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Cascadia College · 5 hours ago

IT Support Analyst

Bothell, WA

Full-time

Hybrid

Entry Level

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

2+ years exp

Cascadia College is seeking an IT Support Analyst to provide technology support services for students, faculty, and staff. This role involves troubleshooting technical issues, providing AV support, and participating in upgrade projects under the supervision of the Technology Services Manager.

Education Management

Culture & Values

Responsibilities

Resolve assigned tickets in compliance with IT Services (ITS) Service Level Agreements (SLAs), independently or in collaboration with team members and vendors

Routine preventative maintenance on desktops, laptops, tablets, AV equipment, and peripherals

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

Desktop and laptop installation moves, adds and changes

Interact with Intune, Jamf, SCCM, or other ITS utilized RMM solution for software application installations, adds and changes including necessary functionality testing, accessibility testing, and licensing verification for compatibility and compliance within the College's 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 College's multifunction device provider(s) to address services relating to network printing

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

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

Provide guidance to employees attempting to access College systems using personally owned devices 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 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

Utilize Cascadia ITS asset management solution to help 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 of, 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 ITS operational processes

Assist other ITS staff with basic scripting, programming, or computer analysis

Assist in staffing the Service Desk as needed

Work with vendors for cabling and network needs

Perform other duties as assigned to support ITS in achieving our service objectives

Qualification

Desktop supportWindows operating systemsMicrosoft OfficeTechnical supportCtcLink (PeopleSoft)AV equipment supportApple computers supportMicrosoft SCCMIntuneJAMFDiversity commitmentInterpersonal skillsOrganizational skillsCommunication skills

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 Bachelor's 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, Intune, JAMF

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