Big Bend Community College · 1 day ago
IT Customer Support - Entry
Moses Lake, WA
Full-time
Onsite
New Grad, Entry LevelBig Bend Community College (BBCC) is a rural college serving vibrant communities in Central Washington, seeking a Customer Support - Entry position in the Information Technology Department. This role serves as the first point of contact for technology-related assistance, helping faculty, staff, and students effectively use college-supported technologies and resolving technical issues.
Higher Education
No H1B
Responsibilities
Respond to in-person, phone, email, and ticket-based requests for technical assistance from students, faculty, and staff
Diagnose and resolve issues related to hardware, software, network accounts, network access, and classroom technology
Ask clarifying questions and use provided tools or procedures to identify the nature of the issue
Follow established troubleshooting steps to identify issues
Escalate unresolved or complex issues to higher-level support staff following department processes
Perform routine and preventative maintenance tasks such as cleaning equipment, checking connections, updating software, and testing device functionality
Conduct troubleshooting to identify and resolve hardware, software, or connectivity issues
Perform repairs such as reseating cables or replacing parts
Install and configure operating systems, applications, and updates on end-user devices as assigned
Set up and test classroom or office technology such as projectors, printers, and workstations
Complete approved and clearly defined security requests, such as ctcLink security, by following documented processes
Escalate any security requests that are unapproved, unclear, or outside the scope of established processes to the appropriate tier-two customer support or supervisor
Provide step-by-step instructions to users on tasks such as logging in, connecting to Wi-Fi, accessing email, or using applications
Offer in-person or remote training on using supported tools such as software applications, printers, classroom AV, or peripherals
Explain technical concepts in clear, simple terms appropriate to the user’s level of experience
Refer users to relevant self-help resources, tutorials, or support documentation when appropriate
Document common questions and user challenges to help inform internal documentation or training materials
Enter support requests into the ticketing system with clear and accurate descriptions of the reported issue
Self-assign unassigned tickets and ensure timely follow-up
Update assigned tickets with troubleshooting steps taken, status changes, and final resolution details
Monitor open tickets and ensure timely completion
Communicate ticket status and resolution to users in a clear and professional manner
Record troubleshooting steps, issue resolutions, and relevant details in the ticketing system to support future service and analysis
Contribute to team knowledge by drafting or updating guides, processes, or FAQs for commonly encountered issues
Participate in assigned technical training to stay current on supported technologies, processes, and college systems
Participate in assigned professional development
Stay informed about system or process changes through team meetings, internal documentation, team updates, or knowledge sharing
Apply newly acquired knowledge to daily support activities
Share insights or recurring problems with the team to inform process improvements or proactive solutions
Maintain accuracy and clarity in documentation to ensure usability by both technical staff and end users
Qualification
Required
Equivalent to an Associate's degree in a relevant discipline or any satisfactory combination of experience and training which demonstrates the knowledge, skills, and abilities to perform the above duties
Preferred
Technical certifications, CompTIA or Microsoft
Benefits
Health, vision, prescription drug, and dental insurance for the employee and dependents
Basic life insurance
AD&D
Long-term disability insurance
Option to purchase additional coverage amounts
Auto insurance at reduced rates
Retirement plans through the Washington Department of Retirement Systems (DRS)
12 paid holidays
12 days of sick leave
3 personal leave days
Vacation accrual of 12-24 days of vacation per year
Up to 5 days of paid bereavement leave
Staff development
Internal and external opportunities for training and development
State Employee Tuition Waiver program
Company
Big Bend Community College
Big Bend Community College is a school in Moses Lake.
Founded in 1962
201-500 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase