Helpdesk Support

Helpdesk Support

Fox Valley Technical College

Regular Support Staff

Appleton Main Campus

40

This position provides first‑level technology support for all incoming college requests from students, staff, and community members worldwide 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.

• 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

Education 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.

• 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.

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

• 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 and 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.

Fox Valley Technical College (FVTC) is an Equal…