Site Support Technician II

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Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Job Description

The Site Support Technician II provides the company with essential IT services such as basic troubleshooting, break/fix operations, desk-side support, walk-up support, OS, software, hardware, and accessory support, and provisioning. Duties include fulfillment services such as packing, shipping, receiving, and computer cleanup. The Site Support Technician II will work from a ticketing queue to accomplish the same work. They will be expected to keep excellent, dated notes and documentation.

The Tech II will be the first escalation point for entry level technicians. The scope of this position is generally well-defined but will also require the technician to be self-motivated and self-sufficient. Sometimes the role will require an elevated level of creativity, rational thinking, and research skills to troubleshoot more advanced issues.

The Site Support Technician II will provide professional and prompt customer service in all activities. They will work directly with all levels of staff including executives and their assistants. The Site Support Tech II will be trusted with VIP interactions and serve as a role model for other members of the team. The direct customer service nature of this position requires work on-site during hours of operation.

Essential Functions and Responsibilities:

• Monitor own ticket assignments and resolves issues and fulfills requests with SLAs.

• Troubleshoot employee issues via email, IM, phone call, utilizing screen share and remote access tools as necessary.

• Provide desk-side support including desk and office equipment setups.

• Assist with covering front desk for walk-up issues and requests.

• Assist with temporary access badge requests.

• Escalate issues to Tech III when appropriate.

• Monitor Teams channels for escalations, issue trends, and support reach outs.

• Provision laptop computers as needed for urgent replacements and equipment refresh - asset record updates & accuracy.

• Assist with system lock outs and unlocks.

• Manage lost or stolen computer tickets.

• Fulfill hardware requests via locker system or shipping to staff.

• Review business case for hardware and software requests.

• Assign software licenses / add users to subscriptions.

• Assist with equipment deliveries, stocking shelves, and stockroom organization and cleanliness.

• Assist with on-site printer consumable replenishment and meter reads as needed.

• Process returned equipment - redeploy, repurpose, or recycle.

• Work with external teams to resolve escalated employee issues (Service Desk, Infrastructure, Desktop Architecture, and/or Audio Visual).

• Contribute to updating of new equipment user guides and other knowledge articles.

• Apply organization policies and procedures, along with developing creative solutions, to solve issues.

• Follow through with incident resolution including verification of fix.

• VIP support (Director level and up)

• Perform other duties as assigned.

Knowledge, Skill and Abilities:

• Role model for other technicians, especially Tech I employees.

• Excellent verbal and written communication skills, including good technical writing skills.

• Demonstrates gold standard of ticket management by communicating and following well documented troubleshooting steps.

• Ability to understand and foster change that takes place in areas of support for employees and equipment.

• Provide excellent customer service by being courteous, professional, understanding, and accommodating. Takes an active role in increasing VSAT %.

• Demonstrates professionalism in university communications - Teams channel, emails, and ticket communications.

• High competency in Microsoft 365 web/desktop applications - Excel, Word, Outlook, Teams, and OneDrive.

• Ability to understand the impact a user is experiencing and proceed accordingly.

• Ability to leverage team members, knowledge bases, and People Center for information.

• Driven to take initiative and requires minimal management with tasks and projects.

• Ability to act independently in applying standard practices and policies.

• Knowledge of configuring, troubleshooting, and deploying Apple & Windows workstations.

• Excellent organizational and time management skills.

• Ability to take ownership of own work and actively seeks opportunities to assist and develop others and themselves.

• Strong understanding of compliance with confidentiality, security principles, and information protection.

• Ability to maintain cleanliness and organization in the workspace.

• Excellent interpersonal and analytical skills.

• Great decision-making capabilities and the ability to follow up on decisions.

• Ability to prioritize and re-prioritize workload as needed.

• Proven troubleshooting skills for Mac and Windows OS systems in an Enterprise environment. High knowledge in working with System Management software such as N-Central, JAMF, and Intune.

Competencies:

Organizational Impact:

• Works to achieve day-to-day objectives with a significant impact on the job area.

• The work is performed independently under limited supervision and consists of non-routine tasks that may require discretion within established operational boundaries and procedures.

• Assistance in the training and support for lower-level employees is also expected.

Problem Solving and Decision Making:

• Problems and issues faced are unclear and may require some analysis to understand and resolve.

• Employs minor changes in activities and processes to solve problems or improve effectiveness of area.

• Expected to develop solutions independently, with manager review.

Communication and Influence:

• Collaborates with contacts typically within and outside the job area on matters that typically involve obtaining or providing information on matters of moderate importance to the University.

• Explains practices, procedures, and policies to reach agreement.

Leadership & Talent Management:

• Responsible for providing guidance, coaching, and training to other employees within the job area.

Job Qualifications:

Minimum Qualifications:

• High School Diploma

• 3 years of IT support experience in an enterprise environment. This includes troubleshooting, configuring, and deploying Windows/MacOS Workstations and iPads and Office 365 applications.

• Customer service experience in a formal support role.

• Experience with AD, Intune, JAMF, ServiceNow, IIQ (Identity Management), and Workday.

• Experience shipping and tracking packages using FedEx, UPS, and/or USPS.

Preferred Qualifications:

• ITIL Foundations and CompTIA A+ Certifications

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Prolonged periods of standing or walking between on-site locations.

• Occasional crawling under desks.

• Must be able to lift up to 25 pounds regularly.

Disclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job. Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.

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Position & Application Details

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.