Senior IT Support Technician
Job Description
Win With a Career Move to Western.
At Western Wyoming Community College, one of America’s leading junior colleges, we believe employees are our most valuable resource. We pride ourselves on our inclusive, growth-focused culture and our exceptional benefits package. For full-time employees, here are a few of the amazing benefits we offer:
- Employer paid contribution of 18.62% to your retirement plan with no waiting period. Who doesn’t love free money?
- A $3,000 institutional stipend is provided to you annually to assist in offsetting your portion of costs related to health, dental and life insurance. (We cover 82% of these costs for you in addition to the stipend!)
- Generous leave time to support your work/life balance with paid holidays, sick leave and vacation time, 3 personal days, and two weeks off over Christmas break! Not to mention, you get time off at Spring Break and Friday’s off in the summer.
- Have you ever wanted to take an art class? Interested in exploring entrepreneurship? FREE tuition for you, your spouse, and your dependents makes this dream a reality.
- Access to amenities like our Children’s Center, Hay Library, aquatic center, fitness center, theatre and more.
- When adventure calls, head out to the Flaming Gorge Reservoir, take a hike around Mustang Loop, surf the local sand dunes, or jump in the car and travel to Salt Lake City, Jackson Hole, or Laramie. For a map of our area, and links to activities and places, view westernwyoming.edu/outsider.
See where your career can take you when you come run with the Mustangs!
ESSENTIAL DUTIES AND RESPONSIBILITIES:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
This listing of essential duties and responsibilities is meant to be representative, not exhaustive.
- Technical Support & Troubleshooting: Provide expert-level technical support for desktop computers, laptops, classroom technologies (e.g., projectors, interactive whiteboards), printers, and peripherals. Troubleshoot and resolve hardware and software issues for faculty, staff, and students, ensuring minimal disruption to academic and administrative activities.
- System Installation & Configuration: Install, configure, and maintain operating systems, software applications, and hardware used across campus. This includes routine software updates, hardware replacements, and ensuring systems are compatible with specialized academic software (e.g., CAD programs, media editing tools).
- User Account Management: Manage user accounts and permissions through Active Directory and other authentication systems. Ensure that all systems meet security standards, with regular updates to protect student and faculty data in compliance with FERPA and other regulatory requirements.
- Documentation & Knowledge Management: Maintain thorough documentation of technical procedures, configurations, and solutions for troubleshooting. Update the knowledge base and contribute to the creation of self-service resources for students and staff.
- Mentorship & Training: Mentor junior technicians, student workers, and IT interns. Provide training to faculty and staff on new technology or troubleshooting common issues. Lead workshops or informational sessions for students and staff to enhance their understanding of IT services and best practices.
- Customer Service & Communication: Offer excellent customer service by clearly communicating technical information to non-technical users. Foster positive relationships with students, faculty, and staff to ensure a supportive and efficient IT experience.
- Project Management & Collaboration: Assist in managing IT projects, including system upgrades, software rollouts, and hardware deployments. Collaborate with faculty and administrative staff to address technology needs, particularly for academic purposes.
- Inventory Management: Maintain and track IT assets, including desktop computers, laptops, projectors, and other technology equipment. Assist with the procurement process and ensure assets are inventoried and managed throughout their lifecycle.
EDUCATION AND/OR EXPERIENCE:
Any combination of education and experience that demonstrates possession of the requisite knowledge, skill and abilities. A typical way to obtain these would be:
Any combination of education and experience that demonstrates possession of the requisite knowledge, skill and abilities. A typical way to obtain these would be:
- Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 3+ years of experience in IT support or a similar technical role, ideally in a higher education or academic setting
- Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician, or ITIL are highly preferred.
Technical Skills:
- Strong proficiency in supporting Windows OS (Windows 10/11), macOS, and a variety of academic and office software applications.
- Experience with hardware troubleshooting and repair, including desktops, laptops, printers, and classroom technology (e.g., projectors, smartboards).
- Familiarity with networking concepts, including DHCP, DNS, TCP/IP, and wireless connectivity, to support campus-wide network environments.
- Experience with system deployment tools (e.g., Microsoft SCCM, MDT) for software distribution and imaging.
- Knowledge of security best practices, including endpoint protection, encryption, and patch management, especially for student data protection in compliance with FERPA.
- Proficiency in Active Directory, user management, and related technologies.
- Knowledge of remote support tools and methodologies (e.g., TeamViewer, Remote Desktop Protocol).
Soft Skills:
- Excellent communication skills, with the ability to explain complex technical issues to non-technical users in a clear, concise manner.
- Strong customer service orientation, with a focus on providing effective solutions and enhancing the end-user experience.
- Detail-oriented, organized, and capable of managing multiple priorities in a fast-paced academic environment.
- Ability to work collaboratively within a team and assist in the professional development of less experienced technicians.
- Strong problem-solving skills and a proactive approach to identifying and resolving potential issues before they affect users.
- Advanced certifications (e.g., Microsoft Certified IT Professional, CompTIA Network+).
- Experience in IT project management or leading small teams.
- Experience with mobile device management (MDM) solutions.
This position’s hourly wage is $17.73 an hour.
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