non-Essential Functions and Responsibilities</p> <ul> <li>Provide back up and additional support for the Windows & Active Directory Administrators </li><li>Provide back up and assistance for the media support team. </li><li>Provide staff and public use phone installation and support (Oshkosh Campus only) </li><li>Provide Audio/Visual Support and Business Technology Support in a back-up role as needed (Oshkosh Campus only) </li></ul> <p>Minimum Qualifications</p> <p>Education and/or Experience Requirements:</p> <ul> <li> <p>Associate Degree in Computer Information Systems or related field.</p> </li><li> <p>Three to five years of recent, related work experience to include the following:</p> </li><li> <p>Application of Windows configuration and security techniques.</p> </li><li> <p>Configuration and use of Active Directory.</p> </li><li> <p>Working knowledge of network switches and network protocols such as TCP/IP, DNS, DHCP.</p> </li><li> <p>Use of Windows scripting technology, such as Windows command line and PowerShell.</p> </li><li> <p>Advanced knowledge and use of Microsoft Office products.</p> </li><li> <p>Experience in the use and hardware support of macOS devices preferred.</p> </li><li> <p>Experience adding, removing, or configuring print queues on a Windows server preferred.</p> </li></ul> <p>Licenses, Certifications, and Other Requirements:</p> <ul> <li> <p>CompTIA A+ or Microsoft Certification or willingness to obtain.</p> </li><li> <p>Exceptional customer service skills to include the following:</p> </li><li> <p>Ability to maintain an excellent working relationship with internal and external customers.</p> </li><li> <p>Ability to explain and document procedures verbally and in writing.</p> </li><li> <p>Ability to think critically to identify needed action independently.</p> </li><li> <p>Excellent organizational skills and ability to work under pressure.</p> </li><li> <p>Avid interest in technology and expanding knowledge base to stay on top of industry technology trends.</p> </li><li> <p>Requires valid Driver's License.</p> </li><li> <p>Subject to FVTC's Motor Vehicle Records Disclosure Check.</p> </li></ul> <p>In evaluating candidates for this position, Fox Valley Technical College may consider a combination of education, training, and experience which provides the necessary knowledge, skills, and abilities to perform the duties of this position.</p> <p>Work Environment</p> <ul> <li>Work must be completed in person with occasional virtual options. Flexibility in work schedule is required. </li></ul> <p>Work environment may change based upon college needs.</p> <p>Physical Requirements</p> <ul> <li>Sitting: This role requires extended periods of sitting while performing tasks and utilizing computer systems. </li><li>Lifting and Carrying: The role requires occasional/continuous lifting and carrying of light to moderate items of up to 50 pounds. </li><li>Mobility: Ability to bend, kneel, and maneuver in confined spaces, including under desks or tables to run cables, equipment setup and troubleshooting. </li><li>Fine Motor Skills: This role may need precise hand movements or manual dexterity for activities such as using instructional technology or repair tools. </li><li>Repetitive Motions: Capacity to perform repetitive motions, such as typing, without discomfort or injury. </li><li>Communication: Clear verbal and written communication skills are essential for interacting with employees and customers. </li><li>Driving: Valid driver's license and ability to operate a vehicle. </li></ul> <p>EOE/ADA Statement</p> <p>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.</p> <p>Nothing in this job description limits management's right to assign or reassign duties and responsibilities to this job at any time. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement or affect the at-will nature of the employment arrangement between the employee and company and is subject to change by the employer as the needs of the employer and requirements of the job change.</p> <p>Additional Information</p> <p>Pay Rate: $24.53 per hour.</p> <p>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.</p> <p>At Fox Valley Technical College, we recognize employees as key contributors to our mission and are committed to fostering a culture of fairness, transparency, and excellence. Our total rewards philosophy ensures equitable compensation and benefits, supporting a highly engaged workforce. Our comprehensive benefits package includes medical, dental, and vision insurance, along with retirement contributions to the Wisconsin Retirement System and 403(b)/457 plan options. Employees enjoy paid time off, sick leave, holidays, bereavement leave, and recess periods. We offer life and disability insurance, with options for additional coverage. Work-life balance is supported through flexible schedules or remote work options (for some positions) and wellbeing programs. Professional development opportunities include training, certifications, and tuition reimbursement. Additional perks at the Appleton Main Campus include an onsite health and wellbeing clinic, dental clinic, fitness center, Parent/Child Center (onsite child care), library, café, printing services, Trilogy Salon & Spa, and more.</p> <p>Fox Valley Technical College is an Equal Opportunity/Affirmative Action institution, providing equal opportunity to all persons, including members of underrepresented racial and ethnic backgrounds, females, veterans and individuals of all abilities.</p> <p>For questions regarding the College's nondiscrimination policy, contact: Rayon Brown - rayon.brown6751@fvtc.edu (Affirmative Action), TitleIX@fvtc.edu (sex-based discrimination or harassment), or Dan Squires - daniel.squires3328@fvtc.edu (Disability related discrimination).</p>