IT Customer Support Specialist
This posting will remain open until the position is filled. Priority screening for applications received by August 1, 2022.
Information Technology Services (ITS) provides facilities and technical support for students, faculty, and staff in various implementations of technology in support of institutional goals. ITS supports over 2,600 workstations and virtual desktops in various locations both on and off campus, over 120 physical and virtual servers in two data centers and in the cloud, a campus-wide fiber backbone and wireless network, telephone and other communications systems, and 150 multimedia/projection systems. ITS provides hardware and software configuration and support services, technical and end-user support, web application development, and data and integration services to help further the success of Highline’s students.
The Customer Services team provides first, second and third tier level support for the Highline campus of students, faculty, and staff through a centralized Help Desk. Support provided includes all help desk functions; desktop hardware and software configurations, installation and support; support for desktop and enterprise applications and systems; audio-visual and desktop video conferencing applications; and classroom and labs technology support.
This position provides first and second tier support for all Highline students, faculty and staff through a centralized help desk. Responsibilities for this position includes receiving, recording and troubleshooting user issues at the Help Desk and in the field using a ticketing system to collect, organize and update information properly; configuring, testing, installing and moving computer workstations, monitors, printers and other peripherals; installing and configuring hardware and software. Additionally, the position provides technical support and guidance to address hardware and software issues using a variety of IT tools including remote desktop and LogMein; troubleshoots and restores technical service and equipment troubles by analyzing, identifying and diagnosing faults and symptoms; and processes surplus IT equipment.
This position is a classified full-time position, which is eligible for overtime. This position is assigned an alternate work schedule based on business and operational needs of the Department and the College, which requires flexible hours and working evenings and weekends as required.
Salary Information: The above salary range for the IT Customer Support-Entry position reflects the starting step of Range 01IT (Step C) for this classified position and includes a 5% King County compensation provision. As a new employed classified employee, based on annual increments, it will take 5 years to reach Step L on the salary schedule. This does not reflect any contractual changes, legislative mandated salary increases or Cost of Living Increases (COLA's) that may be approved in the future.
Please be advised beginning October 18, 2021 of the Washington State employees requirement to be fully vaccinated from COVID-19 as a condition of employment. Additional details located in the Supplemental Information section.
Under the direction of the Information Technology Customer Services Manager, this position will:
- Respond to staff and student technology-related problems and requests via email, telephone, and in person;
- Collect and organize information, identifying issues using a Help Desk ticketing system;
- Monitor progression of work and document solutions;
- Assist customers in the routine use of applications and college systems;
- Provide one-on-one assistance to customers, such as explanation of application features and functionality; provision of step-by-step instruction on use of applications; and development of effective self-help material;
- Install PC and Mac computers and peripherals. Configure, test and install workstations, monitors, printers and other peripherals. Install and configure software applications and hardware;
- Assist with configuration and set up of printers, projection devices, and monitors to work effectively for various instructional purposes;
- Troubleshoot and resolve technical issues related to computers and peripherals in person and remotely. Perform basic component level repairs using hardware and software diagnostic tools to troubleshoot, assess and resolve hardware and software problems. May replace components and install hardware and software to resolve issues;
- Perform routine back-up procedures;
- Anticipate potential issues and work to resolve them proactively before they become a problem. Refer and escalate problems as appropriate to other technicians or workgroups;
- Assist with campus office moves of computer desktops and peripherals;
- Coordinate and report on progress of projects involving other ITS staff by communicating with individuals or groups in person, over the phone, or via email or other electronic means;
- Assist with training student staff at the ITS Help Desk;
- Actively participate in campus-wide committees and community activities;
- Actively participate in ongoing education and professional development to maintain and upgrade skills and knowledge;
- May lead the process to surplus equipment for ITS.
- Communicate both verbally and in writing using excellent grammar, punctuation, and spelling to document and explain;
- Provide excellent customer service skills with a positive attitude and to work with customers possessing a wide range of knowledge and skills;
- Exhibit basic understanding of computers, peripherals, printers, projectors, smart boards, scanners, digital and document cameras;
- Troubleshoot and resolve issues with Windows 10 and/or Windows 11, Macintosh Operating Systems, user applications, and networking;
- Identify, analyze, and resolve simple and routine computing related issues;
- Install, configure, customize and maintain software and hardware in Macintosh and Windows environments, including input and output device and peripherals;
- Demonstrate working knowledge of application software including Microsoft Office and Internet browsers;
- Develop a sense of strategy and timing, and the ability to prioritize duties independently;
- Collaborate with ITS staff in order to discuss and troubleshoot technical issues pertaining to user related problems;
- Work independently and collaboratively in day to day activities and crisis situations;
- Accept personal responsibility for the quality and timeliness of work;
- Exhibit exceptional work ethics in honesty, integrity and appropriate use of public resources;
- Actively contribute to a work environment that embraces diversity and uses diverse perspectives to enhance the attainment of organizational goals;
- To sit, stand, crouch, kneel and periodically lift up to 50 lbs.
- Associate degree in Computer Science/Computer Information Systems; OR;
- Equivalent education and work experience;
- A minimum of two years of demonstrated computer desktop support experience working with Macintosh and Windows Operating Systems.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.
Conditions of Employment
Highline College does require COVID-19 vaccinations for all students, staff and faculty –– with waivers for specific exemptions –– for those who physically attend courses, operations, or other in-person activities. This decision was made in accordance with higher education proclamation 20-12.4. A candidate will not be asked to report their vaccination status unless they are hired by the college. If a candidate chosen for hiring is not fully vaccinated from COVID-19 and plans to submit a medical or religious exemption to this employment condition, the hiring process will be suspended until a decision has been made regarding any exemption application which is submitted. A candidate will not be allowed to do any work for Highline College or be onboarded as a new employee during the time period when the exemption is being considered. The request for an exemption does not guarantee approval.
Highline College prides itself on its commitment to diversity and equity, its institutional culture of collegiality and innovation, its globalization of curricula and its inclusion of the community in its programming. Founded in 1961, Highline College is situated in a diverse community just 15minutes south of Seattle. The college annually serves more than 16,500 students –– a student population of over 70% students of color, representing 35 nations and more than 100 languages. The college embraces equity, inclusion and social justice, with core goals of student attainment, diversity, community Engagement and sustainability. The student body at Highline College is made up of Transfer students, Running Start students, Professional- Technical students, International students, Comprehensive Transition Program for students with intellectual disabilities, Adult Basic Education and English Language Learners. In addition, we offer six bachelor of applied science, four-year degrees.
MISSION AND VISION
As an essential part of our mission and vision, diversity, equity and inclusion are promoted and fostered in all aspects of college life.
Your online application must include the following to be considered complete:
- A detailed resume that addresses the MINIMUM QUALIFICATIONS of the position;
- A letter of application/cover letter (two-page maximum, recommended) that addresses your ability to meet the QUALIFICATIONS, and KNOWLEDGE, SKILLS AND ABILITIES for the position;
- A one-page response to the Supplemental Question.
CONDITIONS OF EMPLOYMENT:
- National Criminal Background Check may be required;
- This position is covered under the Washington Public Employees Association (WPEA)bargaining agreement.
APPLICATIONS MUST BE FILED ONLINE AT:
NEED APPLICATION HELP?
Should you have any difficulties uploading your documents or navigating the application process, please contact NEOGOV Technical Support at 1-855-524- 5627, Monday - Friday 6:00 AM to 6:00PM Pacific Time.
HIGHLINE COLLEGE IS AN EQUAL OPPORTUNITY EMPLOYER
Highline College is an equal opportunity employer. The College is committed to enhancing the diversity of our faculty and staff, as well as our student population. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientations, and gender identity diversity. We strongly encourage applicants to apply without regard to race, color, religion, sex, sexual orientation, national origin, age, marital or veteran status, disability, or any other legal protected status.
The College complies with the Americans with Disabilities Act. Applicants needing accommodations in the application process in an alternative format may contact the Human Resources office at (206) 592-3812. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the state's free telecommunication access service.
TITLE IX POLICY
Highline College complies with Title IX regulations. For details on our policies, see our website https://humanresources.highline.edu/faculty-and-staff/policies/title-ix/
The College appointing authorities reserve the right and may exercise the option to make an employment decision prior to the conclusion of the recruitment process.