Technology Services Customer Support

JOB

This position performs general duties for the Everett Community College Information Technology Department and serves as a critical member of the Desktop Management team that has overall responsibility for installation, maintenance, quality assurance, troubleshooting and/or technical support for campus applications, hardware, and software products.This position reports to the Associate Director of Technology Services as a member of the Desktop Management team and will be working under general supervision. This position follows established work methods to complete tasks or projects and will be providing support to the other members of the Desktop Management Team as required. This position will serve as the Lab Supervisor which includes the management and direction of both the physical lab space/equipment and the student staff. TITLE: Technology Services Customer Support - EntryCLASSIFICATION: IT Customer Support - EntrySALARY: 01ITDEPARTMENT: Technology ServicesREPORTS TO: Associate Director of Technology ServicesPOSITION NUMBER: This position is eligible for hybrid work location, per Everett Community College's Telework Policy

EXAMPLE OF DUTIES

Technical SupportRespond in-person, over the phone or via email to provide technical assistance and support for incoming calls and issues relating to the EvCC staff and student computers and printers; asks questions to determine problem; walks staff through problem-solving process; uses basic diagnostic software and utilities when troubleshooting, isolates problem, determines and implements solutions; escalates issue to higher level technicians when applicable; follows up to ensure issue has been resolved.Serve as a resource in the use of campus applications (Microsoft Office Suite, Google Apps for Education, Zoom, and other standardized campus software)Expected to resolve problems requiring analysis and discernment of current industry and EvCC best practices.Desktop ManagementUtilize skills and abilities for the support for end-user equipment and technology. This includes computer image deployment, software deployment, hardware setups and installations. Perform routine preventative maintenance tasks. Assist in connecting devices to both the campus wired and wireless networks. Perform basic network connectivity testing and troubleshooting for end-user equipment. General DutiesGenerate content and lead training seminars and orientations for different campus communitiesCoordinate office moves for personnel relocations and student computer moves, serving as a liaison between Technology Services and Space Management.Supervise student staff, which includes hiring staff, creating schedules, and approving work hours.Provide training to student workers to ensure continuous improvement of the customer service experience.Perform other duties as assigned to support departmental operations and meet the needs of the campus, including the creation of documentation for systems and users.

SUPPLEMENTAL INFORMATION

Physical RequirementsEverett Community College follows the Americans with Disabilities Act (ADA) and provides the following information as a guideline for applicants: Ability to operate office equipment, including computers, printers, and telecommunication devices.Ability to observe, analyze, and interpret data from various sources.Ability to prepare and present detailed reports, both in written and audible formats.Ability to exchange information on the phone, through video conferencing, or in person.Ability to sit or stand for extended periods while performing routine tasks.Ability to lift and carry objects weighing up to 25 pounds.Terms of EmploymentFull-time position. The typical work schedule is Monday – Friday, but the schedule may vary to meet business needs. This position may also cover evening support hours, typically until 8:30 PM. Overtime eligible – FLSA non-exemptPosition is subject to Everett Community College policies and procedures. Represented by Washington Federation of State Employees Union.Performance will be evaluated after a six (6) month probationary period and annually.