IT Tech Support Specialist II

Deliver Exceptional Technical Support as an IT Support Specialist at CWI!

Are you passionate about helping others solve technical challenges and delivering an outstanding user experience? The College of Western Idaho (CWI) is seeking an IT Support Specialist to provide front‑line technical assistance to students, faculty, and staff across the college’s technology environment.

In this customer‑facing role, you’ll troubleshoot hardware and software issues, support classrooms and labs, and ensure users can effectively access the tools they need—while contributing to a responsive, service‑oriented IT support team.

Reports to:

IT Manager II, User Services

Position Status: FT - Full-Time

Posted Pay Range: $23.38 - $29.22

Technology is essential to learning and operations  an IT Support Specialist, you’ll play a key role in keeping systems running smoothly and minimizing downtime—supporting everything from classroom instruction to administrative operations. This role offers hands‑on experience across enterprise systems, networking, and end‑user support in a collaborative and fast‑paced environment.

CWI offers one of the most affordable and comprehensive benefits packages in higher education, including:

• Premium healthcare plans
• 11%+ employer retirement contributions
• Tuition discounts
• Generous personal leave
• Professional development opportunities

• Provide high‑quality, customer‑focused technical support to faculty, staff, and students
• Troubleshoot hardware, software, audio/visual, and network issues in a Microsoft 365 and Active Directory environment
• Deliver timely issue resolution while maintaining professionalism, courtesy, and clear communication
• Respond to help desk tickets and inquiries in a timely and efficient manner

• Monitor and manage help desk queues, documenting all support activities and resolutions
• Answer help desk phones and provide real‑time assistance to end users
• Create clear, detailed technical notes to support issue tracking and escalation
• Collaborate with the Help Desk team to improve documentation, training, and user support processes

• Install, configure, and maintain computer systems, software, hardware, and IP phones
• Support open computer labs and classrooms, including system imaging, software installation, and printing/copier support
• Perform basic testing and troubleshooting of network infrastructure, including switches, routers, servers, and cabling
• Assist with hardware and software upgrades, migrations, and deployments

• Provide mentoring and guidance to Help Desk Support Specialists and Technical Assistants (work study employees)
• Help identify opportunities to improve systems, tools, and support processes
• Participate in Agile workflows to prioritize tasks, projects, and daily work
• Develop and align individual work goals with departmental initiatives

• Schedule may include hours outside of Monday–Friday, 8:00 a.m. – 5:00 p.m.
• Travel between CWI locations may be required

• Two (2) years of college or trade school education in a computer‑related field, or equivalent experience
• Experience supporting desktop environments in an enterprise setting preferred
• Strong troubleshooting and problem‑solving skills across laptops, desktops, and mobile devices
• Experience supporting Microsoft 365 / Office 365 environments
• Familiarity with LAN/WAN and wireless connectivity troubleshooting
• Ability to communicate effectively with technical and non‑technical users
• Strong customer service orientation and ability to work independently and as part of a team

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, gender identity, sexual orientation, or any other applicable legally protected status.