Highline Community College

Compensation

Full Description

General Summary Information Technology Services (ITS) supports students, faculty, and staff through diverse technology implementations, furthering the institutional mission and priorities. ITS provides hardware and software configuration and administration, technical and end-user support, process and business analysis, and data and integration services to help further the success of Highline’s students and employees. The Technology Support Services team provides tiered level support for all Highline students, faculty, and staff through a centralized help desk and call center. This includes all desk functions; desktop hardware configuration, installation, and support; desktop and enterprise applications; audio/visual, and desktop video conferencing applications; and classroom technology support. The Customer Support Specialist position provides a wide range of tier one and tier two technical support tasks for classrooms, labs, faculty and staff, and student devices through a centralized help desk. The position follows established work methods and procedures to perform general and technical support troubleshooting, programming, installation, systems maintenance and/or systems support. Diagnoses and resolves problems on computer software and/or hardware, or applications running in stand- alone, client/server, web-based, and/or networked environments. Consults with the team and ITS staff teams to deploy collaborative IT solutions; provides design recommendations and enhancements. Collaborates with the Technology Support Services Director to ensure security of the institute's data and systems. This position is responsible for representing Highline College in a professional manner and assists in maintaining an environment conducive to achieving educational goals. This position will perform other duties as required, and 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. The incumbent in this position will pursue ongoing professional development to further their skills and knowledge. This position is a classified full-time position, which is eligible for overtime. Schedule: Tuesday-Saturday 11:00am - 8:00pm SALARY INFORMATION: The salary range stated above reflects the starting step of Range 01IT (Step A) and ending step (Step M) salary for this classified position. Based on salary placement of Step A, it will take 5.5 years to reach Step L on the salary schedule, 11.5 years to reach step M 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. Essential Tasks Reporting to the Director of Information Technology Support Services, this position will: Help Desk Support • Customer Service - Provide customer service by maintaining a friendly and patient demeanor, actively listening to user concerns, and efficiently communicating solutions; • User Support - Provide technical assistance and support to students, staff and faculty via phone, email, ticket requests or in-person visits. Assist with troubleshooting and resolving hardware and software issues; • Ticket Management - Create and manage customer support tickets utilizing Solarwinds to track and prioritize user requests and incidents. Ensure that tickets are accurately documented and resolved in a timely manner. Escalate issues to Tier 2 support or higher; • Account Management - Assist users password resets with Multi-Factor Authentication (MFA) and account access using Okta. Verify user identities; • Documentation - Maintain accurate records and documentation of hardware and software configurations, user accounts, and resolved issues. Update knowledge base articles to facilitate self-help; • Training and Education - Provide basic training or informational sessions to end-users to improve their computer literacy and ability to use common software applications. General Desktop, Laptop and Device Support & Troubleshooting • Provide technical support for classrooms, labs, faculty, staff, and student devices; • Hardware Installation - Install, configure, and set up desktop computers, laptops, printers, and other hardware peripherals; • Hardware Repair - Diagnose and repair hardware issues, such as malfunctioning components (e.g., hard drives, memory, motherboards) or physical damage. Including peripheral support such as monitors, keyboards, mice and external storage devices; • Software Installation and Updates - Install and update operating systems, software applications, and patches as needed utilizing tools such as Altiris, Active Directory, and Jamf; • Operating System Support - Provide support for common operating systems (e.g., Windows, macOS) by resolving issues and assisting with user configurations; • Network Troubleshooting - Identify and resolve network connectivity issues related to cabling or wireless connections on both open and secured networks; • Remote Desktop Support - Provide remote assistance to off-site or remote users, helping them troubleshoot software issues and configure applications; • Mobile Devices - Assist with troubleshooting and configuring mobile devices (laptops and/or tablets) used by employees; • Hardware Inventory Management - Maintain an inventory of IT assets utilizing internal asset management tools, track equipment changes, and assist with procurement and disposal processes. Computer Deployments • Hardware Installation - Installing and configuring new workstations systems on the college network according to college standards; • Software Installation - Installing and configuring, upgrading, testing and maintaining software applications on college workstations; • Peripheral Installation - Installing, configuring, testing and maintaining peripheral devices; • Inventory Management - Accurate and current maintenance of asset information in the inventory database; • Surplus Management - Accurate and current information about retired / surpluses assets in the inventory database. Technical Competencies • Baseline understanding of principles and theory within area(s) of responsibility (gained through multiple years of progressive experience, training or formal education in area of assignment) and is developing depth of knowledge and practical application; • Experience with Windows, Mac OS, iOS, Android, and updating and configuring desktops computers, Operating Systems (OS) BIOS, drivers, and accessories (printers, docking stations); • Knowledge of Active Directory and Jamf for device management; • Experience in desktop and mobile device support; • Familiar with networking concepts (DHCP, DNS, IP) and wireless technologies; • Proficiency with Microsoft Office, Teams and Google Drive; • Ability to use a variety of tools including Microsoft Office and Teams, Zoom, remote software (remote desktop and LogMeIn); • Demonstrated strong organizational skills and ability to handle multiple tasks simultaneously and determined priorities. Ticketing and Workflow Support Skills • Knowledge of a ticket system and ability to use it to assess customer needs and improve helpdesk service; • Skilled in using ticketing systems to log, monitor, and resolve IT support requests. Capable of organizing workflow, escalating issues appropriately, and maintaining accurate records; • Ability to effectively respond to routine customer calls; • Ability to provide timely and effective status updates to customers; • Ability to use proper grammar and spelling in documenting trouble tickets; • Ability to use the ticket system to log calls, update status and document resolutions; • Ability to escalate problems to the appropriate IT group for resolution. Ability to assess and escalate serious or unusual problems to the appropriate IT group for resolution; • Ability to provide standard trouble ticket status reports to management; • Working knowledge of the variables determining priority/severity of a call; • Ability to monitor workload and prioritize trouble tickets to effective use time. Effective Communication Skills • Communicate both verbally and in writing using excellent grammar, punctuation, and spelling to document and explain; • Ability to communicate clearly and effectively with users and articulate technical concepts effectively to non-technical customers; • Provide excellent customer service skills with a positive attitude, and ability to work with customers possessing a wide range of knowledge and skills; • Use best-practice customer service tools and techniques to work with individuals and groups in a constructive and collaborative manner; • Communicates clearly in a variety of contexts using all required methods and tools, including, but not limited to: Ticketing system, Google Docs, Microsoft Office and Teams, and Slack; • Ability to articulate technical concepts effectively to non-technical customers; • Demonstrated strong customer service skills (interpersonal, telephone, email and communication skills); • Experience working in a team environment; • Proficiency in IT security. Ability to apply basic security measures for Internet and desktop operations; • Ability to effectively manage multiple tasks with a strong focus on detail and thoroughness. General Skills and Abilities • Demonstrated strong organizational skills and ability to handle multiple tasks simultaneously and determined priorities. • Demonstrated strong customer service skills (interpersonal, telephone, email and communication skills); • Experience working in a team environment; • Proficiency in IT security; • Demonstrated commitment to diversity, equity and inclusion and the ability to support a diverse workplace and educational environment; • Experience in technical documentation and customer interaction documentation; • Effective verbal and written communications skills; • Ability to work independently with minimal supervision; • Sit, stand, crouch, kneel and periodically lift up to 50 lbs. Qualifications MINIMUM: • Associate degree in Computer Science/Computer Information Systems; OR, • Equivalent education and work experience; AND • One year of experience working in IT customer service, handling level 1 support, including ticket intake, ticket resolution and ticket escalation; AND • One year of experience installing, maintaining and supporting PC hardware, software and peripherals. Supplemental Information 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. THE COLLEGE Founded in 1961, Highline College was the first community college to be established in King County and is one of 34 community and technical colleges. More than 350,000 alumni have graduated from Highline over the years. Nestled between Seattle and Tacoma, we are located on the traditional village sites of the Muckleshoot, Puyallup and many other Coast Salish tribes. Highline prioritizes access for all students, staff, and faculty, which is evident in our Mission, Vision, and Values. We are proud Highline strives to improve access to Education for our student community. Those who come to our college bring unique personal experiences, beliefs, and perspectives and make us better. We strive to provide and highlight resources to support our students, staff, and faculty by fostering a equal opportunity focused workplace that reflects the communities we serve. APPLICATION PROCEDURE Your online application must include the following to be considered complete: 1. A detailed resume that addresses the MINIMUM QUALIFICATIONS of the position; 2. 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. 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: https://www.governmentjobs.com/careers/highline 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. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientations, and gender identities. 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. REASONABLE ACCOMMODATIONS 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. NON-DISCRIMINATION STATEMENT The college provides equal opportunity in education and employment and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, marital status, creed, religion, or status as a veteran of war. Prohibited sex discrimination includes sexual harassment (unwelcome sexual conduct of various types). The Title IX Coordinator, Danielle Slota, can be reached at (206) 592-3600 or DSlota@Highline.edu. 2400 S. 240th St. Des Moines, WA 98198. Building 12, President’s Office For accessibility needs, Melanie Lawson, can be reached at (206) 592-3320 or MLawson@Highline.edu. 2400 S. 240th St. Des Moines, WA 98198. Building 12, Human Resources. The Vice President of Human Resources, Melanie Lawson, can be reached at (206) 592-3320 or MLawson@Highline.edu. 2400 S. 240th St. Des Moines, WA 98198. Building 12, Human Resources. You can receive this information in an alternate format by contacting hrstaff@highline.edu.