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28 Apr 2022

Full-Time Information Technology Customer Support – Journey

Clark College – Posted by hr@clark.edu Vancouver, Washington, United States

Job Description

Clark College is currently accepting applications for a full-time, permanent classified full-time, journey-level permanent classified Information Technology (IT) Customer Support position. This position is a part of the IT Client Services division and directly supports Clark College faculty and staff by providing IT customer support, identifying technical issues, answering help desk calls, and working with fellow IT technical staff in improving the technology environment of the college.
At Clark, we value equity, diversity, and inclusion. We are committed to growing, learning, and supporting our employees. Our Office of Diversity, Equity, and Inclusion (ODEI) supports individuals with their academic, personal, and professional development, as well as provides training and educational resources for all members of the college community around diversity, inclusion, power, privilege, inequity, social equity, and social justice. The college offers further professional development for our employees through opportunities such as Employee Resource Groups, Social Justice Leadership Institute, Cross Institution Faculty of Color Mentorship program, Administrators of Color Leadership Program, and Faculty and Staff of Color Conference.

Clark College values diversity and is an Equal Opportunity Employer and Educator. Protected group members are strongly encouraged to apply. Clark College provides equal opportunity in education and employment and does not discriminate on the basis of race, color, national origin, age, disability, genetic information, sex, sexual orientation, marital status, creed, religion, honorably discharged veteran or military status, citizenship, immigration status or use of a trained guide dog or service animal. Prohibited sex discrimination includes sexual harassment (unwelcome sexual conduct of various types). The college considers equal opportunity, affirmative action, and non-discrimination to be fundamental to the mission, vision and values of the college. All faculty and staff hired at Clark College are encouraged to embrace, continually support and enhance social equity on our campus and in our community. The college provides reasonable accommodations for qualified students, employees, and applicants with disabilities in accordance with the Americans with Disabilities Act and Federal Rehabilitation Act. The following person has been designated to handle inquiries regarding non-discrimination policies, Title II and Title IX, and Affirmative Action: Gerald Gabbard, Director of Labor and Compliance, 360-992-2317, ggabbard@clark.edu, 1933 Fort Vancouver Way, Baird 142, Vancouver, Washington 98663. Clark College is a smoke-free/drug free environment. This recruitment announcement does not reflect the entire job description and can be changed and or modified without notice.

Job Duties and Responsibilities:
• Perform Tier 2 issue resolution for incoming service issues from end users, including installing/replacing computers and peripherals, upgrading software, configuring systems and applications.
• Create and deploy standard PC images on computer workstations for faculty, staff, and student labs.
• Understand and operate network and remote tools for providing excellent, efficient customer service.
• Resolve application software issues and implement bug fixes within critical systems.
• Familiar with how an ITSM ticketing tool functions.
• Ensure continuous customer support and contact with customer.
• Provide guidance to, and monitors customer support services provided by, paraprofessionals and/or professional staff.
• Evaluate unusual circumstances; considering different approaches; and dealing with incomplete and conflicting data.
• Create a safe, bias-free working environment, which engenders respect for differences.
• Provide leadership in accordance with the mission, core themes, objectives and values established by the college.
• Ability to work in a team to solve complex problems.
• Perform related duties as required.

Position Requirements and Competencies:
Candidates will be evaluated based on application materials, including the supplemental questions and personal interview(s), and will be required to demonstrate competencies in the following areas:

Minimum Qualifications:
Work Experience: Four (4) years of experience in the following areas:
• Answering technical assistant calls, logging tickets and walking clients through technical issues.
• Repairing, diagnosing and troubleshooting computers, software and peripherals (printers, monitors, scanners) in a network environment.
• Using diagnostic tools in the repair of hardware and software.
• Installing, testing, and configuring Microsoft Windows workstations. Experience creating and modifying Active Directory users and groups for administrative access to network shares and printer queues.
• Bachelor’s Degree in a computer related field may substitute for experience.
• Customer Service Skills: ability to provide excellent customer service that consistently meets or exceeds the needs of customers.
• Communication Skills: ability to communicate with diverse individuals and groups to effectively communicate technical concepts to non-technical audiences and work collaboratively as a member of a team providing group leadership when needed.
• Problem Solving Skills: ability and willingness to seek/offer appropriate assistance in order to solve problems in an efficient and timely manner.
• Self-directed and ability to work independently.
• Organizational Skills: strong organizational and time management skills. Ability to accurately and thoroughly document work and keep all documentation up to date. Ability to work well with people of all ages from academically, culturally, and socioeconomically diverse backgrounds.
• Vaccination requirement: Per Washington State Proclamation 21-14.1: college employees must be fully vaccinated. Your COVID-19 vaccine status must be validated by the Human Resources office prior to the commencement of work. Requesting a disability or religious exemption would be done through the Human Resources office.

Job Readiness/Working Conditions:
• Ability to work well with people of all ages from academically, culturally, and socioeconomically diverse backgrounds.
• The initial appointment will include a 6-month probationary period and the employee will earn permanent status after successfully completing probation.
• This position is represented by Washington Public Employees Association.
• 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.

Salary/Benefits: Starting Salary: $5,326/month Range: 031T Code: 483CS
Benefits package includes insurance, retirement, annual and sick leave, disability, flexible spending account, and tuition waiver.

Application Deadline: Required application materials must be completed and submitted online by 3 p.m., May 4, 2022.

REQUIRED ONLINE APPLICATION MATERIALS:
• Clark College Online Application
• Letter of application describing background and experience related to qualifications and responsibilities of the position
• Current résumé
• Unofficial copy of all transcripts/certifications uploaded with online application or delivered to the Human Resources office in person or by fax (360-992-2873).
• Responses to the supplemental questions included in the online application process

Please apply online at www.clark.edu/jobs.

To contact Clark College Human Resources, please call (360) 992-2105.

DISABILITY ACCOMMODATIONS
Upon request, accommodations are available to persons with disabilities for the application process. Contact Human Resources at (360) 992-2105 or by video phone at (360) 991-0901.

SECURITY
The security of all the members of the campus community is of vital concern to Clark College. Information regarding crime prevention advice, the authority of the Security/Safety Department, policies concerning reporting of any crimes which may occur on or near college property, and crime statistics for the most recent 3-year period may be requested from the Clark College Security/Safety Department, (360) 992-2133 or security.requests@clark.edu. The most recent Annual Security Report, written in compliance with the Clery Act, can be reviewed here: http://www.clark.edu/campus-life/student-support/security/report.php.

ELIGIBILITY VERIFICATION
If you are hired, you will need proof of identity, and documentation of U.S. citizenship or legal authorization to work.

CORRECTIONS OR EXTENDED NOTICES
Corrected or extended notices will be posted online and in the Human Resources Office.

Clark College Human Resources
April 27, 2022
22-00078

How to Apply

Please apply online at www.clark.edu/jobs.  

Job Types: Full-Time.

Job expires in 25 days.

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