Helpdesk Support

Job Category

Regular Support Staff

FVTC Worksite

Appleton Main Campus

Hours Per Week

40

Note to internal applicants: Do not apply via this portal. Login to your Workday Account and Find Internal Career Opportunities through the Internal Portal.

Job Description Summary

This position provides first level technology support for all incoming college requests from students, staff, and community members world-wide who access college resources. Individuals use superior customer service skills, comprehensive troubleshooting skills, and superior technical knowledge to provide solutions for our customers. This position provides hands-on technical support to diagnose and resolve technical issues to maintain the college’s personal technology hardware, desktop applications and emerging technologies.

Job Description

Essential Functions and ResponsibilitiesThe 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.

• Assist, log, and resolve requests from internal and external customers via phone, email, instant message, and work tickets on account access and security, escalating to other IT personnel as necessary 
• Assist, log, and resolve requests from internal and external customers via phone, email, instant message, and work tickets on the use of software applications and technical concepts, escalating to other IT personnel as necessary.
• Troubleshoot end-user desktop issues related to Windows clients, macOS clients, Virtual desktops, mobile devices, Microsoft Office, web browsers, VPN remote access, proprietary desktop applications, and other emerging technologies.
• 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).
• Create and maintain documentation for distribution to internal and external customers.
• Provide level 1 Office 365 support for mailbox triage, maintenance and access.
• Mentor IT Helpdesk interns as assigned

Minimum QualificationsEducation and/or Experience Requirements:

• Associate Degree in Computer Information Systems or related field,
• 0-2 years experience in a customer-facing role, preferably in IT Support.
• Demonstrated experience applying Windows configuration and security techniques
• Experience configuring and using Active Directory Group Policy Objects
• Experience using tools such as Microsoft System Center Configuration Manager or other application packaging technology.
• Advanced knowledge of Microsoft Office products.
• Experience in the use and hardware support macOS preferred.

Knowledge, Skills, and Abilities Qualifications

• Exceptional customer service skills and the ability to maintain an excellent working relationship with internal and external customers.
• Avid interest in technology and expanding knowledge base to stay on top of industry technology trends.
• Ability to explain and document procedures verbally and in writing.
• Ability to identify needed action without continual direction.
• Excellent organizational skills and ability to work under pressure.

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.  Work Environment

• Work must be completed in person with occasional virtual options.  Flexibility in work schedule is required

Work environment may change based upon college needs.Physical Requirements

• Sitting: This role requires extended periods of sitting while performing tasks and utilizing computer systems. 
• Mobility: While much of the work is desk-based, occasional mobility may be necessary for attending meetings, office tours, or events within the workplace. 
• Lifting and Carrying: The role requires occasional/continuous lifting and carrying of light to moderate items of up to 50 pounds.
• Fine Motor Skills: This role may need precise hand movements or manual dexterity for activities such as using instructional technology like computers.
• Repetitive Motions: Capacity to perform repetitive motions, such as typing, without discomfort or injury.
• Communication: Clear verbal and written communication skills are essential for interacting with employees, students, and community members, both in-person and through electronic means. 
• Driving: Valid driver's license and ability to operate a vehicle

EOE/ADA Statement

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.

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.

Additional Information

Starting Range: $21.88 - $25.74 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. 

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.
For questions regarding the College’s nondiscrimination policy, contact: Rayon Brown - [email protected] (Affirmative Action), [email protected] (sex-based discrimination or harassment), or Dan Squires - [email protected] (Disability related discrimination).