It Customer Support/Entry

Walla Walla Community College (WWCC) is seeking customer-service oriented applicants to fill an IT Customer Support position on the Walla Walla, WA 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: 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:

This position reports to the Assistant Director, Technology Services and is responsible to:

• Working with Technology Services staff, consult with faculty on instructional needs related to instructional hardware and software.
• Troubleshoot and resolve software and hardware problems related to desktop PCs (Windows and MAC) and mobile telephone/computing devices.
• Work with senior technicians to create and deploy desktop images and software updates.
• Support remote instruction and collaboration software and hardware.
• Serve as the main point of contact between students, faculty, or staff and the Technology Services department.
• Answer customers’ questions via walk up counter, email, telephone. Ticketing system, or chat.
• Help customers set up their computer systems and mobile devices.

Essential Functions:

• Create desktop image, and image lab PCs over the network, deploy updates to Windows and MAC Operating Systems, mobile devices 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 Technology Services staff and 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.
• Respond to support calls and support tickets for students/faculty/staff desktop/mobile computer issues across campus. Troubleshoot software and hardware problems on networked PCs. Performed using: Troubleshooting skills, knowledge of specialized instructional software, customer systems and applications (e.g., Office, browsers, (staff, student) and customer management systems, etc.).

• 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.
• Technical Knowledge – knowledge of current hardware and software, technical solutions and how to deploy maintain and troubleshoot them.
• Teamwork – The ability to effectively work as a constructive member of the Technology Services Team and to keep both management and colleagues advised of issues.
• Consulting – the ability to provide expert advice in technical matters.
• Critical Thinking Skills – The ability to isolate problems by eliminating unrelated causes.
• Customer Service – The ability to demonstrate patience with customers and remain calm while creating positive experiences for our customers. Ability to maintain constructive working relationships.
• 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 Writing – the ability to create clear and succinct documentation for policies, procedures, charters, and status updates to management.

Required Qualifications:

Equivalent combination of education and experience may be considered at the discretion of the college.

• Two years customer service-based experience.
• Bachler’s degree in Business or Technology preferred; or a 2-year degree in Computer Technology, Educational Technology, Computer Science, AA Transfer, and 1 year of technology experience.

Preferred Qualifications:

• Experience with technical documentation.
• Master’s degree in computer technology, Educational Technology, Computer Science, or AA Transfer.

Work is performed 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. Use of hand tools (screwdriver, plier, etc.), carts. 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 or without the help of hand truck or dolly. The position work schedule will typically be Monday through Friday 8-hours each day. During the summer, work schedule is Monday through Thursday 10-hours each day. Periodic travel, usually to campus 100 miles away or to workshops or meetings anywhere in the state. Must be able to provide Help Desk and Desktop Support services as required via phone, e-mail, and in-person. Must be able to meet and work with individuals and groups from multiple departments and divisions on campus.

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; paid vacation leave; and retirement plan. 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. The college is tobacco free.

Persons hired must be able to provide acceptable documentation of lawful authorization to work in the United States within three (3) days of employment, and successfully complete a probationary period. WWCC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Candidates will 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.

This position is posted as open until filled. Applications will be screened as received. To qualify for consideration, applicants must meet required qualifications and submit a complete application packet that includes the following:

• Cover letter (In your cover letter, please describe why you would like to join the Technology Services staff of WWCC and what qualities, strengths, and experiences you would bring to the college.
• List of names, addresses, and telephone numbers of three professional references.
• Unofficial transcripts for application purposes; official transcripts are required prior to an official start date.
• NEOGOV Online application
• Resume