Community Colleges of Spokane Looking for IT Customer Support Technician Full Time

Job Title: IT Customer Support Technician
Location: Spokane, WA
Job Type: Classified
Department: DIST Customer Support Services
Closing: 2/27/2024 4:00 PM Pacific
Salary: $4,948.00 – $6,656.00 Monthly

Starting salary for this position is: $4,948 (Monthly)

Employees starting at the entry step of this range receive salary step advancement after six months and every 12 months thereafter. If an employee starting at anything higher than the entry step of the range, will have salary step advancement after 12 months and salary step advancement every 12 months thereafter until they reach the top of the salary range. Each salary step advancement will be approximately a 5% increase in salary.

Community Colleges of Spokane (CCS) District Equity Statement 

CCS believes that access to high-quality education in a safe and inclusive environment is the right of all individuals and imperative for the continued advancement of a strong democracy and workforce. We also believe higher education institutions have an obligation to work toward and demonstrate progress in ensuring equity amongst their students, faculty, and staff. Equity is grounded in the principle of fairness. In higher education, equity refers to ensuring that each student receives what they need to be successful through the intentional design of the college experience.

The Information Technology (IT) division for the Community Colleges of Spokane (CCS) is seeking an IT Customer Support – Entry level technician to join the IT division. We seek candidates with strong technical skills and a passion for improving the lives of students, staff and faculty in a dynamic teaching and learning environment. IT leaders are poised to grow our strong, client-focused team that puts students first, promotes equity through accessible learning and information technologies, and provides responsive service with excellence and integrity. We are excited to welcome a new team member!

Please be aware that this recruitment closes at 4:00 p.m. PST. The application process will not be available after this time. To ensure consideration make sure your application is completed and submitted as soon as possible. Applications will only be accepted prior to 4:00 p.m. on the closing date.

The Community Colleges of Spokane is seeking a highly motivated and qualified individual for the position of IT Customer Support Technician in the DIST Computer Support Service Department.  

JOB SUMMARY

The IT division supports the CCS District educational services to Washington State’s largest district (12,302 square miles) servicing 29 individual urban, suburban and rural inter- connected campuses, buildings and learning centers. Office of IT division provides operational support to 6,200 client devices in offices, labs and classrooms, along with 5,000 user devices incorporating voice, data, video communications (including IP and PBX telephony, wireless, video/tele-conferencing), local and wide-area networking, converged or integrated technologies, computer systems, application life-cycle development, and internet based or web applications, mobile and cloud-based applications environments.

The IT Customer Support Technician provides support for CCS technology (computers, printers, imaging, multimedia, audio-visual, video, peripherals, etc.). This position is the primary contact with customers and serves internal and external technology users. The position is a subject matter expert on specific assigned technologies and provides input/recommendations for technology and procedural decisions.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

• Duty:Perform Tier 2 issue resolution for incoming help requests from end users. *
  • Tasks: Install and upgrade software, hardware and systems. Assess, research, troubleshoot and fix complex technological problems. Test and execute solutions or bug fixes in both single and multiple device systems.
  • Tools: Windows command line utilities including Ping, Trace Route, IP Config, Nslookup, gpresult, nbstat, arp, ect. Windows remote server management toolkit utilities including active directory users and computers, print management, server manager, group policy management, event viewer, bitlocker management and DHCP management. Mass client management tools including system center configuration manager, JAMF pro, Apple configurator 2, webjet admin and SCCM right click tools. Scripting and programming tools including notepad++, VS code, powershell and vbscript.
  • Outcomes: Installs or upgrades software, hardware and systems quickly and correctly tracking all work. Resolves complex technological problems completely and quickly with minimal impact to users tracking all work. Resolves bugs or configuration errors in single and multiple device systems.
• Duty:Meet business needs and operational requirements by overseeing implementation of new systems and services. Develops training guidelines for customer support employees. *
  • Tasks: Research, test, recommend and implement technology and technology solutions; collaborate with staff, vendors, hardware and software manufacturers to determine specifications that meet functional needs of customers, staff, integrated dependent systems and interoperability. Convey effectiveness of solution to system admins to ensure solutions meet the needs of the technical users.
  • Tools: Information technology service manager FreshService, Microsoft Teams, Microsoft Planner, SharePoint document libraries.
  • Outcomes: Installs new systems and services meeting business and operational needs. Creates training guidelines and documentation for use by other customer support professionals and paraprofessionals.
• Duty:Monitor system environment to identify availability and functionality issues. Provide system outage and status communication to users and IT staff. Escalate systemic issues to appropriate teams. *
  • Tasks: Monitor systems and reported issues for outages or functionality issues. Address outage and functionality issues by confirming, researching, and troubleshooting reported issues. Notify customers and IT staff about outages including troubleshooting, scope, and impact information. If needed determine the correct IT team and escalate outage or functionality issues.
  • Tools: Monitoring tools including, Office 365 admin console, Exchange admin console, SCCM reporting, JAMF Pro and communication with tier 1 support staff. Communication tools including Microsoft Teams, Outlook and FreshService.
  • Outcomes: Systemic issues creating outages or functionality impairment in key business systems are identified quickly and resolved. Where needed customer communication is issued. Issues requiring escalation are escalated quickly with necessary information for resolution.
• Duty:Ensure ticket completion adhering to completion timelines and operational standards using constant communication with customers, supervisors, IT staff and vendors. *
  • Tasks: Communicates with co-workers, supervisor, users and vendors regarding work assignments. Works within IT service management system to ensure tickets move to resolution. Transfers ticketed work to other IT units correctly and continues to monitor the work as it moves towards resolution. Ensures that all ticket work adheres to service level agreements, departmental policy and procedure.
  • Tools: Outlook, Microsoft Teams, FreshService, SharePoint, telecommunications.
  • Outcomes: Tickets are resolved to customer satisfaction meeting all departmental policy and procedure. Work transfer between IT units is done systematically following procedures. Tickets are monitored from entry to resolution.
• Duty:Develop resource reference material for system users and IT staff. *
  • Tasks: Create customer facing reference resources including documentation, videos, web content and user manuals for district wide IT systems. Creates internal documentation for use by IT paraprofessionals and professionals within various knowledgebase software’s. Adheres to technical communication best practice in all documentation.
  • Tools: FreshService, Sharepoint.
  • Outcomes: Creates technical documentation for consumption by users and IT staff that is clear, concise and adheres to technical writing best practices.
• Duty:Research and evaluate customer service systems and practices for improvement. *
  • Tasks: Researches and recommends new systems and procedures and evaluates existing systems and procedures for improvement. Research new and immerging systems for use in IT ecosystem. Works with various IT teams to streamline IT procedure when possible.
  • Tools: Outlook, continuing education programs, Microsoft Teams, SharePoint.
  • Outcomes: All IT staff are actively involved in continuous improvement of IT procedures and methods. Proposal, evaluation, and implementation of software beneficial to customer support.
• Duty:Professional development. *
  • Tasks: Attends and participates in meetings, workshops, trainings, and seminars for the purpose of skills proficiency, professional development, information gathering and exchange, as well as planning, research, training others, collaboration, recommendation, decision-making, delegation, clarification and/or confirmation.
  • Outcome: Technicians are well trained for new and emerging technology.
• Model professional decorum and mutual respect in all personal interactions. *
• Complies with district policy, procedures and directives, state and federal regulations, orders and statutes and collective bargaining agreements. *
• Support and advance the CCS strategic plan, and perform other duties as assigned. *

*Indicates this is an essential duty.

This position is designated a bargaining unit position.

COMPETENCIES & OTHER REQUIREMENTS

COMPETENCIES

• Manages Complexity: Experience making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Decision Quality: Ability to make good and timely decisions that keep the organization moving forward.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Plans & Aligns: Plan and prioritize work to meet commitments aligned with organizational goals.
• Ensures Accountability: Ability to hold self and others accountable to meet commitments.
• Drives Results: Consistently achieves results, even under tough circumstances.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Demonstrates Self-Awareness: Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.
• Nimble Learning: Actively learns through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Situational Adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in a relevant discipline or any comparable combination of experience and training which demonstrates the knowledge, skills and abilities to perform the above duties.
• Microsoft MTA certification, A+ or Net+ etc.
• Responsible for maintaining a high level of professionalism, working to establish a positive rapport with users and co-workers, positive conflict resolution, and an empathetic lens to understand and put the customer and user perspective at the forefront of the resolution.
• Flexibility and adaptability to change within the IT division and the ability to have a positive overarching participatory view of change within the global CCS organization.
• Technical knowledge of current Windows desktop and server operating systems
• Technical knowledge of current MacOS and iOS operating systems.
• Technical knowledge using Active Directory, Group Policy Management, and Computer Management tools.
• Technical knowledge of current Microsoft Office and Microsoft applications and the ability to assist users using the applications and troubleshoot program errors.
• Knowledge of using various search engines and advanced technical language to perform searches for solutions to technical problems
• Ability to troubleshoot and resolve technical issues.
• Excellent interpersonal, oral, and written communication skills.
• Ability to work with employees with varying degrees of computer knowledge. 
• Ability to work on and pivot between multiple tasks and work in a fast-paced environment.

DESIRED QUALIFICATIONS

• MacOS, iOS operating systems and Windows environment
• Microsoft MCSA.

CONDITIONS/TERMS OF EMPLOYMENT

TOTAL COMPENSATION WITH BENEFITS:  $77,903 – $101,000..

 Total compensation is an estimate based upon adding the following amounts together:

• Base compensation of $59,376 – $79,872, plus 
• Current employer-paid health and related benefit contribution rates, plus
• Median retirement fund contributions. 

The actual total will vary depending upon each employee’s enrollment choices.

Person hired must be able to provide acceptable documentation of U.S. Citizenship or lawful authorization to work in the United States. This is an absolute condition of employment. An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H1-B visa. In addition, the Community Colleges of Spokane maintains a drug-free work environment and prohibits all smoking in the college buildings and state-owned vehicles. Must be able to successfully work in and promote a multicultural work and education environment.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. Once an applicant is chosen for an interview, they are required to complete and submit a declaration regarding sexual misconduct and investigation per state law.

PHYSICAL REQUIREMENTS

• Work is performed in office and classroom environments with frequent interruptions.
• Work can be active or sedentary.
• Frequent use of computers.
• Work directly with students/clients.

CONDITIONS OF EMPLOYMENT

• Full-time schedule (12-month, 40-hours a week).
• 6-month probationary period.
• This position is overtime eligible.
• May require local or regional travel. 
• Criminal background check is required.

REQUIRED APPLICATION MATERIALS

To qualify for consideration, applicants must meet required competencies and submit a complete application packet, which includes the following:

• CCS online application. *
• Cover letter addressing your qualifications relevant to the responsibilities of this position. *
• Resume. *
• References – the names, addresses, and phone numbers of three professional references. *
• College transcript(s) if applicable – unofficial/copies of transcripts are acceptable for initial application, official copies must be submitted upon acceptance of job offer.

NOTE: All of the above are required to ensure your consideration for this position.

The item(s) marked with an asterisk are required attachments to your application prior to submission.

If you require an accommodation during the application or interview process, please contact HR at [email protected] 

Community Colleges of Spokane does not discriminate in its programs, activities and employment on the basis of race, creed, color, religion, national or ethnic origin, age, sex, marital status, pregnancy, pregnancy related conditions, parental status or families with children, status as a mother breastfeeding her child, AIDS/HIV or hepatitis C, honorably discharged veteran status, sexual orientation, gender identity or expression, disability, use of trained guide dog or service animal by a person with disability, genetic information or any other legally protected category.

Direct all inquiries or grievances regarding access and Title IX or ADA to:

Amy McCoy | Chief Compliance Officer Title IX and ADA Coordinator
Community Colleges of Spokane
2917 W. Whistalks Way, MS 3027
Spokane, WA. 99224-5288
[email protected]
509-279-6012 

Direct all inquiries regarding equal opportunity compliance and/or grievances to:

Greg Stevens | Chief Strategy and Administration Officer
Community Colleges of Spokane
P.O. Box 6000, MS1004
Spokane, WA. 99217-6000
509-434-5040 

Native Land Acknowledgement

We are honored to acknowledge that the Community Colleges of Spokane, and our main campuses for Spokane Falls and Spokane Community College, are located on the traditional and sacred homelands of the Spokane Tribe. We also provide services in a region that includes the traditional and sacred homelands of the Coeur d’Alene Tribe, Confederated Tribes of the Colville Reservation, Kalispel Tribe and Nez Perce Tribe.

We pay our respect to tribal elders both past and present as well as to all Indigenous people today. This land holds their cultural DNA, and we are honored and grateful to be here on their traditional lands. We give thanks to the legacy of the original people and their descendants and pledge to honor their stewardship and values.