IT Customer Support - Journey

Description

Columbia Basin College ('CBC' or the 'College') seeks an IT Customer Support – Journey to independently perform consulting, designing, programming, installation, maintenance, quality assurance, troubleshooting and/or technical support for applications, hardware and software products, databases, database management systems, support products, network infrastructure equipment, software or hardware. This position uses established work procedures and innovative approaches to complete assignments and coordinate projects such as conducting needs assessments, leading projects, creating installation plans, analyzing and correcting network malfunctions, serving as system administrator, monitoring or enhancing operating environments, and supporting, maintaining, and enhancing existing applications. The IT Customer Support – Journey consults with higher-level technical staff to resolve complex problems. This position reports to the Assistant Director for IT Customer Success.

This position is open until filled. First consideration will be given to applicants whose complete application has been received by September 10, 2023 @ 11:59 PM Pacific Time.

If you have questions or need assistance during the application or search process, please contact the recruiter for this position, Denise Cook at dcook@columbiabasin.edu or (509) 542-4407.

Primary Responsibilities

• Supervise and direct the work of student and/or hourly worker(s); schedule and budget their hours; assist them in researching complex problems; assign tasks to appropriate students/hourly worker(s); monitor performance and check their work;
• Lead moderately sized projects;
• Coordinate the activities of Media Services, in the absence of the Media Technician;
• Supervise and direct the work of other classified personnel with delegated authority to interview and recommend selection of applicants, train new employees, assign and schedule work, act upon leave requests, conduct annual performance evaluations and recommend disciplinary action;
• Work with customers to define and prioritize their requirements and then create an installation plan for those requirements;
• Oversee the TS Help Desk; serve as a point of contact in cases of escalation for trouble calls;
• Receive and document calls and emails from customers;
• Help faculty and staff in resolving IT related problems;
• Create and delete accounts, groups, and folders on the network, assigning rights to the previous;
• Actively manage Active Directory (AD) containers, users and computers to insure everything adheres to department standards;
• Create and maintain print queues; and
• Perform related duties as assigned.

Required Qualifications

• Associate's degree in Information Technology or related field from an institutionally accredited college or university;
• Two (2) years of IT helpdesk experience;
• One (1) year of experience in a leadership position; and
• Four (4) years of information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment; directing projects; providing customer or technical support in information technology; or administering or supervising staff who performed work in any of these information technology disciplines.

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;

Design Skills : Generate creative solutions; translate concepts and information; collect and research data; use feedback to modify designs; apply design principles; demonstrate attention to detail;

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 tries 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; participates in meetings;

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;

Teamwork : Balance team and individual responsibilities; exhibit objectivity and openness to others' views; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; build morale and group commitments to goals and objectives; support everyone's efforts to succeed; and

Leadership : Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence the actions and opinions of others; accept feedback from others; give appropriate recognition to others.

TERMS OF EMPLOYMENT:

This position is a full-time, overtime-exempt, classified staff position. The typical work hours 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.

Additionally, pursuant to RCW 28B.112.080, applicants must declare whether they are the subject of any substantiated findings of sexual misconduct in any current or former employment or are currently being investigated for, or have left a position during an investigation into, a violation of any sexual misconduct policy at the applicant’s current or past employer. By law, post-secondary education institutions cannot hire an applicant who refuses to declare the existence or non-existence of an investigation or findings subject to this statute.

**Please note that selected interview candidates will be subject to supplemental testing that will measure skills and abilities related to this position (e.g., Communication, Analytical Skills, Information Technology, MS Office Simulation [Excel, PowerPoint, Outlook, and Word], Customer Service, etc.).

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.

OTHER JOB ELEMENTS:
The physical demands and work environment characteristics described below are representative of those that must be met and may be encountered by an incumbent when performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

PHYSICAL DEMANDS:

While performing the duties of this position, the employee is frequently required to sit, stand, bend, kneel, stoop, communicate, reach, and manipulate objects. The position requires mobility, including traveling between buildings on campus. Duties may involve moving materials on a regular basis such as papers, files, boxes, equipment, computers, etc., and rarely requires moving materials weighing over 30 pounds. Manual dexterity and coordination are required while operating equipment such as computer keyboard, monitor, projector, calculator, printer, and standard office equipment.

WORKING CONDITIONS:

Work environment includes office, data center/server room, classroom, lab, or other setting as appropriate. The noise level in the work area is typical of similar environments with personal interruptions and background noises. There is an occastional need for travel in this position.