IT Customer Support - Journey

Clark College is now seeking applications for a full-time, permanent Information Technology Customer Support Technician - Journey to join our IT Customer Support team. As a vital member of the IT Client Services division, this role provides crucial technical assistance to Clark College faculty and staff. Key duties include delivering exceptional, customer-centered IT support, troubleshooting and resolving technical issues, responding to help desk inquiries, and collaborating with IT colleagues to enhance the college's technology infrastructure. This position also offers the opportunity to participate in various technology-related projects. Join us in creating a seamless and dependable IT experience for our campus community.

At Clark, we value equity, diversity, and inclusion. We are committed to growing, learning, and supporting our employees.

JOB DUTIES AND RESPONSIBILITES:

• Provide technical support for both Windows and macOS operating systems, including troubleshooting hardware, software, and network issues.
• Respond to and resolve help desk requests in a timely manner, providing clear communication to end-users throughout the process.
• Install, configure, and maintain desktop, laptop, and mobile devices, as well as peripherals such as printers, scanners, and projectors.
• Manage software installation, updates, and patches across a range of applications and platforms for both PC and Apple devices.
• Resolve application software issues and implement bug fixes within critical systems.
• Participate in IT projects, collaborating with team members to implement new systems, upgrades, or solutions that improve the college's technology infrastructure.
• Create a safe, bias-free working environment, which engenders respect for differences.
• 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:

• Associate's degree.
• 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.

JOB READINESS/WORKING CONDITIONS:

• Ability to provide excellent customer service that consistently meets or exceeds the needs of customers.
• 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.
• Ability and willingness to seek/offer appropriate assistance to solve problems in an efficient and timely manner.
• Ability to work independently.
• 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.
• 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.

• Clark College online application
• Current resume, with a minimum of three (3) references listed.
• Cover letter describing background and experience related to qualifications and responsibilities of the position.
• Responses to the supplemental questions included in the online application process.