It Service Desk Support Technician

Position Summary

5% King County Premium will be added on top of the posted salary

ABOUT THE COLLEGE:

Green River College's student body is made up of approximately 41% Academic Transfer students, 34% Professional-Technical, 15% Adult Basic Education, 3% Applied Bachelor degrees. Green River College has four campuses, including the main campus in Auburn, with satellite campuses in Kent, downtown Auburn, and Enumclaw. Green River programs serve high school graduates, Running Start students (dual enrollment in local high schools and the college), those seeking retraining for the workforce, international students, students learning English, and Continuing Education students. Green River's service areas are increasingly ethnically diverse, comprising African Americans, African immigrants, Asian Americans, Asians, Latinx, Native Americans, Pacific Islanders, and Middle Eastern Americans, among other communities.

COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION:

Green River College is committed to enhancing and supporting a diverse campus environment, incorporating principles of equity in order to promote inclusive practices. Diversity is understood in terms of intersectional identities defined by culture, race, ethnicity, sex, gender, sexual orientation, social class, disability, religion, veteran status, immigration status, and age. Given the diversity of our student population and service areas, we encourage applications from faculty, staff, and administrators with demonstrated experience and expertise in supporting, sustaining and serving people from a wide range of backgrounds and collaborating effectively with others.

PURPOSE OF POSITION:

The Information Technology Customer Support Group is responsible for tier 1 support to the college faculty and staff. As an IT Service Desk Support Technician), your primary objectives include (but may not be limited to) delivering exceptional IT service and support in accordance with the IT Service Management (ITSM) principles and best practices, aiming for first contact resolution whenever possible. Additionally, provide efficient incident management and problem resolution, ensuring minimal disruption to business operations and maximizing end-user productivity. This includes but is not limited to incident triage, troubleshooting, and timely problem resolution while managing inventory, documentation, and procurement. A high level of communication and collaboration will be critical in assisting the team with repair of the technology used to enable student instruction at Green River. You will actively contribute to continuous service improvement initiatives, identifying opportunities to enhance service delivery, streamline processes, and optimize the IT environment. With adherence to ITIL principles and a commitment to delivering exceptional service, you will contribute to the overall success of the organization by ensuring the reliable and efficient operation of IT services.

Additionally, as the IT Service Desk Support Technician, you will be responsible for meeting customer needs at our main campus at Auburn, WA, and our branch campuses in Auburn (downtown), Kent, and Enumclaw. Therefore, basic IT incident management skills are a must. User requests are gathered via the GRC IT Service Desk, and incidents are created and assigned for review and completion or appropriate escalation. This position is a front-facing position and must maintain reliable, fully on-site availability during scheduled hours.

Position Responsibilities

• Participate in the IT equipment purchasing process, leveraging expertise to recommend suitable equipment options based on user requirements, technical specifications, and budget considerations. Collaborate with stakeholders to prepare accurate and comprehensive customer orders, ensuring all necessary information is included to facilitate smooth procurement and delivery.
• Foster a positive customer support experience by demonstrating empathy, understanding, and responsiveness. Build strong relationships with customers through effective problem understanding, timely resolution or escalation, and prompt communication on progress.
• Maintain a professional demeanor at all times, exhibiting ethics, integrity, and sound professional judgment. Safeguard the confidentiality of all sensitive information, ensuring privacy and upholding the highest standards of data protection.
• Identify and evaluate patterns in support requests, offering valuable feedback and suggesting solution strategies to enhance the efficiency and effectiveness of support services.
• Engage in continuous investigation and stay updated on emerging technology trends. Remain current with product roadmaps and industry developments to ensure the standardization of frequently used technology within the campus community.
• Provide valuable and constructive feedback to project teams, contributing to the continuous improvement and successful conclusion of IT projects at Green River College. Collaborate on projects, actively participate in project discussions, meetings, and reviews, and offer insights from a service perspective.
• Take charge of developing and maintaining comprehensive reports, documentation, and knowledge articles for both internal and external use. This includes creating clear and concise documentation on processes, procedures, and troubleshooting guides to enhance support efficiency.
• Provide feedback and updates throughout working processes, ensuring stakeholders are informed of the status of their incidents, service requests, or orders and addressing any inquiries or concerns.
• Triage incoming technical incidents, meticulously addressing the scope, impact, and urgency of each issue. Collaborate as an integral art of the team to deliver efficient first-contact incident resolution, ensuring minimal downtime for end users and assist the college community across communications channels such as phone, email, in-person, and remote services.
• Collaborate with the Customer Support team to facilitate the image deployment process for desktop and laptop computer hardware and software systems. Provide technical assistance and expertise to ensure smooth and efficient image deployment, ensuring that systems are properly configured and updated.
• Efficiently manage the employee loaner device check-out program, ensuring proper tracking and accountability of loaner devices to support inventory efforts.
• Utilize probing questions, remote diagnostics, and IT knowledge to assess the impact of incidents and follow guidelines and procedures to promptly create, update, prioritize, monitor, and resolve incidents.

Qualifications

Minimum Qualifications:

• A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care with a record of improving service delivery.
• Excellent communication and interpersonal skills, able to describe complex technical issues to college community members with varying degrees of technical skill.
• Demonstrated frontline experience in diagnosing and resolving computer operations hardware and software application troubleshooting, peripherals, and other related technology. Should be conversant in Windows/Mac/IOS operating systems, O365 applications, and related support needs.
• The ideal candidate will have an associate degree or higher-level degree in computer science or equivalent work experience.
• Proven ability to resolve customer issues using active listening and problems solving skills. Ability to process and handle confidential information with discretion and with a commitment to the College’s core values.
• Ability and desire to keep current on technology trends, and to learn new technology as systems become available.
• Excellent written and verbal communication skills with an ability to describe technical information to college community members with varying degrees of technical skill in a relatable way while building and maintaining relationships across the campus community.
• Self-motivated and well-organized with an ability to work independently and operate effectively in a collaborative environment.
• Ability to use your excellent customer service skills to arrive at mutually beneficial solutions for our customers. Ones that benefit our customers while achieving the IT departments goals of continuous improvement.
• Ability and desire to grow your IT skills and take on tasks of increasing responsibility providing support onsite, via email, and remote methodologies such as MS Teams and Zoom.

Preferred Qualifications:

• Familiarity with ITIL/ITSM methodology
• IT certifications - Hardware and/or Software certifications
• Comptia A+ Certification

SPECIAL REQUIREMENTS, LICENSES AND CERTIFICATIONS:

• WA State Driver’s License and reliable transportation – for supporting our Kent, Enumclaw and Downtown Auburn Campuses.

WORKING CONDITIONS:

• May need to carry, lift or move equipment/supplies up to 75 lbs
• Must be able to maintain “regular and predictable attendance”
• Occasionally kneel, stoop, crouch, crawl, and climb ladders
• Must have the ability to sit for prolonged period of time at a desk/computer workstation
• Utilize hand tools and small power tools
• Work schedule: On campus, 8:30-5:30 – Monday-Friday
• Be available for non-scheduled after hours support of hardware and software as needed
• Work in an open office setting with frequent interruptions
• Frequent repetitive arm, hand, and finger motions
• Frequent use of computer and exposure to terminal screen in performing work assignments
• Able to pass and maintain a background check

Supplemental Information

Attach the following with your completed on line application and responses to the Supplemental Questions (located under the tab titled "Supplemental Questions") to be considered for this position. Should you have any difficulties uploading the below documents, please contact Neogov tech support at 1-855-524-5627 Mon-Fri 6 a.m. – 6 p.m. pacific time.

• Supplemental Questions
• A cover letter which specifically describes how you meet each QUALIFICATION
• Resume

All offers of employment are subject to background checks. (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.)

Green River College is a tobacco free campus. For more information on the tobacco policy, please visit the following link: https://www.greenriver.edu/campus/policies-and-procedures/general-administrative-policies/ga-2-tobacco-use-policy/

Jeanne Clery Statement: Notice of Availability of Annual Security and Fire Safety Report— Green River College’s Annual Safety and Fire Report is available online at www.greenriver.edu/CleryASFR, 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 253-288-3350.

EQUAL OPPORTUNITY EMPLOYER: Green River College does not discriminate on the basis of race, creed, color, national origin, gender, gender orientation, age, marital status, religion, disability, genetic information or on any other unlawful basis. The college is committed to preventing and stopping discrimination, including harassment of any kind and any associated retaliatory behavior.

The following person has been designated to handle inquiries regarding the non-discrimination policies: Vice President of Human Resources, 12401 SE 320th Street, Auburn, WA 98092-3622, (253) 288-3320. To receive this information in an alternate format, please contact Disability Support Services at (253) 833-9111, ext. 2631; TTY (253) 288-3359.

More than Just a Paycheck!
Washington State offers one of the most competitive benefits packages in the nation. We understand that your life revolves around more than just your career and that your priority is making sure that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement and dental plans through the Public Employee Benefit Board, and most classified staff members will participate in either WA state’s PERS 2 or PERS 3 retirement programs. Other benefits include sick and vacation leave, staff training, paid holidays, and the opportunity to participate in the tuition-waiver program. We also offer an on-campus fitness center.

Health Benefits:
Medical, dental, life and long term disability insurance benefits are provided as currently administered under the Public Employees Benefits Board.