Be an early applicantLess than 25 applicants

Company

Whatcom Community College · 7 hours ago

IT Support Analyst

College, AK

Full-time

Remote

Entry Level

$5,096/mo - $5,766/mo

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Higher Education

Culture & Values

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Responsibilities

Complete assigned tickets in accordance with Information Services (IS) department Service Level Agreements (SLA) by analyzing and resolving software and hardware problems independently or with the assistance of the IS Team and vendor resources including, but not limited to:

Perform routine preventative maintenance on desktops, laptops, tablets, AV equipment, and peripherals

Perform routine maintenance on software applications (upgrades and updates) for both Windows and Mac platforms

Perform desktop and laptop installation moves, adds and changes

Perform software application installations, adds and changes including necessary testing and licensing verification for compatibility and compliance within the Colleges existing systems for both Windows and Mac platforms

Resolve issues related to ctcLink (PeopleSoft) including addition of or removal of security roles/access, working with SBCTC to resolve complicated issues with no obvious local solution and issues related to browser or local device configuration

Resolve routine printing problems including coordinating with the Colleges multifunction device provider(s) to address services relating to network printing

Research, recommend and order equipment, software and supplies as dictated by routine operational requirement

Set up and operate AV equipment as needed to support classrooms and events, coordinate with event managers as appropriate

Provide guidance to faculty/staff who are attempting to access College systems using personally owned devices including personal computers, laptops, tablets and smartphones within the guidelines of Washington State and College policies

Conduct user training as needed for both computer and telephony services

Document processes and procedures for the end users and internal stakeholders

Create, test and deploy desktop images on both Mac and Windows platforms

Ensure that all applications are appropriately licensed and controlled in accordance with licensing rights and maintain licensing records

Maintain technical inventory and equipment surplus in accordance with established policies

Participate in employee onboarding and offboarding activities including creating and removing security roles in both ctcLink and Active Directory, reclaim of or distribution of needed hardware and assignment or removal of appropriate software licenses to ensure proper compliance

Document all changes and new services implemented as a part of this function for end-users as well as co-workers

Attend regular team meetings and provide insight and support in addressing issues related to end-user support and IS operational processes

Assist other Information Services staff with scripting, basic programming, or computer analysis

Assist in staffing the Help Desk as needed

Work with vendors for cabling and network needs

Perform other duties as assigned to support the Information Services in achieving its service objectives

Qualification

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Desktop supportWindows operating systemsMicrosoft OfficeAV equipment supportCtcLink (PeopleSoft)Apple computers supportMicrosoft SCCMTechnical certificationsLearning Management SystemsSecurity policies knowledge

Required

An Associates degree, Technical degree OR two years of experience in a desktop support position

One year of experience in a customer service position

One year installing, maintaining and supporting PC hardware, software and peripherals

Proficiency with current Windows operating systems and Microsoft Office

Demonstrated strong interpersonal, telephone, email and communication skills

Demonstrated strong organizational skills and ability to handle multiple tasks simultaneously and determine priorities

Ability to work independently with minimal supervision

Demonstrated commitment to diversity, equity and inclusion and the ability to support a diverse workplace and educational environment

Preferred

A Bachelors degree in a related field

Experience in a professional Tier 1 or 2 technical support position

Experience with ctcLink (PeopleSoft)

Experience supporting media and audio/visual equipment

Experience supporting Apple computers and software

Experience supporting technology in higher education

Experience with Microsoft SCCM

Technical certifications supporting competency in Microsoft or MacOS operating systems, desktop applications, server operations or desktop hardware and/or printers

Knowledge of Learning Management Systems (CANVAS)

Knowledge of security and data protection policies (FERPA, HIPAA, PII, etc.)

Ability to successfully communicate (written and orally) in a language in addition to English