IT Customer Support
IT Customer Support-Walla Walla Campus
- Description
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Walla Walla Community College (WWCC) is seeking applicants to fill two full-time non-permanent IT Customer Support positions on the Walla Walla campus.
At Walla Walla Community College we inspire all students to discover their potential and achieve their goals by providing relevant, equitable, and innovative learning opportunities and services. We have identified three core themes that describe the fundamental aspects of the College’s mission by translating it into practice. The core themes are: Student Success, Strong Communities, and Resource Stewardship. As an organization, we value learning opportunities, a sense of community, diversity, health and humor, excellence, integrity, teamwork, innovation, personal and professional growth and sustainability.
General Responsibilities:
These positions report to the Executive Director of Information Technology Services and are responsible to troubleshoot and resolve software and hardware problems related to desktop PCs across multiple divisions of WWCC, consult with faculty on instructional needs related to instructional hardware and software, for multiple divisions of the institution including both local and cloud-based technology, work with senior technicians to create and deploy desktop images and software updates and perform work to support remote instruction and meeting based software and hardware.
Essential Functions- Respond to elevated support calls for staff/faculty desktop pc issues across multiple physical locations. Troubleshoot software and hardware problems on networked PCs across divisions of WWCC. Performed using: Troubleshooting skills, knowledge of specialized instructional software, customer systems and applications (e.g., Office, browsers, terminal emulators for legacy HP (staff, student) customer management systems, etc.) –
- Create image, and image lab PCs over the network, deploy updates to OS and third-party applications. Performed using: Troubleshooting skills, knowledge of specialized instructional software, and knowledge of third-party imaging and update deployment software, customer systems, and applications (e.g., Office, browsers, etc.) Ability to consult with multiple divisions within the organization
- Work with instruction faculty on issues with software and hardware in a college classroom setting. Assess issue, find solution to issue, test solution, implement and document issue remediation.. Performed using: Work with instruction faculty on issues with software and hardware in a college classroom setting. Assess issue, find solution to issue, test solution, implement and document issue remediation.
- Competencies
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- Critical Thinking Skills – The ability to isolate problems by eliminating unrelated causes...
- Communication Skills – Ability to clearly and effectively communicate with all types and levels of individuals via speech, written word, and non-verbal communication methods.
- Technical Knowledge – knowledge of current technical solutions and how to deploy maintain and troubleshoot them.
- Research – the ability to seek out solutions for existing issues or desired outcomes that meet the needs while being compliant with security policies and within budget.
- Consulting – the ability to provide expert advice in technical matters.
- Technical Writing – the ability to create clear and succinct documentation for policies, procedures, charters, etc
Qualifications
- Bachler’s degree in Technology or a 2-year degree in Computer Technology, Educational Technology, Computer Science, AA Transfer, and 3 years of technology experience
- Two years customer service-based experience.
- Professional experience may substitute for education at the discretion of the college
- Conditions/Terms of Employment
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These position are full-time, non-permanent (not to exceed 18-months) overtime-eligible, classified positions Typical work schedule is Monday –Friday 8:00 am-5:00 pm. The summer work schedule is normally adjusted to a 4/10 Monday through Thursday work week. The incumbent may occasionally be expected to adjust the work schedule to meet business needs. Occasional travel is required for this position, usually to campus 100 miles away or to workshops or meetings within the state.
Persons hired must be able to provide acceptable documentation of lawful authorization to work in the United States within three (3) days of employment. Candidates may be subject to a criminal history background check as a condition of employment. Information from the background check may not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
Work in a semi-open office setting with frequent interruptions. Hazards include long-term viewing of monitors, repetitive arm, hand, and finger motions, heavy equipment, and sharp edges. Must be mobile enough to climb under or over desks and equipment or climb ladders to review configurations and be able to occasionally lift equipment weighing up to 50 pounds with our without the use of hand trucks, dollies and other aids.
This classified position is in a bargaining unit for which WPEA Higher Ed is the exclusive representative.
The college has an excellent benefit program including medical, dental, life and long-term disability insurance; paid sick leave and retirement plan. The college is tobacco free. All full-time employees will automatically have 3% of taxable income deferred into the State of Washington Deferred Compensation Program (DCP) unless declined at time of hire. WWCC requires all employees to participate in direct deposit for payment of salary.
COVID-19 Vaccination Requirement – Proclamation 21-14 (Download PDF reader) (Download PDF reader) issued by the Governor of the state of Washington (amending Proclamation 20-05, et seq.), prohibits any worker from engaging in work for a State Agency after October 18, 2021 if the worker has not been fully vaccinated against COVID-19; and provided proof thereof to the agency.
Workers for WWCC must provide proof of full vaccination again COVID-19, which includes CDC COVID-19 Vaccination Record Card or photo of the card; documentation of vaccination from a health care provider or electronic health record; or state immunization information system record. Exemptions may be made for documented medical or sincerely held religious beliefs. If you have questions about this requirement or the exemption process, please contact us at personnel@wwcc.edu. - Required Application Materials
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These positions will remain open until filled. For priority consideration, applications should be received by 11:59 p.m. on Tuesday, February 8, 2022. Applicants must meet required qualifications and submit a complete application packet that includes the following:
- Online application.
- Cover letter
- List names, addresses, and telephone numbers of three professional references
- Unofficial Transcripts (if applicable). An official transcript will be required for education upon hire.
WWCC reserves the right to not fill this position, reject all applicants, reopen the position or make a direct appointment. Applications received during this recruitment may be used to fill future vacancies at the College's discretion.
If you have difficulty logging into your account, attaching documents, submitting your application, etc., please call NEOGOV customer service at 1-855-524-5627
Walla Walla Community College is committed to provide equal opportunity and nondiscrimination for all educational and employment applicants as well as for its students and employed staff, without regard to race, color, creed, national origin, sex, sexual orientation, including gender expression/identity, marital status, age (over 40), the presence of any sensory, mental, or physical disability, the use of trained guide dog or service animal by a person with a disability, or status as a Vietnam and/or disabled veteran, National Guard member or reservist in accordance with the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Federal Rehabilitation of 1973, the Americans with Disabilities Act of 1990, and any other applicable Federal and Washington State laws against discrimination. To qualify for veteran's preference, you must attach a copy of your DD214 or NGB 22. The Human Resources Office is accessible to persons with disabilities. If you need accommodation in the application/ employment process, please call (509) 527-4323 - TDD (509) 527-4412.