It Customer Support

IT Customer Support Location Yakima, WA : Description Our Mission Statement: As a federally designated Hispanic-serving Institution residing on the traditional homelands of the 14 Confederated Tribes and Bands of the Yakama Nation, Yakima Valley College cultivates equity and a culture of innovative and inclusive teaching and learning. Yakima Valley College serves all students holistically, supports all students' learning goals, and fosters achievement within career and educational pathways. We strengthen our communities by providing opportunities for personal enrichment, economic mobility, and sociocultural engagement. We invite you to consider joining Yakima Valley College (YVC), an innovative and equity- focused designated Hispanic Serving Institution that is committed to the pursuit of equitable student learning outcomes for its diverse students. Yakima Valley College is accepting applications for IT Customer Support - Entry in the Administrative Services - Technology Services Department. This is a full-time, permanent, classified position; beginning salary is $4,948 per month for 40 hours per week, with periodic increments up to $6,656 plus a full state benefits package. The Technology Services Department provides facilities and technical support for students, faculty, and staff in various implementations of technology in support of institutional goals. Technology Services supports workstations and virtual desktops in various locations across the college district, physical and virtual servers, a campus-wide fiber backbone and wireless network, telephone and other communications systems, and multimedia/projection systems. Technology Services 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 Yakima Valley College's students. The Customer Support teams direct first and second tier support for all YVC students, faculty, and staff through a centralized Help Desk. This includes all Help Desk functions: help desk call center; desktop hardware configuration, installation and support; desktop and enterprise applications; and classroom technology support. Reporting to the Help Desk Supervisor, the IT Customer Support - Entry position provides Tier 2 support, triaging, troubleshooting, and repairing server, access, security and network issues. This position plays a key role in maintaining college operations. In collaboration with the Tier 2 Help Desk team, this role requires technical expertise in administration of complex systems and networks. Essential Tasks MINIMUM QUALIFICATIONS: Associate of Arts Degree, Associate of Applied Science, or Certificate in Information Technology (IT), Telecommunications, Information Technology & Communications Systems, Information Technology & Administration Management, Computer Networking, Network Administration, Computer Science or related technical field AND One year IT customer support or support environment experience OR equivalent education/experience DESIRED QUALIFICATIONS: Bachelor of Applied Science, Bachelor of Science, (related field) Three years IT customer support or support environment experience Microsoft, Cisco or A+ Certification Ability to speak and understand both English and Spanish KNOWLEDGE OF: Customer Service / Service Management Hardware & Software Asset Management Peoplesoft / ctcLink Learning Management Systems (Canvas) Remote Server Administration Tools ABILITY TO: Prioritize and adapt to a constantly changing workload. Create and present training on the supported applications. Respond to the requests of student, staff, and faculty. Adapt to the rapidly changing nature of information technology. Work independently under stressful situations and manage stress appropriately. Accomplish repetitive tasks while maintaining a high level of accuracy. Negotiate priorities according to campus need while considering rules and process requirements. Consistently meet the expectations of your work attendance schedule Maintain a clean and organized work environment. PHYSICAL REQUIREMENTS: Work with power and hand tools. Ascend/descend on a ladder. Installing technology above, below, and in small desk spaces. This position may involve frequent standing, sitting, bending, moving, lifting, and carrying material weighing from 50 to 70 pounds. Moving various objects, including technology assets, peripherals, and large carts loaded with technology assets. SCHEDULE: When on days; M-F 7:30am - 4:30pm (Summer M-Th 6:00am - 4:30pm), Will work some mornings, nights and weekends for VTC classes and events. Qualifications ESSENTIAL TASKS :
Technical expert for the Helpdesk during troubleshooting of security settings, ctcLink, accounts, network rights, and access to campus operational systems Lead all aspects of the Local Security Administrator (LSA) efforts for ctcLink, including oversight, troubleshooting, Onboarding, Offboarding, and assigning security roles. Troubleshoot, analyze, repair and configuration of issues associated with server infrastructure, entering the Help Desk environment during break fix actions, and troubleshooting at the tier 2 level. Actively address updates and environmental changes to configurations based on external technological changes in vendor market space. Monitors, troubleshoots, and maintains system configurations for all virtual and physical computers. Manage the application of operating system patches and service packs. Utilize Active Directory to manage group memberships, network share access, and securing all authentication and authorization of users and computers to the YVC domain. Deploy and administrate endpoint protection using System Center Endpoint Protection functionality. Utilize PowerShell to script administrative tasks and automate tasks. Install, configure, and repair critical communication systems across campus. Utilize Systems Center Configuration Manager (SCCM) for remote control of Windows based devices. Describe and show how incidents, change, and problems are created, edited, and resolved. Install, move, add, and change workstations, laptops, mobile devices, local and networked printers or copiers, phone services in a Voice over Internet Protocol (VoIP) environment. Install, move, add, and change Ethernet connectivity in Intermediate Distribution Frame (IDF) locations throughout campus. Identify, troubleshoot, and analyze computer related issues and determine the appropriate course of action, helping resolve user issues in a timely manner. Install, maintain, repair, troubleshoot computer systems, software, peripherals, data communication and computer network systems, and image hard drives. Set up workstations, laptops, and multiple mobile devices and tablets for employees; configure systems, ensure network connectivity, install and test hardware and software, set up printer connections and ensure driver support is up to date for each device. Work with vendors to establish warranty on hardware. Perform Asset Management, including audits, surplus, documentation, and reporting. Utilize Active Directory & Group Policy to manage and troubleshoot pool and printer assignments in the VDI environment. Utilize vSphere and Horizon View Admin to manage virtual machines and maintain the VDI environment. Software and hardware technical support for Panopto lecture capture Microsoft Teams and Zoom web conferencing applications. Provide user training to faculty, staff, and students. Manage planning, scope, time, and communication of projects using Smartsheet. Utilize Smartsheet to manage project timelines and documentation of future projects. COMPETENCIES: Display an effective understanding of your job responsibilities, the roles of others within the Technology Services Department and YVC employees, and the strategic goals of YVC. Contribute to the overall customer satisfaction goals of Technology Services. Accurately assess the resources necessary to carry out planned actions. Perceive the impact and implication of decisions made regarding resources and the operation environment of the staff associated to the task at hand. Adapt to and positively handle the stress of a high-paced work environment. Provide quality service and system security as outlined in the latest standards, policies and/or job classifications. Take all reasonable measures to assure and maintain data integrity and security. Clearly articulate your needs when requesting information or assistance from others Perform other job duties as assigned. Supplemental Information Application Instructions: To apply for this position, you MUST submit a complete YVC Online Employment Application, which includes the following attachments: A cover letter describing how you meet the qualifications of this position (a generic cover letter will not be accepted). A current resume (a resume will not substitute for the "work experience" section of the online application) Three (3) professional references (personal references do not count as professional) Unofficial transcripts for confirmation of degree (if minimum qualifications require a degree). The successful candidate will be required to submit official transcripts at time of hire. Please note: Failure to follow the above application instructions will lead to disqualification . Please do not include any attachments other than the ones requested above. E-mailed documents will not be accepted after the closing of the recruitment or in lieu of attaching your documents to the online application. Employment Information: Candidates invited to interview may be required to complete a skills test. Candidates may be subject to a Criminal History Background Check as a condition for consideration of employment. Per the provisions of the Immigration Reform and Control Act, Yakima Valley College hires only U.S. Citizens and Aliens authorized to work in the United States. As a condition of employment, new employees must provide acceptable proof of identity and employment eligibility. Yakima Valley College does not discriminate against any person on the basis of race, color, national origin, disability, sex, genetic information, or age in admission, treatment, or participation in its programs, services and activities, or in employment. All inquiries regarding compliance should be directed to the Director of Human Resource Services, YVC, South 16th. Ave. & Nob Hill Blvd., Yakima, WA 98902; or call . Applicants with disabilities who require assistance with the recruitment process will be accommodated to the extent reasonably possible. All positions are subject to funding. Yakima Valley College offers a selection of health and retirement plans allowing you to take advantage of the plans that work for you. We also offer paid leave, development and career opportunities, and other compensation benefits. Benefit packages are a key component of our Total Compensation Model.
Insurance Benefits Yakima Valley College offers medical (including vision), and dental. There are several medical plans with affordable monthly premiums that offer coverage throughout the state. Employees are also covered by basic life and long term disability insurance, with the option to purchase additional coverage amounts. To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website.
Retirement and Deferred Compensation State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP), a supplemental retirement savings program that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Please refer to the Washington State Board for more detailed information. Paid Leave and Other Incentives In addition to the benefits above, full time classifed employees can accrue up to 25 days of vacation, 12 sick days, and 3 personal days each year. Full time employees are also able to take advantage of waived tuition, scholarships and other professional development opportunities. Contact our Human Resources team with any additional questions you may.