Columbia Basin College ("CBC" or the "College") seeks an IT Customer Support – Journey to provide professional, technical support for all campus computing labs and classroom computers, and administer the virtual desktop technologies in these areas. This position directly contributes to the College's mission of student success by ensuring the student and instructor workstations are secure, current and in proper working order. This position reports to the Assistant Director for IT Customer Success.
This position is open until filled. First consideration will be given to applicants whose complete application has been received by February 9, 2020 @ 11:59 PM Pacific Time.
Administer, configure, maintain, monitor and troubleshoot the College's computer labs in consultation with the faculty and staff who utilize them;
Work collaboratively with customer success staff on lab and classroom related tasks;
Consult with lab stakeholders to determine the hardware and software requirements necessary to support instruction;
Deploy operating systems, software and configurations to all lab and classroom workstations; test configurations and systems according to standards to ensure quality;
Maintain lab systems through use of remote console (DeepFreeze) to ensure desktops maintain their original configuration;
Troubleshoot and resolve hardware and software service requests; maintain logs of asset-specific metadata in inventory database;
Review system logs and messages as necessary to identify events and errors on computers and IT tools (DeepFreeze, Symantec, MalwareBytes and Ninite);
Create and deploy scripts to streamline system maintenance and user support; communicate regularly with department staff and campus members;
Configure, deploy and troubleshoot software applications for campus computer labs and classrooms;
Plan and schedule the installation of new or updated operating systems and software using remote management tools (DeepFreeze, Symantec, MalwareBytes, and Ninite);
Configure and modify user accounts and Group Policy in appropriate Active Directory containers;
Analyze, troubleshoot and resolve updates and deployment failures; deploy and patch software on all campus computers using Ninite console;
Install, configure and maintain virtual desktop infrastructure (VDI) used for instruction based on instruction needs; troubleshoot VDI system and errors for faculty and students;
Gather requirements from lab computing, including, special use-cases for Computer Science and Project Management programs;
Design the virtual desktop environments for class use;
Write and implement scripts to automate class membership, desktop creation and other tasks as needed;
Create and maintain "golden images" as needed, including, installing operating system updates;
Create and support test environments for experimental hardware and software combinations;
Evaluate new hardware and software releases and configurations to find faults in existing environments and/or improvements in processes and configurations;
Test scripts to automate functions within IT environment;
Support and train customers with technology needs; train users on new equipment and software installs in multiple computer labs;
Serve as tier two technical support on technical issues unable to be resolved by entry level support staff;
Develop and conduct software and system training for users; create effective support and FAQ documentation; and
Perform other duties as assigned.
SKILLS & ABILITIES:
Analytical Skills: Synthesize complex or diverse information; collect and research data; use intuition and experience to complement data; design work flows and procedures;
Problem Solving Skills: Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics;
Technical Skills: Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others;
Customer Service Skills: Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments;
Professionalism: Ability to approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments;
Interpersonal Skills: Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to others' ideas and try new things;
Oral Communication: Ability to speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings;
Written Communication: Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; present numerical data effectively; able to read and interpret written information;
Quality: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality;
Safety and Security: Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly;
TERMS OF EMPLOYMENT:
This position is a twelve (12) month, full-time, overtime exempt represented classified staff position. The typical work hours for this position are Monday through Thursday from 7:00 a.m. to 4:30 p.m. and Friday from 7:00 a.m. to 12:00 p.m., however, must be available to work a flexible schedule when prior notice is given by the College. This position is available immediately.
Prior to a new hire, a background check including criminal record history will be conducted. 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.
**Please note that selected interview candidates will be subject to supplemental testing that will measure skills and abilities in the following areas: Grammar and basic skills in Word and Excel.
CONDITIONS OF EMPLOYMENT:
In the interest of providing a healthy, safe and secure educational and work environment, and in order to meet the requirements of federal legislation, it is the policy of Columbia Basin College to maintain an alcohol and drug-free workplace for our employees and students.
If you are hired, you will need to provide proof of identity and documentation of U.S. citizenship or appropriate authorization to work in this position as required by the Immigration Reform Control Act of 1986.
Columbia Basin College operates under an approved affirmative action plan and encourages applications from persons of color, women, veterans and persons of disability. The Human Resources Office is accessible to those with disabilities. If you need accommodation in application or employment, contact the Human Resources Office at (509) 542-4740.
Occasional need to travel to/from buildings on campus and to remote campuses;
Ability to sit or stand for prolonged periods of time;
Occasional need to lift at least 30 pounds;
Frequent repetitive hand and wrist motions;
Ability to twist and turn in standing or sitting position to work with computers in the lab; and
Frequent need for oral, written and auditory communication.
This is a bargaining unit position represented by the Washington Public Employees Association (WPEA). Internal promotional, transfer and voluntary demotion applicants who have skills and abilities to perform the duties of the position will be considered prior to consideration of other applicants.
Associate's degree in Computer Science, IT or related field from a regionally accredited college or university;
Four (4) years of progressively responsible experience in technical IT support and administration such as, desktop administration, system administration, direct customer technical support, and virtual desktop administration and maintenance; and
Valid U.S. driver's license or ability to obtain one before date of hire.
Bachelor's degree in IT, Computer Science or related field from a regionally accredited college or university.
Columbia Basin College (CBC) serves the citizens of Benton and Franklin counties in Washington state with two-year associate degrees for transfer to a four-year university, and applied degrees for workforce employment. CBC also provides one-year certificates and basic skills for those pursuing a GED or high school diploma. CBC serves approximately 7,000-8,000 students each quarter.Columbia Basin College now offers bachelor degrees in Nursing, Project Management, Applied Management, Cyber Security, Information Technology, and Dental Hygiene. These bachelor degrees are in direct response to the needs of our community. As a result of community needs, Columbia Basin College has recently opened our new state of the art Social Sciences and World Languages Center at the Pasco campus.In July 2017, CBC will open its second, four-story Health Science Center in Richland. In addition to training CBC healthcare professionals, the Wortman Medical Science Center will also be a functional medical clinic as part of Kadlec Regional Medical Center’s family medicine residency program.CBC will open a student housing facility in September. This first phase will house 125 students.Columbia Basin Co...llege continues its rich tradition of meeting our community's needs with a dynamic faculty, state-of-the-art facilities, and a diverse student body from all walks of life.