Pierce College District Hiring for IT Customer Service Entry at Lakewood, WA Full Time

PIERCE COLLEGE

A Community College District in Puyallup and Lakewood, Washington invites applications for the position of:

                                               IT Customer Support Entry

SALARY:                               $4,608.00 – $5,345.00 Monthly

                                               $55,296.00 – $64,140.00 Annually

OPENING DATE:                  11/02/21

CLOSING DATE:                  11/16/21 05:00 PM

POSITION SUMMARY:

Recognized by the Aspen Institute as one of the Top 10 community colleges in the nation, Pierce College is an innovative and mission-driven community college committed to antiracism and excellence to equitably support all students achieve their academic and professional goals. Check out our Aspen Institute RisingStar Award.

The mission of Pierce College is to create quality educational opportunities for a diverse community of learners to thrive in an evolving world.

The Information Technology department is a customer service support organization. Its mission is to provide students, faculty and staff with current technology and support for technology that will increase their abilities to learn, teach and administer the college. Long-term, we strive to support Pierce College District’s growing dependence on technology and the associated increase of customer expectations for capacity, availability, reliability, and access.

This position provides technical support to Pierce College students, faculty, and staff at the main campus and remote education centers. This is a Tier 2 Customer Support Unit responder performing complex issue resolution for incoming help requests from the end user: installing and upgrading software, installing hardware, configuring systems and applications.

About the District: The College enjoys a strong presence in the community and participates in numerous partnerships with business, community, government, and educational organizations. The campuses have modern facilities that include state-of-the-art teaching and learning spaces; an immersive, full-dome digital planetarium; child development centers; and health education centers, all with a beautiful view of nearby Mount Rainier. Want a feel for our District? Take a peek at our Campus views!

As a condition of employment your vaccine status will be verified upon hire. Please reach out to the HR Office at [email protected] if you need information on medical or religious accommodation.

Pierce College Fort Steilacoom – Located on a beautiful 140-acre site adjacent to a 340- acre community and recreational park, including Waughop Lake.

Pierce College Puyallup – Located on a luscious site with 125-acres of wooded land with beautiful hideaways.

Pierce College at Joint Base Lewis-McChord – Located at the Joint Base Lewis-McChord (JBLM) military sites, serving many of our military and active duty families that are serving our country.

Tier 2 Advanced Customer and Desktop Support:

Responds to and successfully resolves tier 2 trouble tickets addressing unusual situations, requiring analysis and discernment.

Performs 2nd Tier IT customer and technical support for all staff, faculty and students. Configures and troubleshoots network equipment.

Develops and implements emergency fixes and resolves hardware system problems. Works with vendors to implement and troubleshoot new third-party systems.

Performs network administrator duties supporting, maintaining, and enhancing existing applications and hardware for specific student, staff and community populations.

Develops routines and standards of practice to complete tasks.

Installs and configures hardware for computers, mobile devices and network equipment. Applies new technology; researches, operates, maintains and facilitates deployment to the customer.

Troubleshoot, diagnose and resolve complex hardware and software issues.

Performs 2nd Tier for all trouble tickets on the Microsoft Skype for Business enterprise phone system.

Maintain and troubleshoot voice over internet protocol system issues.

Provides system outage and status communication to users; escalates according to established procedures.

Develops and documents procedures and processes in support of end-user self-service. Manage end user device access to WIFI systems.

Consult with customers and other IT personnel on complex network or application use problems. Manage fleet of Chromebook and Microsoft Windows laptop devices across the Pierce College District.

Creates “How to” technical documents for students, staff and faculty.

End-user Level Security and Access Management:

Creates, monitors, and manages Microsoft Exchange, Office 365 and Active Directory accounts and configurations for student, faculty, vendor, and staff email and collaboration services.

Manages network shares and groups for campus-wide and departmental security access needs. Collaborates with vendors while on-site to resolve hardware issues.

Develops incident response procedures to virus/malware threats. Ensures confidentiality, integrity and availability of user’s computer data. Manages security patch updates to computer operating systems.

Educate staff on potential security threats, via email and trainings.

Remote manage Apple Macintosh computers across the Pierce College District using JAMF Pro Console.

Maintenance, Development, Modifications, Testing, and Deployment:

Independently consults with customers to identify, analyze, and resolve software/hardware issues. Coordinates and performs installations, moves, and changes, creates and tests standard PC imaging for installation on computer workstations.

Supports and enhances existing applications in compliance with specification standards. Conducts unit, and system usability testing.

Tests and executes software bug fixes.

Creates service outcomes to evaluate the efficiency and effectiveness of the customer support center and apply results in increasing productivity, professionalism and improving service quality.

QUALIFICATIONS:

Required Education:

• 2-year degree in Computer Science (or a related field) OR some satisfactorily completed college- level coursework in Computer Science (or a related field) AND an equivalent amount of relevant experience.

• 4-years of relevant experience working with advanced hardware, software, and diagnostic processes OR 2-years of relevant experience AND an equivalent amount of education.

Required Knowledge, Skills and Abilities:

• Ability to work cooperatively with others, participates and fosters teamwork, and has a positive influence on others within a team.
• Skillfully seeks opportunities to work on teams as a means to develop experience and knowledge. Ability to express disagreement constructively (e.g., by emphasizing points of agreement, suggesting alternatives that may be acceptable to the individual/group).
• Ability to verbalize with supervisor and co-workers regarding the technical approach taken in problem solving. Ability to effectively interact with other individuals as well as internal and external organizations. Keeps his/her manager informed about progress and problems; avoids surprises.
• Ability to work in a high volume environment and respond to any IT administration and/or service interruption/problems, and focus on collaborative solutions to those problems until resolved.
• Skillfully demonstrates openness to new organizational structures, procedures, and technology. Skillfully demonstrates a willingness to modify a strongly held position in the face of contrary evidence.
• Ability to enhance customer satisfaction by improving efficiency and effectiveness of service delivery.
• Possess personal characteristics that are needed to meet the industry standards for professionalism and demands of the workplace.
• Meets productivity standards, deadlines and work schedules.
• Skillfully model and maintain the values of candor, openness, inclusiveness and honesty. Skillfully build and maintain the trust of others.
• Ability to independently solve IT problems, including defining & analyzing the problem, identifying & testing solutions, choosing & implementing the best solution, documenting the changes as needed, and evaluating the outcome.
• Ability to anticipate client needs before they arise and presents solutions to project management that encompass issues at hand. Understands expectations that were set with client and recognizes when issues/events may affect delivery.

APPLICATION PROCESS:
Application Requirements:

• To be considered for this position, applicants must:
• Meet the required qualifications as outlined in this announcement. Complete the online application profile at http://www.pierce.ctc.edu/dist/hr/. Apply for the specific job opening.
• Upload (attach) a cover letter that addresses how you meet the required qualifications as outlined in this announcement. At Pierce College, we value culturally competent and compassionate individuals who bridge diverse backgrounds and perspectives in support of academic equity and excellence. In your cover letter, please address how you will support the mission of Pierce College to create quality educational opportunities for a diverse community of learners to thrive in an evolving world. Please include in your response how your previous education and/or professional experience contribute to your effectiveness in promoting a climate of student success for a diverse community of learners. (Cover Letter)
• Upload (attach) detailed résumé of all educational and professional experience. (Résumé)
• Transcripts are not required in order to apply for this position; however, if you are selected for an interview, you will be asked to bring copies of unofficial transcripts showing completion of the required level of education. Please upload current copies of your transcripts, if available. Unofficial copies of all college and university transcripts must include degree received and conferral date. International transcripts must include a foreign transcript evaluation. For a list of approved credential evaluation services visit: www.naces.org/members.htm (Unofficial transcripts acceptable for application process; official transcripts required upon hire). (Transcripts)
• Upload (attach) a list of at least two professional references with names, addresses, telephone numbers, and e-mail addresses. Letters of recommendation will not be accepted. (References)

1. Briefly describe how you have worked in your previous or current positions to advance equity, diversity, and inclusion in your organizations and how you would do that in this position. Please limit your response to a maximum of 500 words.

Special Note: To ensure consideration, application materials should be received no later than 5:00p.m. on the closing date.

Terms of Employment:

This is a full-time (40 hours per week) classified, overtime-eligible, position with Pierce College District. The primary work location will be Pierce College Puyallup, but infrequent travel to Pierce College campuses or sites may occur. Work hours are between 8:00 a.m. and 5:00 p.m. Monday through Friday. This position may be subject to reassignment between campuses or sites.

Salary & Benefits:

The starting salary range of this position is $4,608.00 – $5,345.00 monthly (dependent upon qualifications), with annual periodic increments up to $6,047.00 monthly. However, your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long- term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided. For more information, please visit our Benefits and Leave website at: https://www.pierce.ctc.edu/hr-benefits.

Physical Work Environment:

This position works indoors in an office environment. During this time, core staff approved by their supervisors to come onto campus are covered by a safety plan that follows social distancing and Personal Protective Equipment (PPE) protocols. This includes minimizing close contact by limiting time on campus; conducting meetings virtually; and implementing other creative strategies to reduce the density of employees on campus to keep everyone safe.

Reasonable Accommodation:

Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the District Human Resources Office by calling 253-964-7342.Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the state’s free telecommunication access service.

Screening & Interview Process:

Only those candidates who have complied with the application process and meet the required qualifications will be considered. Following the review of application materials, the most qualified candidates will be contacted for an interview. Check the email account you used for the application process for communication regarding the status of your application. Application materials submitted to Pierce College are the property of the College and will not be returned.

Please note: This is a competitive selection process. Your application materials will be reviewed and evaluated based on the minimum qualifications listed for the position. Applicants whose qualifications most closely correspond to the District’s needs will be eligible for further consideration. Notification of application status normally occurs 4 to 6 weeks after the closing date. Short notice may be given to applicants to participate in further selection processes which may include written, oral and performance examinations, and final interviews.

Conditions of Employment:

An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H-1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire. Pierce College has adopted a Drug Free Workplace policy. As a condition of employment, employees must agree to abide by the requirements established in that policy.

As a condition of employment, your vaccination status will be verified upon hire. Please reach out to the HR Office at [email protected] if you need information on medical or religious accommodation.

This position has been designated as a bargaining unit position represented by the Washington Public Employee Association (WPEA).

Equal Opportunity:

The Pierce College District is an equal opportunity employer. The Board of Trustees and Pierce College District are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and personnel practices. Decisions are made without regard to race, color, national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veteran or military status, or use of a trained guide dog or service animal.

For more information about this position or assistance regarding your application, contact Human Resources at: [email protected].

Questions regarding equal employment opportunities or discrimination may be directed to the following:

Sean Cooke
Title IX Coordinator
9401 Farwest Drive SW
Lakewood, Washington 98498
(253) 840-8472

Holly Gorski
Vice President for Human Resources
(253) 964-6519

Paula Henson-Williams
District Affirmative Action Officer
(253) 864-3229

APPLICATIONS MAY BE FILED ONLINE AT:

https://www.pierce.ctc.edu/hr