Whatcom Community College invites candidates to apply for the Evening Helpdesk IT Support Technician 1 (Class Code 481C). The ITST1 position is the first point of contact for technology support for faculty and staff on campus. This position provides technology-related solutions to end users directly if possible, or issues and tracks support tickets for technicians to perform needed work. This position provides regular information and training sessions throughout the year for end users on common applications and common tech issues. The Helpdesk IT Support Technician 1 reports to the Director for Information Technology.
This position supervises the student helpdesk (SHD) staff including interviewing and recommending selection of applicants, training new employees, and assigning and scheduling work. Documents IT policies and procedures relevant to scope of responsibilities; creates documentation and advertising for end users; updates inventory databases and websites. Manages faculty and staff network accounts for employees and wireless accounts for approved guests. Coordinates with facilities, HR and other campus departments for new employee setup, along with employees leaving the college.
Responsibilities
Typical duties include, but are not limited to:
-Provides frontline customer service to support campus stakeholders’ technology-related needs; schedules appointments and keeps end-users updated on the resolution or status of their support request.
-Works collaboratively with colleagues to ensure Helpdesk service levels and expectations are met to uphold customer satisfaction.
-Ensures compliance with policies, procedures, and protocols and provides technical support for end-users.
-Facilitates professional development workshops for faculty and staff as requested or needed. Assists users with applications or system issues with one-to-one tutoring and support.
-Monitors student helpdesk (SHD) budgets, approves, and submits staff time sheets to payroll, and purchases needed supplies for SHD.
-Supports SHD as they assist students with technology problems, e.g. resolving student printing issues, setting up student network accounts or troubleshooting student network issues.
-Leads the work of the student helpdesk staff and is responsible for the availability of the resources for end-users, including technology and audio/video equipment for checkout.
-Works and collaborates with other campus departments to support technology-related needs.
-Other related duties as assigned.
Minimum Qualifications:
-High School or GED and twelve months of experience resolving customer issues.
OR
-Equivalent combination of education/experience.
Prefered Qualifications:
-Strong English language skills.
-Flexibility and willingness to learn as technology updates occur.
-Customer Service skills and professional etiquette with clients/students.
-Experience working in a higher education setting as a helpdesk lead.
-Strong organizational and communication skills.
-A good understanding of applicable standards to establish and maintain a safe work environment.
-Actively contributes to a work environment that embraces diversity and treats everyone with respect, dignity, and appreciates the difference in people.
-Working knowledge of Google Suite.
-Working knowledge of Microsoft office suite.
-Working knowledge of how to use Zoom.
-Working knowledge of Canvas.
Salary and Appointment:
-Range 42, full-time Classified salary starting at $3,537.00 per month with periodic increments to $4,602.00 per month.
Shift and Working Conditions:
-Position’s work schedule is 40 hours per week. Monday- Thursday 11am-8pm and Friday 8am-5pm. Work Involves constant interruptions, and requirement to answer on demand questions by phone, in person or electronically.
Benefit Package:
-The position comes with a full benefit package, including health, dental, life, long-term disability insurance and a retirement plan.
-Accrues 8 hours per month of sick leave and 11.33 hours per month vacation leave with periodic vacation accrual increases based on longevity.
Additionally, as a Washington State, public higher education institution, WCC offers the following:
-Whatcom Community College is a qualified employer for the Public Service Loan Forgiveness program (PSLF). If you work for the College full time, have had Direct Loans and are on an eligible repayment plan, you are eligible to apply.
-Full-time employees are eligible to apply and participate in the Whatcom Community College Employee Tuition Program, which provides a tuition waiver for available and eligible WCC courses.
-Full-time employees may qualify for Washington State Paid Family Medical Leave (PFML) benefit.
Start Date:
-As soon as can be arranged with successful candidate.
Application Due Date:
-Applications due by Friday, March 1st, 2024 at 5:00 pm.
How To Apply
A completed application consists of an online application and:
-Cover letter which includes a diversity statement that provides examples of (1) how you have integrated equity and inclusion in your work and (2) how you will promote equitable practices in education through this position.
-Current resume.
Please apply on our website: https://www.whatcom.edu/job-info
