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IT Customer Support - Entry (Non-Permanent)

Company: Columbia Basin College
Location: Pasco
Posted on: June 8, 2021

Job Description:

Columbia Basin College ("CBC" or the "College") seeks an IT Customer Support Entry (Non-Permanent) to backfill various customer support and system administration tasks during the implementation of ctcLink project at CBC. The Information Services (IS) department supports the mission of the college by managing and maintaining systems critical to student success, including infrastructure and hardware (networking equipment, servers, computer workstations), software (desktop and web applications) and providing technical support to CBC students, faculty and staff. 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 April 5, 2021 @ 11:59 PM Pacific Time.

Primary Responsibilities:Perform customer support for desktop and enterprise applications; Resolve support tickets related to various desktop and enterprise applications used at CBC; escalate tickets to higher IT staff if necessary; Work with end users to identify, troubleshoot and resolve software issues with applications such as Microsoft Office suite, Adobe suite, Zoom, Microsoft Forms and others; Perform basic system administration tasks; reset passwords and perform login troubleshooting in Active Directory, Office 365 and related systems, including the state HP system; troubleshoot login issues and escalates to higher IT staff if necessary; Assist with account creation, maintenance and administration; assist with account permissions and security roles; troubleshoot permission and license assignment issues; Perform HP system administration tasks; reset passwords for HP user accounts; Follow procedures to schedule, monitor and troubleshoot HP jobs; monitor ad-hoc systems, such as ByRequest and others; Perform helpdesk administration tasks; ensure appointments are kept; ensure established procedures are followed; Assign tickets to student employees; serve as second line escalation point for tickets not able to be resolved by front line student employees or technicians; Use judgement based on available resources, personnel and technical knowledge to deliver timely and accurate service to the campus faculty and staff; and Perform other duties as assigned.

Required Qualifications:

Associate's degree in IT or related field from an institutionally accredited college or university; Two (2) years of IT helpdesk experience; and One (1) year of experience in a leadership position.

Preferred Qualifications:

Bachelor's degree in IT or related field from an institutionally accredited college or university; Familiarity with Active Directory and Office 365/Azure AD; Familiarity with CBC enterprise application software.

To view a complete position description and/or apply, please visit our website at CBC is an Equal Employment Opportunity/Affirmative Action Employer. Protected groups are encouraged to apply.

Keywords: Columbia Basin College, Pasco , IT Customer Support - Entry (Non-Permanent), Other , Pasco, Washington

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