Computer Support Specialist - Help Desk (Part-Time)

$54,850 - $68,578/Yr

Milwaukee Area Technical College - Milwaukee, WI

Part-time - Entry Level

Milwaukee, WI

Educational Services

About the position

Milwaukee Area Technical College (MATC) is seeking a part-time Computer Support Specialist to join our Help Desk Services team. This position plays a crucial role in supporting, managing, and problem-solving computer hardware, phone networks, and software applications utilized by faculty and students across the district's IT labs. The successful candidate will work under the supervision of the Director of Help Desk Services, engaging in a variety of tasks that require analytical skills, judgment, and decision-making abilities according to established practices and procedures. Daily activities will be performed independently or as part of a project team, with limited interaction with the supervisor, primarily concerning problems or unusual situations. The Computer Support Specialist will represent the IT department by collaborating with district faculty and staff to perform installations, repairs, and service work on computers and associated equipment. This role is essential in ensuring that the hardware and software needs of students and faculty are met by accurately determining user requirements. The specialist will implement and manage appropriate software and hardware solutions, perform software installations and upgrades, and assess and resolve network hardware and software issues, including installation, setup, and configuration of systems operating in a networked environment. In addition to technical support, the specialist will consult with vendors regarding hardware purchases and pricing, develop and document procedures for tracking and resolving network problems, and provide prompt service in response to support requests. The role also involves collaborating with faculty to facilitate classroom software changes and recommending technical needs to administration. The specialist will assist in researching, evaluating, and implementing computer network hardware and software, coordinating changes with computer systems staff, and performing systems administration duties for both physical and virtual systems. The position requires participation in departmental meetings, in-service training, and other activities, as well as keeping current with digital trends and performing other related duties as necessary for the efficient operation of the department.

Responsibilities

• Support, manage, and problem-solve computer hardware, phone networks, and software applications used by faculty and students.
• Represent IT by collaborating with district faculty and staff for installations, repairs, and service work on computers and associated equipment.
• Determine user needs to ensure hardware and software requirements are met for students and faculty.
• Implement and manage software and hardware solutions, performing installations and upgrades as necessary.
• Assess and resolve network hardware and software problems, including installation and configuration of systems in a networked environment.
• Consult with vendors on hardware purchase orders and pricing for classroom use.
• Develop and document procedures for tracking and resolving network problems.
• Provide prompt service in response to support requests, including evaluation and resolution of errors on various devices.
• Assist faculty in facilitating classroom software changes and recommend technical needs to administration.
• Research, evaluate, and implement computer network hardware and software, coordinating changes with computer systems staff.
• Perform systems administration and management duties for both physical and virtual systems.
• Create and maintain technical, operational, and troubleshooting documentation.
• Plan and prepare workshops for the use of computer equipment and software.
• Schedule activities of computer support staff and train new staff and student workers assigned to the Help Desk.
• Participate in departmental meetings, training, and professional development activities.

Requirements

• Associate or Technical degree in Technology required; Bachelor's degree preferred.
• 1-2 years of experience in technical support with an Associate's degree; 1 year with a Bachelor's degree.
• Knowledge of principles, techniques, and methodologies used to support computers, phone networks, and software.
• Familiarity with VDI, Microsoft OS servers, Active Directory, and management network infrastructure.
• Knowledge of network transmission methods and communication protocols.
• Skilled in troubleshooting hardware and software issues.
• Ability to write and maintain technical documentation and procedures.
• Ability to perform system administration duties for physical and virtual systems.
• Ability to diagnose and resolve technical problems independently and in a team setting.
• Effective communication skills, both oral and written, to interact with diverse populations.

Nice-to-haves

• CompTIA A+ certification preferred.
• IT Infrastructure Library (ITIL) certification preferred.
• Cisco CCNA certification preferred.

Benefits

• Health insurance with a choice between two medical plans.
• Dental insurance with coverage for preventive, routine, restoration, and orthodontics.
• Group term life insurance fully paid by the college.
• Retirement benefits with employer contributions after 12 months of employment.
• Flexible spending accounts for healthcare and dependent care expenses.
• Sick leave benefits with a maximum accumulation of 640 hours.
• Vacation benefits based on hours worked (not available for instructors).
• Paid holidays based on position.