IT Customer Support - Entry (Lab Support)

Description

Columbia Basin College ("CBC" or the "College") seeks an IT Customer Support – Entry (Lab Support) to provide professional, technical support for all campus computing labs and classrooms, and provides secondary support to all College employees. The position directly contributes to the College’s mission of student success by ensuring the student and instructor workstations are secure, current and in proper working order, as well as faculty and staff workstations This position reports to the Assistant Director of IT Customer Success.

This position is open until filled. First consideration will be given to applicants whose complete application has been received by January 18, 2021 @ 11:59 PM Pacific Time.

Primary Responsibilities

• Design, install, configure, maintain, monitor and troubleshoot 15+ campus computer labs in consultation with faculty and staff who utilize the labs;
• Consult with lab stakeholders to determine the hardware and software requirements necessary to the support instruction;
• Design the desktop hardware and software configuration according to standards; develops the hardware and software images;
• Test configurations and systems according to standards;
• Deploy the prepared images to hardware (using Acronis or Microsoft System Center Configuration Manager (SCCM));
• Install hardware in labs to ensure safe and clean physical and technology environment for student use;
• Maintain lab systems through use of remote console (DeepFreeze) to ensure the system keeps its original configuration;
• Troubleshoot and resolve hardware and software service requests; troubleshoot and support desktops, students and faculty using Virtual Desktop Environment (VMWare);
• Log asset-specific metadata in department inventory database; Review system logs and messages as necessary to identify events and errors on computers with IT maintenance tools (DeepFreeze, Symantec, MalwareBytes and Ninite);
• Communicate regularly with department faculty or staff;
• Coordinate movement of Computers on Wheels (COW) to classrooms based on faculty request;
• Create and support test environments for experimental hardware and software combinations;
• Evaluate new hardware and software releases and configurations to find faults in existing environments and/or improvements processes and configurations; test scripts to automate deployment and maintenance of systems such as SCCM, DeepFreeze and Ninite.
• Support and train customers with technology needs; develop and conduct software and system training for users; develop effective support and FAQ documentation; train users on new equipment and software installs in multiple computer labs;
• Serve as tier two technical support on technical issues unable to be resolved at the HelpDesk;
• Train and monitor student workers; assign, instruct and check the work of multiple part-time student workers as they assist with HelpDesk customer support;
• Troubleshoot and repair hardware and software problems reported to HelpDesk for faculty and staff; use established procedures to resolve HelpDesk service request;
• Inspect hardware and software for possible problems using standard methods (reboot, cabling issues, toner replacement, driver updates, configuration changes, etc.);
• Perform software updates and preventative maintenance using standard methods;
• Troubleshoot broken hardware to determine necessary repairs; research vendor-recommended repair processes; install and test replacement parts; Communicate regularly with the end user on the status of incidents;
• Act as first point of contact for HelpDesk telephone, email and ticketing system;
• Change Active Directory user passwords and move computer’s objects in accordance to standard procedures; and
• Perform other duties as assigned.

Required Qualifications

• Associate’s degree in a Computer Science or IT-related field from an institutionally accredited college or university;
• Four (4) years of work experience in an IT field with demonstrated progressive increases in duties and responsibilities; and
• Three (3) years of work experience providing front-line IT customer service and technical support.

Preferred Qualifications:

• Bachelor’s degree in a Computer Science or IT-related field from an institutionally accredited college or university.

Skills & Abilities

Analytical Skills : Synthesize complex or diverse information; collect and research data; use intuition and experience to complement data; design work flows and procedures;

Problem Solving Skills : Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics;

Technical Skills : Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others;

Customer Service Skills : Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments;

Professionalism : Ability to approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments;

Interpersonal Skills : Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to others' ideas and try new things;

Oral Communication : Ability to speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings;

Written Communication : Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; present numerical data effectively; able to read and interpret written information;

Quality : Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality; and

Safety and Security : Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.

TERMS OF EMPLOYMENT:

This position is a twelve (12) month, full-time, overtime eligible represented classified staff position. The typical work hours for this position are Monday through Thursday from 7:00 a.m. to 4:30 p.m. and Friday from 7:00 a.m. to 12:00 p.m., however, must be available to work a flexible schedule when prior notice is given by the College. This position is available immediately.

PROCESS NOTE:

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.

**Please note that selected interview candidates may be subject to supplemental testing that will measure skills and abilities in the following areas: Grammar and basic skills in Word and Excel.

CONDITIONS OF EMPLOYMENT:

In the interest of providing a healthy, safe and secure educational and work environment, and in order to meet the requirements of federal legislation, it is the policy of Columbia Basin College to maintain an alcohol and drug-free workplace for our employees and students.

If you are hired, you will need to provide proof of identity and documentation of U.S. citizenship or appropriate authorization to work in this position as required by the Immigration Reform Control Act of 1986.

Columbia Basin College operates under an approved affirmative action plan and encourages applications from persons of color, women, veterans and persons of disability. The Human Resources Office is accessible to those with disabilities. If you need accommodation in application or employment, contact the Human Resources Office at (509) 542-4740.

PHYSICAL REQUIREMENTS:

• Occasional need to travel to/from buildings on campus and to remote campuses;
• Ability to sit or stand for prolonged periods of time;
• Occasional need to lift at least 30 pounds;
• Frequent repetitive hand and wrist motions;
• Ability to twist and turn in standing or sitting position to work with computers in the lab; and
• Frequent need for oral, written and auditory communication.

UNION CLAUSE:

This is a bargaining unit position represented by the Washington Public Employees Association (WPEA). Internal promotional, transfer and voluntary demotion applicants who have skills and abilities to perform the duties of the position will be considered prior to consideration of other applicants.