IT Customer Support (Entry) - Yakima, WA

Employer: Yakima Valley College

Job Description:
Description
We invite you to consider joining Yakima Valley College (YVC), an innovative and equity-focused designated Hispanic Serving Institution that is committed to the pursuit of equitable student learning outcomes for its diverse students.

Yakima Valley College is accepting applications for an IT Customer Support - Entry in the Administrative Services - Technology Services Department. This is a full-time classified position, beginning salary is $4,608 per month for 40 hours per week, with periodic increments up to $6,199, plus a full state benefits package.

The Technology Services Department provides facilities and technical support for students, faculty, and staff in various implementations of technology in support of institutional goals. Technology Services supports workstations and virtual desktops in various locations across the college district, physical and virtual servers, a campus-wide fiber backbone and wireless network, telephone and other communications systems, and multimedia/projection systems. Technology Services provides hardware and software configuration and support services, technical and end-user support, web application development, and data and integration services to help further the success of Yakima Valley College’s students.

The Customer Support teams direct first and second tier support for all YVC students, faculty, and staff through a centralized Help Desk. This includes all Help Desk functions: help desk call center; desktop hardware configuration, installation and support; desktop and enterprise applications; and classroom technology support.

Reporting to the Help Desk Supervisor, the IT Customer Support – Entry position provides Tier 2 support, triaging, troubleshooting and repairing server, access, security and network issues. This position plays a key role in maintaining college operations. In collaboration with the Tier 2 Help Desk team, this role requires technical expertise in administration of complex systems and networks.



Essential Tasks
JOB PROFILE:

Technical expert for the Helpdesk during troubleshooting of security settings, accounts, network rights, and access to campus operational systems and server services
Develop and implement quality assurance testing and performance monitoring. Study the usage/trends and make recommendations for improvement of efficiencies
Create Secure 92 accounts, establish security access, and troubleshoot system issues
Troubleshoot or re-configuration complex systems, networks and server related issues
Recommends and manages the configuration and parameter of software operating systems and applications
Troubleshoot, analyze, repair and configuration of issues associated with server infrastructure, entering the Help Desk environment during break fix actions and troubleshooting at the tier 2 level
Actively address updates and environmental changes to configurations based on external technological changes in vendor market space
Monitors, troubleshoots, and maintains system configurations for all virtual and physical computers
Manage the application of operating system patches and service packs
Conduct capacity planning and analyze new technologies/capabilities that may be applied
Utilize Group Policy to automate standardized settings to computers and users in a one-to-many deployment
Utilize Active Directory to manage group memberships, network share access, and securing all authentication and authorization of users and computers to the YVC domain
Deploy and administrate endpoint protection using System Center Endpoint Protection functionality
Utilize PowerShell to script administrative tasks and automate tasks in SCCM
Install, configure, and repair critical communication systems across campus
Utilize Systems Center Configuration Manager (SCCM) for remote control of Windows based devices
Maintain documentation of shared systems authentication access via Password Safe software
Describe and show how incidents, change, and problems are created, edited, and resolved
Describe and perform a search for configuration items and other incidents, problems, and knowledge articles
Install, move, add, and change workstations, laptops, mobile devices, local and networked printers or copiers, phone services in a Voice over Internet Protocol (VoIP) environment
Install, move, add, and change Ethernet connectivity in Intermediate Distribution Frame (IDF) locations throughout campus
Identify, troubleshoot and analyze computer related issues and determine the appropriate course of action, helping resolve user issues in a timely manner
Install, maintain, repair, troubleshoot computer systems, software, peripherals, data communication and computer network systems; sysprep and image hard drives
Set up workstations, laptops, and multiple mobile devices and tablets for employees; configure systems, ensure network connectivity, install and test hardware and software, set up printer connections and ensure driver support is up to date for each device
Utilize Fluke network equipment to troubleshoot and asses infrastructure issues
Run cable, establish pathway, terminate, punch down network cables (Cats, Cat6) to network interfaces including network switch
Work with vendors to establish warranty on hardware
Utilize Active Directory & Group Policy to manage and troubleshoot pool and printer assignments in the VDI environment
Install, move, add, configure, repair, and change thin clients, pools, and parent images
Utilize vSphere to manage virtual machines and maintain of the VDI environment
Utilize Horizon View Admin to manage and monitor all active VDI environment pools
Build, test, deploy, and maintain persistent and non-persistent VDI solutions for staff, faculty and student computing
Provides technical support and troubleshooting for all classroom instructional hardware including projectors, document cameras, audio systems, PCs
Software and hardware technical support for Panopto lecture capture and Zoom web conferencing applications
Maintain engineering in technology design stages of technical aspects of campus capital projects
Provide user training to faculty and staff
Maintenance as required identifying equipment repair and replacement procedures
Manage planning, scope, time, and communication of projects using Smartsheet
Utilize Smartsheet to manage project timelines and documentation of future projects
Competencies
Display an effective understanding of your job responsibilities, the roles of others within the Technology Services Department and YVC employees, and the strategic goals of YVC
Contribute to the overall customer satisfaction goals of Technology Services.
Display an effective understanding of the various college policies, regulations, and procedures that apply to the performance of your job
Plan and manage time effectively. Identify and handle competing project priorities. Make effective decisions within short timeframes. and take appropriate action. Remain acutely aware of timeframes and successfully meet deadlines to ensure continued delivery of services. If deadlines are in jeopardy, appropriately seek assistance or guidance from the lead worker, supervisor, or manager
Accurately assess the resources necessary to carry out planned actions. Perceive the impact and implication of decisions made regarding resources and the operation environment of the staff associated to the task at hand
Test proposed solutions against the reality of likely effects before going forward; look beyond the obvious and do not stop at the first answers
Think "outside the box" in considering new options; open to new ideas
Adapt to and positively handle the stress of a high-paced work environment
Provide quality service and system security as outlined in the latest standards, policies and/or job classifications
Take all reasonable measures to assure and maintain data integrity and security
Clearly articulate your needs when requesting information or assistance from others
Perform other job duties as assigned

Qualifications
MINIMUM QUALIFICATIONS:

Associate degree in Computer Science/Computer Information Systems; OR, Equivalent education and work experience; AND
Three or more years of experience working in an IT customer service or support environment
DESIRED QUALIFICATIONS:
Bachelor's Degree in Computer Science or Computer Information Science; AND
Four years IT customer support or support environment experience; AND
Microsoft, Cisco or A+ Certification
ABILITY TO:
Prioritize and adapt to a constantly changing workload
Create and present training on the supported applications
Communicate effectively, both verbally and in writing
Respond to the requests of end-users
Adapt to new technologies
Adapt to the rapidly changing nature of information technology
Work under stressful situations and manage stress appropriately
Accomplish repetitive tasks while maintaining a high level of accuracy
Negotiate priorities according to campus need while considering rules and process requirements
Consistently meet the expectations of your work attendance schedule
KNOWLEDGE OF:
Various application systems supported by YVC
Supplemental Information
Application Instructions:
To apply for this position you MUST submit a complete YVC Online Employment Application, which includes the following attachments:

A cover letter describing how you meet the qualifications of this position (a generic cover letter will not be accepted)
A current resume ( a resume will not substitute for the "work experience" section of the online application)
Three (3) professional references (personal references do not count as professional)
Unofficial transcripts for confirmation of degree (if minimum qualifications require a degree). The successful candidate will be required to submit official transcripts at time of hire.
Please note: Failure to follow the above application instructions will lead to disqualification. Please do not include any attachments other than the ones requested above. E-mailed documents will not be accepted after the closing of the recruitment or in lieu of attaching your documents to the online application

Employment Information:
Candidates invited to interview may be required to complete a skills test.

Due to an emergency proclamation by the Governor, all employees will be required to provide proof of COVID-19 vaccination as a condition of employment. Employees may request a medical or religious accommodation by contacting the Human Resources Department at 509-574-4670.

Candidates may be subject to a Criminal History Background Check as a condition for consideration of employment.

Per the provisions of the Immigration Reform and Control Act, Yakima Valley College hires only U.S. Citizens and Aliens authorized to work in the United States. As a condition of employment, new employees must provide acceptable proof of identity and employment eligibility.

Yakima Valley College does not discriminate against any person on the basis of race, color, national origin, disability, sex, genetic information, or age in admission, treatment, or participation in its programs, services and activities, or in employment. All inquiries regarding compliance should be directed to the Director of Human Resource Services, YVC, South 16th Ave. & Nob Hill Blvd., Yakima, WA 98902; or call 509.574.4670.

Due to a Union Shop Requirement, employees hired into permanent benefit positions must, within 30 days of employment, become members of the Washington Public Employees Association.

Applicants with disabilities who require assistance with the recruitment process will be accommodated to the extent reasonably possible.

All positions are subject to funding.

Contact Person:
Phone:
Email:
Location: Yakima, WA
Application Method: https://www.schooljobs.com/careers/yvccwa/jobs/3248211/it-customer-support-entry
Base Pay: $4,608-$6,199/month

Posted on March 31, 2022

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