IT Support Technician 1

The Opportunity: This position provides professional technical support for campus Academic and Administrative technology. It assists campus staff in selecting, procuring, and installing new technology. Respond quickly to student, staff, and faculty requests via phone, email, and tickets., Provide Tier 1 Support for Spanish-Speaking Customers

• Respond to urgent user troubles and requests with patience, calm problem-solving, and technical solutions in a variety of situations including but not limited to network accounts, printing, audio-visual, conferencing, and file shares;
• Create and edit documentation for common questions and issues in both English and Spanish formats.

Customer Service and Support

• Respond to urgent user troubles and requests with patience, calm problem-solving, and technical solutions in a variety of situations, including but not limited to network accounts, printing, audio-visual, conferencing, and file shares;
• Maintain and update the call center procedure manual;
• Coordinate office moves and other scheduled projects (such as PC refreshes), creating tickets, setting appointments, and ensuring availability of the customer and the technicians needed;
• Monitor and receive helpdesk phone calls, tickets, emails, and in-person questions. Determine scope of work and either resolve issues or forward tickets to higher-level IT staff for resolution;
• Communicate with customers regarding outages, system issues, and related information technology issues.

Technician Duties

• Serve as a point of escalation for part-time technicians and student helpdesk workers: Answering questions and assisting with escalation
• Perform technical tasks such as changing and resetting passwords, creating network accounts and mailboxes, and assisting with network account and profile questions
• Train students and part-time workers on help desk applications and processes;
• Remotely troubleshoot issues, maintain user accounts, and maintain the agency-wide phone directory.

Inventory Management *

• Maintain campus IT equipment inventory, ensuring all new assets are entered in appropriate databases when received, and removed from inventories when retired from service;
• Schedule and coordinate disposal of inventory, coordinating with technicians, maintenance staff, and external vendors as necessary;
• Manage paperwork for incoming equipment (packing lists, etc.), ensuring that Business Office procedures are followed for receipt and payment for IT purchases., * Submit a complete application to the online recruitment system at www.skagit.edu that includes the following:
• The online application, which includes answers to all supplemental questions and contact information for at least three (3) professional references;
• A current resume; (Attachment: Resume);
• A letter of interest addressing the minimum, desired qualifications, and your education and experience as it supports the responsibilities of this position; (Attachment: Cover Letter).

In order to be considered for the position, you must complete the online application in full and attach the required supplemental documents. Failure to provide this information may eliminate you from consideration for this position.

Conditions of Employment:

• Prior to employment, 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. Additionally, pursuant to RCW 28B.112.080, applicants must declare whether they are the subject of any substantiated findings of sexual misconduct in any current or former employment or are currently being investigated for, or have left a position during an investigation into, a violation of any sexual misconduct policy at the applicant’s current or past employer. By law, post-secondary education institutions cannot hire an applicant who refuses to declare the existence or non-existence of an investigation or findings subject to this statute.

• 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 Skagit Valley College to maintain an alcohol and drug-free workplace for our employees and students.
• If hired you will be required 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.
• This classification is included in the classified staff bargaining unit, represented by the Washington Public Employees Association, WPEA.

• Experience in customer service;
• Experience in troubleshooting errors, hardware and software;
• Dual Language Requirement: Fluent in oral and written Spanish & English.

Preferred Qualifications:

• Associate degree in Computer and Network Technology or two (2) years of experience in a desktop support position;
• Experience supporting Apple computers and software.

• Salary is based on Range 42, Step A, $3,827 per month, with periodic increments to $4,980 per month. Starting salary may be dependent on education, qualifications, and experience. Salary and benefits are subject to change in accordance with legislative mandates and collective bargaining agreements
• This position is eligible for overtime pay in accordance with the Fair Labor Standards Act and is dependent upon continued grant funding.
• This is a union-represented position subject to a collective bargaining agreement.
• Retirement, medical, and insurance benefits are provided in accordance with state regulations. Additional information on benefits can be found at https://fortress.wa.gov/hca/pebbhealthplan/compare.aspx.

This position is a 100% full-time, classified position working 40 hours per week, 12 months per year onsite at the Mount Vernon Campus.

The Location: Skagit Valley College is on the traditional and unceded territories of the Coast Salish People’s, especially on Swinomish Indian Tribal Community, Upper Skagit Indian Tribe, Samish Indian Nation, Nooksack Indian Tribe, and Sauk-Suiattle Indian Tribe. Located in a geographically diverse region between the dynamic metropolitan hubs of Seattle and Vancouver, BC, SVC is never far from world-class outdoor recreation, urban arts scenes, and local cultural events. SVC serves our local communities with a campus in Mount Vernon, Oak Harbor on Whidbey Island, and centers in Friday Harbor, a Marine Technology Center in Anacortes, and a Brewing Academy in Burlington.

Mission: Skagit Valley College cultivates student learning and achievement; contributes to the educational, personal, and economic success of students; and promotes equitable and thriving communities.

Vision: The primary focus of Skagit Valley College is student-centered teaching and learning. We are committed to:

• Equitable student outcomes in access, achievement, and community;
• Our Guiding Principles;
• Decisions based on strategy and evidence;
• The development of our employees;
• A diverse and inclusive college community where everyone belongs.

Guiding Principles: Respect, Integrity, Open and Honest Communication, Collaboration, and Compassion.

About SVC: Established in 1926, Skagit Valley College is a comprehensive community college within the Washington State Board for Community and Technical Colleges (SBCTC) providing associates and bachelor’s degrees, as well as certificates, in high-quality academic transfer pathways, workforce training, basic education for adults, and lifelong learning opportunities. Our equity goals align with SBCTC’s Vision statement; “Leading with racial equity, our colleges maximize student potential and transform lives within a culture of belonging that advances racial, social, and economic justice in service to our diverse communities.”

SVC’s commitment to equity and social justice drives our collective work to increase access to higher education, inspire student learning and achievement, and strengthen our diverse community. We embrace equity through our core themes of access, achievement, and community by pursuing the continuous examination and revision of norms, policies, and practices to foster the success of all.

SVC aspires to reflect the diverse racial, ethnic, and linguistic demographics in the district, particularly a growing Latinx population. As an emerging Hispanic Serving Institution (HSI) SVC seeks equity-minded leadership, faculty, and staff that are committed to inclusive practices and diverse environments where students from all backgrounds can thrive via multidisciplinary collaboration and the implementation of an array of services. Candidates representing all aspects of diversity are encouraged to apply.

Skagit Valley College offers:

• An unrelenting focus on our mission to improve the lives of our students and to strengthen our diverse community.
• Support for innovative teaching, learning, and scholarship.
• Exciting opportunities for personal and career growth.
• Diverse cultural and environmental benefits of rural, suburban, and urban lifestyles.
• Friendly, supportive, and diverse work environments.
• Excellent benefits include competitive leave packages and an array of health, dental, vision, and retirement plans to meet your current and future needs.