Position is responsible for all Support Services functions within Information Technology Services, including help desk support for computer systems, mobile devices, audio-visual technology, learning management systems, flexible education technology, and user account maintenance systems.  The duties include answering help desk calls and walk-ins; troubleshooting and resolving hardware and software problems; installing hardware and software; maintaining records and logs; troubleshooting network and telephone problems; and monitoring, testing, and documenting network infrastructure.  Position works cooperatively with BTC staff from all areas of the College, along with students, visitors, contractors, and vendors to ensure the proper support of IT systems.

During Fall and Spring Semester, hours are 4pm – 9pm Monday - Thursday, 8am-1pm on Saturdays. Position will average 25 hrs/week.  Hours during summer vary, but typcially Monday - Thursday 1 to 7 p.m., with no Saturday hours. Position is an on campus position, and will not be eligible for remote work. 

This position will be open until filled, with a first review date of May 20, 2024. After this date, the recruitment may close without further notice. Interested applicants are encouraged to apply as soon as possible.

Help Desk Services

• Provide help desk support via telephone, personal contact, and remote assistance to employees in labs and offices, students, and public visitors. Customers of IT support include remote users utilizing virtual systems and remote-specific tools as well as distance education technologies.
• Talk with users to determine the root cause of specific problems and errors and provide solutions or direction for next steps.
• Provide assistance to students and employees in the operation of instructional technology equipment and software and perform troubleshooting, diagnosis, and resolution to issues.
• Perform troubleshooting, diagnostic testing, and investigation of computer hardware, network, audio-visual, telephone, and supported application issues and perform hardware and communication connection repairs to resolve problems.
• Install and update software on desktop computers, laptops, and tablets/mobile phones, manually and using software deployment tools.
• Utilize a work order software system to accurately log and manage all incoming work orders in a timely manner; conduct problem determination (triage) for the Information Technology Services help desk; prioritize and assign work orders to other areas of IT as appropriate; and log equipment configurations and repairs.
• Maintain records of hardware assets for inventory maintenance.
• Facilitate a moderate level of IT-related security and user access; assign and maintain confidential information including passwords or other sensitive data.
• Coordinate with other IT staff and vendors to resolve incidents and fulfill service requests in a timely, prioritized manner; escalate work orders using escalation procedures.
• Provide a high quality level of technical service for all customers; maintain quality assurance of work orders with appropriate follow-up.
• Recommend technical and process changes and improvements to supervisor.

Technical Support

• Configure, install, and support computer hardware of varying platforms (Microsoft and Apple) including desktops, laptops, tablets, peripherals, and mobile phones throughout the college campuses.
• Configure, install, and support computer software of varying platforms (Microsoft and Apple) including office productivity, virtual desktops and software, multi-factor authentication, mobile device management, flexible education technology, and many unique software used by College programs and departments.
• Perform in-depth testing of supported applications and hardware to resolve problems.
• Assist with project management and execution of annual computer replacements.
• Coordinate with Network Engineer for troubleshooting network issues.
• Coordinate with Systems Engineers for troubleshooting issues and implementing new technologies.

Knowledge, Skills & Abilities:

• Strong knowledge in Microsoft network systems (AD, Azure, M365, MFA), Windows platforms, and computer imaging standards.
• Demonstrated knowledge and technical skills in maintaining desktop/laptop computers within network systems, software, and multi-media equipment required.
• Ability to operate computer and use programs in the Microsoft Office Suite including Word, Excel, Outlook, PowerPoint and guide end users in the use of software programs.
• Ability to work independently, analyze problems and situations, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
• Strong visual, written and oral interpersonal communication and customer service skills.
• Understanding of Information Technology Infrastructure Library (ITIL) concepts.

Education & Experience: 

• Associate Degree in a technology related field or equivalent combination of education and work experience required.
• One (1) year of relevant experience maintaining desktop/laptop computers in a network environment required.
• Knowledge of multimedia equipment and presentation technologies is desired.

Blackhawk Technical College does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.