This position is open until filled. Priority consideration given to applications received by 5:00 p.m. on Friday, May 10, 2024.
The mission of Pierce College is to create quality educational opportunities for a diverse community of learners to thrive in an evolving world.
The Information Technology Department is a customer service support organization. Its mission is to provide students, faculty and staff with current technology and support for technology that will increase their abilities to learn, teach and administer the college. Long-term, we strive to support Pierce College District’s growing dependence on technology and the associated increase of customer expectations for capacity, availability, reliability, and access.
The district IT Customer Support - Entry provides technical support to Pierce College students, faculty, and staff at the main campus and remote education centers. This is a Tier 2 Customer Support Unit responder performing complex issue resolution for incoming help requests from the end user: installing and upgrading software, installing hardware, configuring systems and applications. Reporting to the District Network and Telecommunications Manager, this position actively supports and engages in Pierce College’s goals for equity and inclusion in order to provide access and support for our diverse community of learners and our goal of becoming an anti-racist institution. This position requires regular and consistent attendance.
About the District:
Named as a Top 5 Finalist and a Rising Star for the 2019 Aspen Prize for Community College Excellence, Pierce College Fort Steilacoom was recognized for exceptional achievements in student learning, certificate and degree completion while in community college and after transferring to a four-year institution, employment and earnings rates after graduation, and access for and success of minority and low-income students. Pierce College District was named as a Top 10 finalist for the 2021 Aspen Prize and a Top 25 for 2023.
Want a feel for our District? Take a peek with aerial campus views!
Pierce College Fort Steilacoom
Located on a beautiful 140-acre site adjacent to a 340-acre community, recreational park, and Waughop Lake.
Pierce College Puyallup
Located on an expansive site with 125-acres of wooded land with beautiful hideaways.
Pierce College at JBLM
Located at the Joint Base Lewis-McChord military sites, serving many of our military and active-duty families that are serving our country.
Our colleges enjoy a strong presence in the communities in which they serve and participate in numerous partnerships with business, community, government, and educational organizations.
Essential Functions
The district IT Customer Support - Entry position will perform their duties while actively supporting Pierce College's integrated institutional values and core themes in the advancement of the Information Technology and Infrastructure Division including, but not limited to:
Actively advance Pierce College's goals for equity and inclusion to provide access and support for our diverse community of learners.
Contribute to an engaged and supportive team with shared accountability for the equitable success students, staff and faculty.
Participate in committees and task forces to ensure collaboration on reducing barriers and advancing equitable access, opportunity, and success.
Other duties as assigned to support the mission, goals, and objectives of the college.
The following represents a variety of the responsibilities assigned to the person in this position. The examples represent typical work but are not intended to be inclusive of all duties required for this position.
Tier 2 Advanced Customer and Desktop Support:
Responds to and successfully resolves tier 2 trouble tickets addressing unusual situations, requiring analysis and discernment.
Performs IT customer and technical support for all staff, faculty and students.
Configures and troubleshoots network equipment.
Develops and implements emergency fixes and resolves hardware system problems.
Works with vendors to implement and troubleshoot new third-party systems.
Performs network administrator duties supporting, maintaining, and enhancing existing applications and hardware for specific student, staff and community populations.
Develops routines and standards of practice to complete tasks.
Installs and configures hardware for computers, mobile devices and network equipment.
Applies new technology; researches, operates, maintains and facilitates deployment to the customer.
Troubleshoot, diagnose and resolve complex hardware and software issues.
Performs Tier for all trouble tickets on the Microsoft Skype for Business enterprise phone system.
Maintain and troubleshoot voice over internet protocol system issues.
Provides system outage and status communication to users; escalates according to established procedures.
Develops and documents procedures and processes in support of end-user self-service.
Manage end user device access to WIFI systems.
Consult with customers and other IT personnel on complex network or application use problems.
Manage fleet of Chromebook and Microsoft Windows laptop devices across the Pierce College District.
Creates “How to” technical documents for students, staff and faculty.
End-user Level Security and Access Management:
Creates, monitors, and manages Microsoft Exchange, Office 365 and Active Directory accounts and configurations for student, faculty, vendor, and staff email and collaboration services.
Manages network shares and groups for campus-wide and departmental security access needs.
Collaborates with vendors while on-site to resolve hardware issues.
Develops incident response procedures to virus/malware threats.
Ensures confidentiality, integrity and availability of user’s computer data.
Manages security patch updates to computer operating systems.
Educate staff on potential security threats, via email and trainings.
Remote manage Apple Macintosh computers across the Pierce College District using JAMF Pro Console.
Provides end-point device security and monitoring.
Maintenance, Development, Modifications, Testing, and Deployment:
Independently consults with customers to identify, analyze, and resolve software/hardware issues.
Coordinates and performs installations, moves, and changes, creates and tests standard PC imaging for installation on computer workstations.
Supports and enhances existing applications in compliance with specification standards.
Conducts unit and system usability testing.
Tests and executes software bug fixes.
Creates service outcomes to evaluate the efficiency and effectiveness of the customer support center and apply results in increasing productivity, professionalism and improving service quality.
Required Education:
Associate degree in Computer Science/Computer Information Systems.
OR
Two (2) years or equivalent education/experience in basic hardware, software, and diagnostic processes supporting hardware, software, and infrastructure.
Required Experience:
Demonstrated experience with Microsoft System Center suite of application including centralized deployment, configuration, management, and monitoring of computing in a desktop environment.
Experience establishing and maintaining complex electronic and/or manual file systems or database files.
Special Requirements:
The successful candidate must consent to and pass a criminal background check after a conditional offer of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability to perform in this position.
Must possess a valid Washington State Driver's License upon hire.
Must obtain reliable vehicle and/or transportation.
Required Competencies: Knowledge, skills, abilities, behaviors, traits and characteristics:
Teamwork: As an active member of a team, has the ability and desire to work cooperatively with others, participates and fosters teamwork, and has a positive influence on others within a team; seeks opportunities to work on teams as a means to develop experience and knowledge; expresses disagreement constructively (i.e., by emphasizing points of agreement, suggesting alternatives that may be acceptable to the individual/group).
Communications: In a concise and effective manner have the ability to verbalize with supervisor and co-workers regarding the technical approach taken in problem solving; ability to effectively interact with other individuals as well as internal and external organizations; keeps manager informed about progress and problems; avoids surprises.
Flexibility and Multitasking: Willing and able to work in a high volume environment and respond to any IT administration and/or service interruption/problems, even If outside your assigned duties, and focus on collaborative solutions to those problems until resolved; demonstrates openness to new organizational structures, procedures, and technology; demonstrates a willingness to modify a strongly held position in the face of contrary evidence.
Customer Service: Enhances customer satisfaction by improving efficiency and effectiveness of service delivery; strives to be a role model to the other members of the department as to assure the customer receives the highest level of service.
Personal Responsibility/Accountability: Possess personal characteristics that are needed to meet the organization’s highest professionalism expectations and demands of the workplace; meets productivity standards, deadlines and work schedules.
Interpersonal Skills: Models and maintains the values of candor, openness, inclusiveness and honesty; build and maintain the trust of others.
Problem Solving: Independently solves IT problems, including defining & analyzing the problem, identifying and testing solutions, choosing and implementing the best solution, documenting the changes as needed, and evaluating the outcome.
Client Management: Displays the ability to anticipate client needs before they arise and presents solutions to project management that encompass issues at hand; understands expectations that were set with client and recognizes when issues/events may affect delivery.
Application Process
Application Requirements:
To be considered for this position, applicants must:
Meet the required qualifications as outlined in this announcement.
Complete the online application profile at :https://www.pierce.ctc.edu/hr.
Apply for the specific job opening.
Upload (attach) a cover letter that addresses how you meet the required qualifications as outlined in this announcement. In your cover letter, please address how you will support the mission of Pierce College to create quality educational opportunities for a diverse community of learners to thrive in an evolving world. Please include in your response how your previous education and/or professional experience contribute to your effectiveness in promoting a climate of student success for a diverse community of learners. (Cover Letter)
Upload (attach) detailed résumé of all educational and professional experience. (Résumé)
Transcripts are not required in order to apply for this position; however, if you are selected for an interview, you will be asked to bring copies of unofficial transcripts showing completion of the required level of education and/or coursework.
Please note: Certain positions require specific levels of educational attainment such as a post-secondary degree, licensures or certifications. In order to evaluate applicant materials to determine if the minimum qualifications are met, information regarding your education and experience should be included in your application materials.
Applications without transcripts attached, may receive notification that their application materials are incomplete. If you receive a notice and information has been provided elsewhere in your applications materials, please disregard. (Unofficial transcripts acceptable for application process; official transcripts required upon hire). (Transcripts)
Upload (attach) a list of at least three (3) professional references with names, telephone numbers, and e-mail addresses. At least one reference must be your current or most recent supervisor. Letters of recommendation will not be accepted. (References)
Provide a response to the following question. (Supplemental Question):
Briefly describe how you have worked in your previous or current positions to advance equity, diversity, and inclusion in your organizations and how you would do that in this position. Please limit response to a maximum of 500 words.
Special note: To ensure consideration, application materials should be received no later than 5:00 p.m. on the closing date.
All correspondence regarding your application status will be sent to the email address associated with your SchoolJobs.com (NEOED) account. Please make sure to check your spam folder periodically, in the case of an automated, incorrect delivery.
Terms of Employment:
This is a district, full-time (40 hours per week) classified, over-time eligible position with the Pierce College District. This position is permanent after serving a minimum six-month probationary period. The primary work location will be at Pierce College Fort Steilacoom campus. Occasional travel to Pierce College campuses and/or sites may occur. Work hours are typically between 8:00 a.m. and 5:00p.m. Monday through Friday with occasional evenings and weekend work, and occasional travel as required. This position is not eligible for telework/telecommuting. This position may be subject to reassignment between campuses or sites. This position requires regular and consistent attendance.
Salary & Benefits:
The starting salary range of this position is $5,462.00$6,494.00 a month (dependent upon qualifications), with annual periodic increments up to $6,656.00 per month. However, your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long-term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided. For more information, please visit our Benefits and Leave website at: https://www.pierce.ctc.edu/hr- benefits
Physical Work Environment:
This position is required to work indoors in an open office environment, which requires visual concentration on detail, dexterity, precision, and is subject to frequent noise and interruptions. This position operates in a dynamic and fast-paced environment.
Reasonable Accommodation:
Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the District Human Resources Office by calling 253-964-7342. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the state's free telecommunication access service.
Screening & Interview Process:
Only those candidates who have complied with the application process and meet the required qualifications will be considered. Following the review of application materials, the most qualified candidates will be contacted for an interview. Check the email account you used for the application process for communication regarding the status of your application. Application materials submitted to Pierce College are the property of the College and will not be returned.
Please note: This is a competitive selection process. Your application materials will be reviewed and evaluated based on the minimum qualifications listed for the position. Applicants whose qualifications most closely correspond to the District's needs will be eligible for further consideration.
Conditions of Employment:
Pierce College is a “fully vaccinated campus” under the state’s higher education guidance, which means that COVID-19 vaccination is highly encouraged for all employees and students.
Prior to the start of employment, finalist(s) for this position will be subject to a pre-employment background check as a condition of employment. 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.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington State Law RCW 28B.112.080.
An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H-1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire.
Pierce College has adopted a Drug Free Workplace policy. As a condition of employment, employees must agree to abide by the requirements established in that policy.
Bargaining Unit:
This position has been designated as a bargaining unit position represented by the Washington Public Employee Association (WPEA).
Equal Opportunity:
The Pierce College District is an equal opportunity employer. The Board of Trustees and Pierce College District are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and personnel practices. Decisions are made without regard to race, color, national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veteran or military status, or use of a trained guide dog or service animal.
For more information about this position or assistance regarding your application, contact Human Resources.
Questions regarding equal employment opportunities or discrimination may be directed to the following:
Sean Cooke - Title IX Coordinator
(253) 840-8472
Davi Kallman- ADACO/Section 504 Coordinator
(253) 912-3715
Deena Forsythe - Interim Vice President for Human Resources
(253) 964-6586
Paula Henson-Williams - District Affirmative Action Officer
(253) 864-3229
