Technology Services Specialist

Overview and Responsibilities

Looking for personal fulfillment in your work? Check out this opportunity to make an impact in a community with an excellent quality of life. This unique IT position makes a difference in the lives of others and is a member of a team that is committed to the values of our students and our employees. Your talents and expertise will contribute to the mission of the college to help learners achieve their dreams by supporting academic and business processes to keep the systems going. Working with a collaborative team of experts to streamline and reimagine systems throughout our 11-county district in beautiful west central Wisconsin, you will enjoy rewarding work and life quality.

The Technology Services Specialist is responsible for deploying and maintaining all system hardware, software, and services. This position develops processes, procedures, and practices for department support standards and troubleshoots, researches, and tests all system issues and applies technical solutions.

Responsibilities:

• Deploy, diagnose, maintain, repair, and support hardware, software, network, mobile, and virtual technology services for classroom, public, and employee use on and off site in a timely, accurate and efficient manner.
• Analyze processes, implement solutions, and consult with users to determine hardware, software, or system needs.
• Serve as technical and equipment liaison in the field to collaborate with other support services such as Media Services, Network Operations, Applications Support, and Student Services.
• Research information to determine appropriate solutions, test, and resolve issues; or facilitate proper escalation processes for major configuration, application, and network issues as appropriate.
• Utilize service desk processes and procedures to facilitate communication to users and complete a timely resolution of technical issues.
• Collaborate with departmental business units to ensure hardware and software orders are received, configured, scheduled, and installed.
• Ensure proper functionality of program-specific lab equipment, operating systems, and software applications, and services. Engaging vendor support, as needed. Examples may include human patient simulation, virtual reality simulation, windmill technology, microscopes, greenhouse management, dental clinic technology, fire simulation, digitized exam scanning, security systems, and credit card technology.
• Follow vendor design or installation specifications when installing, implementing, or deploying college technologies and services.
• Work with vendors and staff to define problems and solutions regarding proper licensing, configuration, and deployment of software and services.
• Coordinate DUO enrollments for all employees and students.
• Troubleshoot learning management system, determine the scope of issues, and make recommendations accordingly.
• Troubleshoot user accounts, ensuring accessibility across numerous college systems.
• Provide training and functional advice to users in the proper use of college systems, applications, and equipment.
• Develop, maintain, and revise internal and external training materials, documentation, and procedures.
• Act as a coach or mentor in directing activities of department colleagues and work-study students.
• Collaborate with faculty, staff, and leadership to ensure necessary resources are available and operating for all classes, workforce solutions and continuing education seminars, and external groups.
• Maintain accurate records of hardware and software inventory utilizing college asset management applications.
• Ensure version updates and patches are maintained.
• Take an active role in the planning, design, and research of new or upgraded hardware and application systems; maintain current knowledge of hardware, application, network, mobile, and virtual technology and recommend modifications, as necessary.

Required Knowledge, Skills and Abilities:

• Advanced knowledge of mobile device management and remote troubleshooting methods.
• Knowledge of core networking principles and client/server relationships (DNS, DHCP, TCP/IP).
• Familiarity with scripting and programming languages.
• Ability to collaborate, support, educate, and work effectively as an active member of a team.
• Extensive knowledge of applications, utilities, and operating systems used by the college.
• Ability to provide excellent customer service and demonstrate commitment to customer service standards.
• Established knowledge of computer hardware, software, and services installation and maintenance.
• Ability to use judgment, discretion, and decision-making skills in dealing with confidential and sensitive issues.
• Intermediate knowledge of Windows and Apple operating systems, Office365 products, and Microsoft applications.
• Knowledge of licensure as applied to college software applications.
• Ability to model integrity through self-awareness, personal accountability, ethical behavior, quality standards, and sustainable practices.
• Ability to think critically by applying problem solving practices, acquiring relevant information, using technology and other resources appropriately, and evaluating alternatives.
• Ability to communicate effectively by speaking and writing clearly, concisely, and professionally; practicing active listening; reading critically and adapting communication for audience.
• Ability to value diversity by recognizing personal biases, adapting to culturally diverse situations, and demonstrating a commitment to equity, inclusion, and respectful interactions with persons of diverse ethnic, cultural, social-economic, or educational backgrounds.

Qualifications

• Associate’s degree in Information Technology related field.
• Minimum of two years of experience with computer installation, support, troubleshooting, maintenance, and repair.

In evaluating candidates for this position, the College may consider a combination of education, training, and experience which provides the necessary knowledge, skills and abilities to perform duties of position.As an equal opportunity/access employer and educator, CVTC is committed to creating and sustaining a diverse and inclusive environment.  All qualified candidates are encouraged to apply.

Benefits Summary

2022 annual benefits include:

• 3 – 4 weeks of paid vacation time based on years of service
• 10 paid holidays
• Paid winter break, includes days between Christmas and New Year’s holidays (some exceptions may apply for essential workers)
• 4 paid personal days
• 15 paid sick days for absences due to illness, injury, or doctor and dentist appointments of the employee, dependent children, spouse, or parents of the employee or spouse
• Paid bereavement time
• Tuition reimbursement up to $2,500 annually (eligibility requirements apply)
• Health insurance for employee, spouse, and dependents with attached Health Savings Account (HSA); CVTC contributes $3,400 annually for a family plan or $1,700 annually for a single pan to your HSA
• Wellness incentive of up to $600 for employees enrolled in CVTC’s health insurance
• $2,500 cash-payment in lieu of CVTC health insurance coverage for employees who have credible coverage through another source
• Dental insurance for employee, spouse, and dependents
• Vision insurance for employee, spouse, and dependents
• Life and long-term disability insurance premiums paid by CVTC
• Wisconsin Retirement System (WRS), CVTC matches 6.5%, vested at 5 years of credible service
• 403(b) tax deferred annuity program
• 457(b) deferred compensation plan
• Section 125 flexible spending accounts
• Employee Assistance Program (EAP)
• Professional development
• Free or low-cost services offered by CVTC program students, such as computer repair, automotive repair, auto collision and refinishing repair, Shear Inspiration Salon and Spa, and 620 West restaurant and culinary pop ups 

Benefits begin on the first date of employment (i.e., there is no waiting period), with the exception of tuition reimbursement.

CVTC does not discriminate on the basis of race, color, national origin, sex, disability, or age in its programs and activities. The following person has been designated to handle inquiries regarding the college's non-discrimination policies: Executive Director of Talent & Culture, 620 W. Clairemont Avenue, Eau Claire, WI 54701, 715-833-6334, WI Relay: 711