Tech Support Specialist 1 at Iowa Western Community College (IA) – Council Bluffs, Iowa

This position supports the College’s strategic objectives with in-person, phone and email support of hardware and software to end users in support of the College’s administrative and educational systems.

• Provide in-person, phone and emails support for computer hardware, software, and related peripherals.
• Installs and maintains computer operating systems and software.
• Performs technical diagnosis, repair, installation and maintenance of computers and audio-visual equipment.
• Troubleshoots and maintains technology in classrooms, computer labs, conference rooms and other areas where related technology is installed.
• Provides help desk phone and walk-in support for students, staff, and faculty with privacy and data protection by assisting with password resets, use of multifactor authentication, and other technology related questions and/or problems.
• Creates identification cards and programs for building or door access.
• Provides Zoom support for meetings, phone and online or distance learning instruction.
• Assists with setup, operation, and tear down of campus or center events needing computer, network, or AV systems for special events.
• Engages in personal education, training, and staff development activities to maintain a high degree of technical competency to facilitate and maintain the implementation of technologies.
• Documents usage procedures for purchased and custom software.
• Creates various documents and technical materials for distribution to the management staff, user community, and internal staff.
• Provide on-going technical support for application systems.
• Maintains a high degree of user visibility.
• Demonstrates IWCC’s core mission, vision, and values.

• Experience/knowledge in Windows10/11, networking, TCP/IP, and wiring
• Basic understanding of Mac OS and iOS
• One year of experience installing and troubleshooting computer hardware, software, and related peripheral equipment
• Experience/knowledge of multimedia projectors and connections to computers

• Excellent verbal and written communication skills and ability to articulate in both small and large group settings and with diverse groups of people including co-workers, students, business contacts and at various levels from front-line to administration.
• Strong organizational skills including the ability to multi-task, to meet deadlines, to produce error-free final products, and to manage time and output.
• Excellent customer service skills required.
• Proficient use of Microsoft Office products (Outlook, Word, Excel, PowerPoint)
• Ability to read, write and speak English fluently.

• Enthusiastic and dedicated to the challenges of helping other people.
• Ability to function collaboratively as part of a fast-paced, customer-oriented team.
• Professional in communications, appearance, relationships, and responsiveness
• Positive attitude
• Ability to maintain strict confidentiality at all times.
• Self-starter with the ability to perform with little or no direct supervision.
• Regular, prompt & reliable attendance
• Ability to pass a background check, have a valid U.S. driver's license and good driving record

• Normal Office
• Heavy Work (lift 30-50 lbs.)
• The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone, and basic office equipment.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• Ability to drive company owned or personal vehicle.