All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or status as a protected veteran. For more information regarding Evergreen's non-discrimination policies or to report discrimination, please visit the Affirmative Action and Equal Opportunity webpage at www.evergreen.edu/equalopportunity or contact the Affirmative Action and Equal Opportunity Officer at (360) 867-5371, Room 3102 Library Building, 2700 Evergreen Parkway NW, Olympia, WA 98505.

• Receive and unbox new computers and related equipment, install images, test builds, create asset records in inventory maintenance system and prepare computers for delivery to end users.
• Track computers, related equipment, and peripherals (assets) physically on shelves between storage and the Technology Support Center and update records in the inventory maintenance system as computers and equipment are assigned to/from users and location changes occur.
• Maintain accurate inventory records to facilitate asset audits, reporting, and analysis for computer replacements.
• Monitor and provide instruction and direction to student/temporary staff in coordination with Technology Support Center Manager and Device Management Manager, including provide technical consultation to resolve support issues, check student/temporary employee tickets and work for accuracy, and follow up as needed to develop student/temporary employee communication and technical skills.
• Conduct detailed monitoring and reporting on the performance and usage of endpoints utilizing data-driven analysis to identify trends and pinpoint areas for strategic improvement.
• Collaborate with the Technology Support Center Manager to determine annual staff and faculty computer replacements according to the college's computer replacement policy.
• Receive, surplus, and dispose of computers and electronic equipment according to college polices and relevant state laws, and in coordination with the Media Maintenance Supervisor, Facilities electronic waste contracts, and the college State Surplus Coordinator.
• Skillfully diagnose and resolve issues pertaining to end-user devices, providing proficient remote or on-site support to technology support technicians as dictated by the situation.
• Function as a tier two technical support for IT issues in person, over the phone, and via email; create/update tickets.
• Act as technical consultant to all college constituents by evaluating client needs and determining equipment configurations issues and operational problems.
• Assist with troubleshooting endpoint installations of Microsoft Defender and other software via InTune.
• Complete on-site activities to troubleshoot and resolve computer, software, and/or peripherals problems or bring them back for further evaluation and resolution.
• Resolve computer performance issues on laptops and desktops, such as computers that freeze up or operate at a slower than expected speed.
• Document all support issues escalated by student/temporary staff related to front desk activities, such as tickets and update existing tickets; provide timely communication to customer on ticket status, resolution, and escalation.
• Verify and/or complete post-configurations of computer systems for users before or during onsite installation.
• Determine when a support request ticket needs to be escalated to other subject matter experts within the OIT and escalate them as appropriate after thoroughly documenting the problem and all other pertinent information in the ticket.
• Perform additional duties as assigned in the support of organizational goals and mission.

• Ability to manage multiple tasks/demands and use effective prioritization skills in a fast-paced help desk environment with frequent interruptions.
• Excellent communications and collaboration skills, including the ability to communicate appropriately to customers and internal staff via email, chat, calls, video conferencing, and in person communications.
• Ability to analyze and diagnose hardware and software issues for all standard campus computers and printers.
• Advanced knowledge of Mac and Windows operating systems and hardware concepts.
• Advanced knowledge of desktop deployment systems and remote desktop management.
• Ability to provide instruction and direction to student/temporary staff.
• Ability, skills, and willingness to work collaboratively and independently in a diverse community.
• Ability and motivation to learn rapidly changing or new technologies and be able to apply these technologies to existing and new business needs.
• Ability to document all support issues using ticketing system and provide timely updates to colleagues and customers.
• Ability to develop and implement standards and procedures, instructions, and manuals.
• Ability to use specialized computer tools and procedures, such as file transfers, batch files, remote desktop, VPN, standardized procedures, or customized software tools as required.
• Physical ability to perform diagnostic and repair work on computer hardware and perform set up and removal of equipment occasionally weighing up to 75 pounds with assistance and following safety protocols.

• Bachelor's degree and one year of related experience, Associate degree and three years of related experience, or a combination of experience and education equal to five years in a customer-facing technology support environment.
• Experience with both Windows and Mac operating systems and demonstrated mastery in configuring, installing, and troubleshooting current operating systems, client productivity tools, peripherals, wired and wireless networks, and mobile devices via current certifications, education, and/or experience.
• One year of professional work experience using a ticketing system, asset management software, and/or computer configuration and deployment tools.

• Must provide proof of identity and employment eligibility within three days of beginning work.
• This position is part of a bargaining unit and covered by a collective bargaining agreement.
• 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.
• Prior to an official offer of employment, a Declaration Regarding Sexual Misconduct form must be submitted to the college per RCW 28B.112.080. The college will contact current and past employers to verify this information. Applicants who provide inaccurate information in their declaration will be disqualified and, if the inaccuracies are discovered after the applicant has been hired, it shall be grounds for termination.