IT Customer Support-Entry (Vendor Management) - Pasco, WA

Employer: Columbia Basin College

Job Description:
Columbia Basin College ("CBC" or the "College") seeks an IT Customer Support – Entry (Vendor Management) to serve as an IT Customer Success contact for hardware and software purchase requests and to research, receive, recommend and initiate asset management for end-point business requirements. End-point equipment is defined as desktop computers, laptops, tablets, printers and various technology directly used by faculty, staff or students. Duties include working with the campus community on requirements gathering, use case analysis and needs assessments. This position reviews software needs for standardization across campus and monitors license usage. The position additionally performs risk analysis on campus-requested software packages through the Software Evaluation process, both for new packages, as well as yearly review of existing packages. This position works closely with the IS Director on departmental software purchases and renewals to ensure the best pricing and timely procurement. This position reports to the Assistant Director of IT Customer Success.

This position is open until filled. Priority consideration will be given to applicants whose complete application has been received by January 13, 2020 @ 11:59 PM Pacific Time.

Primary Responsibilities:
Research technology and provide customer service to campus members requesting technology purchases;
Perform use case analysis and needs assessments to determine proper technology solution in accordance with department, College and Washington state standards;
Research vendor options to ensure the best pricing on technology purchases; prepare and deliver quotes in coordination with vendors;
Monitor and maintain vendor relationships to ensure proper IT procurement and fulfillment of technology purchases;
Establish technology standards and collaborate with vendors to adhere to these standards;
Serve as the internal and external contact regarding system requirements, options and solutions;
Manage and coordinate with vendors to ensure timely delivery of hardware and/or software solutions;
Assess vendor performance continuously to determine if service delivery is adequate to meet the College's needs;
Partner with IS leadership when evaluating and negotiating vendor relationships; respond directly to, or inform IS leadership if there are vendor issues that pose a risk to campus needs, budget or timeline;
Assist in setting minimum system requirements on new and existing equipment;
Submit warranty and return merchandise authorization (RMA) claims to vendors in support of the customer success team;
Perform risk analysis, maintain license compliance and prepare renewal quotes for campus software;
Perform risk analysis on user-requested software packages in accordance with established protocols and in cooperation with IS subject matter experts in the areas of IT security risk, supportability, integration requirements, usability, accessibility and business continuity;
Maintain record of software license renewals to ensure timely processing; obtain quotes and remind IS department staff of upcoming renewals;
Maintain software inventory and recommend consolidation where duplication exists; track software license compliance using industry-standard tools;
Perform asset lifecycle management for new and surplus items;
Record receipt of new inventory hardware, such as computers, printers and other technology items received from the College's shipping and receiving department;
Add and remove asset management records and update metadata, such as user and destination data for high value items including computers, tablets, laptops, printers and A/V equipment;
Maintain department surplus list and remove end-of-life equipment from asset management system; remove hard drives from all surplused equipment and erase hard drive data in accordance with security policies;
Serve as the primary resource for updating and validating the asset management system; make recommendations for process improvements; perform asset additions and removals; monitor overall metadata quality; and
Perform other duties as assigned.

Required Qualifications:
Associate's degree in Computer Science, IT or related field from a regionally accredited college or university (equivalent experience and/or applicable certifications may substitute for the educational requirement on a year-for-year basis); and
Two (2) years of experience performing technical IT customer support.
Preferred Qualifications:
Bachelor's Degree in IT, Computer Science or related field from a regionally accredited college or university;
A+ Certification

Skills & Abilities:
Analytical Skills: Synthesize complex or diverse information; collect and research data; use intuition and experience to complement data; design work flows and procedures;

Problem Solving Skills: Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics;

Technical Skills: Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others;

Customer Service Skills: Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments;

Professionalism: Ability to approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments;

Interpersonal Skills: Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to others' ideas and try new things;

Oral Communication: Ability to speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings;

Written Communication: Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; present numerical data effectively; able to read and interpret written information;

Quality: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality;

Quantity: Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly; and

Safety and Security: Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.

This position is a twelve (12) month, full-time, overtime eligible represented classified staff position. The typical work hours for this position are Monday through Thursday from 7:00 a.m. to 4:30 p.m. and Friday from 7:00 a.m. to 12:00 p.m., however, must be available to work a flexible schedule when prior notice is given by the College. This position is available immediately.

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.

**Please note that selected interview candidates will be subject to supplemental testing that will measure skills and abilities in the following areas: Grammar and basic skills in Word and Excel.

In the interest of providing a healthy, safe and secure educational and work environment, and in order to meet the requirements of federal legislation, it is the policy of Columbia Basin College to maintain an alcohol and drug-free workplace for our employees and students.

If you are hired, you will need to provide proof of identity and documentation of U.S. citizenship or appropriate authorization to work in this position as required by the Immigration Reform Control Act of 1986.
Columbia Basin College operates under an approved affirmative action plan and encourages applications from persons of color, women, veterans and persons of disability. The Human Resources Office is accessible to those with disabilities. If you need accommodation in application or employment, contact the Human Resources Office at (509) 542-4740.

Occasional need to travel to/from buildings on campus and to remote campuses;
Ability to sit or stand for prolonged periods of time;
Occasional need to lift at least 30 pounds;
Frequent repetitive hand and wrist motions;
Ability to twist and turn in standing or sitting position to work with computers in the lab; and
Frequent need for oral, written and auditory communication.

This is a bargaining unit position represented by the Washington Public Employees Association (WPEA).

Contact Person:
Location: Pasco, WA
Application Method:
Base Pay: $53,688 - $72,216 YR

Posted on January 08, 2020
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