What are the responsibilities and job description for the IT Customer Support - Entry position at Yakima Valley College?
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 a IT Customer Support - Entry in the Administrative Services - Technology Services Department. This is a full-time, in person, classified position, beginning salary is $5,096.00 per month for 40 hours per week, with periodic increments up to $6,856.00, plus 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.
- Serve as the technical expert for the Helpdesk, troubleshooting security settings, ctcLink, accounts, network rights, and access to campus operational systems.
- Manage roles and permissions in ctcLink, Active Directory, and Exchange Admin, including onboarding, offboarding, and assigning security roles.
- Troubleshoot, analyze, repair, and configure issues related to server infrastructure, performing break-fix actions and tier 2 level troubleshooting within the Help Desk environment.
- Address updates and environmental changes to configurations based on external technological changes in the vendor market space.
- Monitor, troubleshoot, and maintain 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 work stations, 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.
- 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 TechnologyServices.
- 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.
- 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
- One year of experience in IT customer support or support environment experience.
- OR An equivalent mix of education and experience that demonstrates the candidate meets all competency requirements for this position.
- Bachelor of Applied Science, Bachelor of Science (related technical field).
- Three years IT customer support or support environment experience.
- Microsoft, Cisco or A Certification.
- Prioritize and adapt to a constantly changing workload.
- Create and present training on the supported applications.
- Communicate effectively verbally and in writing.
- 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 an 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.
- Customer Service / Service Management.
- Hardware & Software Asset Management.
- Peoplesoft / ctcLink.
- Learning Management Systems (Canvas).
- Remote Server Administration Tools.
- 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 Distance Education classes and events.
APPLICATION INSTRUCTIONS:
To apply for this position, you MUST submit a complete YVC Online Employment Application, and include the following REQUIRED 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.
- Certifications/Credentials as required for fulfillment of the minimum qualifications.
SUPPLEMENTAL INFORMATION:
Candidates invited for interviews 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.
"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire."
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 509.574.4670. Equal Opportunity - Yakima Valley College (yvcc.edu)
Yakima Valley College's Annual Safety and Fire Report is available online at https://www.yvcc.edu/services/safety-security, containing mandated information about current campus policies concerning safety and security issues, required statistics, and other related information for the past three calendar years. To obtain a paper copy of the report, please call 509.574.4610.
Applicants with disabilities who require assistance with the recruitment process will be accommodated to the extent reasonably possible.
All positions are subject to funding.
Salary : $61,152 - $82,272
