HelpdeskSupport

**Job Category** Regular Support Staff **FVTC Worksite** Appleton Main Campus **Hours Per Week** 40 **Note to internal applicants:** Do not apply via this portal. Login to your Workday Account and Find Internal Career Opportunities through the Internal Portal. **Job Description Summary** This position provides first level technology support for all incoming college requests from students, staff, and community members world-wide 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. **Job Description** # Essential Functions and Responsibilities ### _The following duties are primarily performed and are essential for this position. Employees are expected to be able to perform each of these job duties satisfactorily to be qualified for the position. Other duties may be required and assigned._ * 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 s