Under the supervision of the Director, Help Desk Services, supports, manages and problem solves computer hardware, phone network and software applications used by faculty and students throughout the district's IT labs. Work is generally diversified requiring judgment, analytical skills, and decision-making abilities, according to established practices and procedures. Daily activities are completed independently, or as part of a project team, employing established procedures and general objectives. Interaction with the supervisor is limited to problems or unusual situations.

• Represents IT collaborating with District faculty and staff to perform installations, repairs, and service work on computers and associated equipment Ensures student and faculty hardware and software needs are met by determining user needs.
• Implements and manages appropriate software and hardware solutions of applications used by the MATC community; performs and maintains software installations and upgrades.
• Assesses and resolves network hardware and software problems including installation, set-up, and configuration of computer hardware and software operating in a networked environment.
• Consults with vendors on hardware purchase orders and pricing of hardware to be used in the classrooms.
• Develops and documents appropriate procedures, guidelines, and techniques to pursue, track, and resolve network problems
• Provides prompt and accurate service in response to support requests including evaluation and resolution of laptop, desktop, printer, phone, and tablet errors; implements repair or replacement of equipment or software.
• Assists with the collaborating with faculty to facilitate classroom software changes and upgrade classroom software as needed per course requirements; confers with Administration recommending technical needs of classrooms and offices.
• Assists in the research, evaluation, and implementation of computer network hardware and software, and makes recommendations; coordinates related network changes with computer systems staff.
• Performs systems administration and management duties for both physical and virtual systems including using monitoring, recording, reporting and analysis tools.
• Performs and assists with special projects; collaborates and communicates the MATC community, vendors and vendor support services to troubleshoot network issues.
• Creates and maintains appropriate technical, operational and troubleshooting documentation via various media resources; supports computer Help Desk.
• Plans and prepares workshops associated with the use of computer equipment and software.
• Schedules activities of computer support staff and trains new staff and student workers assigned to the Information Technology Helpdesk.
• Participates in departmental meetings, in-service training and other activities as required; attends conferences, seminars and professional meetings as designated.
• Keeps current and recommends new strategies on digital trends.
• Performs other related duties as required for the efficient operations of the department.

Minimum Qualifications:
Compliance with all state, federal, and accreditation standards/requirements, as well as all MATC policies and procedures.

Required Education: Associate or Technical degree in Technology.

Preferred Education: Bachelor's degree in related field is preferred.

Required Experience:

With Associate:

• One to two (1-2) years of experience.

With Bachelors:

• One (1) year of experience.

***Related experience includes: Progressively responsible work experience in continuous computer technical support activities.

Preferred License/Certification: ComptTIA A+; IT Infrastructure Library (ITIL); Cisco CCNA certification or license.

• Knowledge of currently recognized principles, techniques, and methodologies used to support computers, phone networks, software and related equipment.
• Knowledge in the following areas: VDI, Microsoft OS servers, Active Directory, management network infrastructure, data storage, backup systems.
• Through knowledge of network transmission methods and network communication protocols.
• Working knowledge of current office practices and procedures in the use of computer and software systems and supporting equipment.
• Skilled at troubleshooting of hardware and software.
• Ability to write and maintain Technical documentation and procedures.
• Ability to perform system administration and management duties for both physical and virtual systems.
• Ability to diagnose and resolve technical problems independently and in a team.
• Ability to establish and maintain effective working relationships with students, colleagues, community representatives, and the general public.
• Ability to communicate effectively on sensitive issues through both oral and written means and to establish effective working relationships with administrators and staff.
• Ability to schedule work and keep accurate records.
• Ability to translate necessary technical information into instructions usable by non-technical people.
• Ability to establish, collaborate and maintain effective work relationships with staff and public.
• Ability to work with culturally diverse employee populations.
• Ability to lift and move computer equipment weighing up to approximately 50 pounds.

Physical Demands:

• Ability to lift up to 50 lbs., carry, and push up to 20 lbs. and ability to pull up to 50 lbs.

• Ability to climb stairs and maintain balance.

• Ability to stoop, kneel, crouch, reach, hear and speak.

• Sitting/Standing/Walking: 50% of time spent sitting, 25% of time standing, and 25% of time walking

Start Date:
This position supports the department of Help Desk Services and is available immediately.

Hours/Location:
This position is a 1.0 FTE or 40 hours per work week and is based out of the Downtown Milwaukee campus. Hours are Monday through Friday from 7:30 am - 4:30pm.
This position is eligible for flexible work arrangement; hybrid in-person and remote

Hourly Rate:
This is a non-exempt, hourly position, with a pay range of $25.47 - $31.85. Salary is listed to the midpoint of the salary range and is based on the 2023/2024 rates and are determined by years of experience credit and internal salary equity.

Application Materials:
Along with your completed applications it is optional, but not required, to upload supporting documents such as resume, cover letter and proof of education (transcript, copy of diploma/degree/certificates, etc.). Education will be formally verified prior to offer.

Interviews:
Selected qualified candidates will be invited to participate in one-way video interviews using the Spark Hire platform. Candidates who are selected after the first interview will be invited to a second-round interview.