Information Technology Specialist 2

Columbia Basin College, WA

Job Level

Entry-level position

Post Date

01/27/2018

Job Category

Specialist / Associate

Sector

Technology

Job Status

Areas of Responsibility

Information Technology

Link to Job Posting

Primary Responsibilities:
Columbia Basin College ("CBC" or the "College") seeks a knowledgeable and customer-focused Information Technology Specialist 2 to support all CBC faculty and staff as a first contact representing the Information Services ("IS") Help Desk. This position supports the day-to-day operation of the Help Desk, the training and leadership of IS student and hourly staff, and assists faculty and staff by providing consultation, design, installation and maintenance of IT hardware and software. The Information Technology Specialist 2 reports to the Information Technology Specialist 3. Closing Date: Open Until Filled (First consideration closes January 28 @ 11:59 p.m. PST)
Oversee the Information Services Help Desk to support classrooms, labs, faculty and staff technology needs; serve as a point of contact in cases of escalation for trouble calls; receive and document calls and emails from customers; provide technical support to classrooms, faculty and staff to resolve problems on Windows and iOS devices, as well as printers and other technology or media related devices; Assign, instruct and check the work of student and/or hourly staff; Image or deploy new systems for faculty and staff computers; Lead, mentor and train student/hourly staff (typical areas include scheduling and budgeting hours; assisting in researching complex problems; assigning tasks to appropriate resources); Coordinate lower-level IS staff to ensure work is performed to department standards; meet work flow and assist in resolving issues related to their areas of responsibility; Coordinate lab and event project staffing with Help Desk service demands; Develop and update Help Desk operation documentation; Develop and conduct training for student/hourly staff on responsibilities, such as Help Desk operations, customer service, troubleshooting and hardware and software support; Gather customer service and equipment needs for client applications, hardware and software products; consult with clients and attend fact gathering sessions; access and retrieve data; analyze problems to determine hardware, software and system functional specifications; Process and coordinate requests for equipment orders and workstation moves; Install system hardware and software; perform standard maintenance, preventive maintenance, modification, testing and debugging; test according to appropriate standards; Run tests using hardware and software diagnostic tools to identify and either resolve or refer problems to other staff for analysis; Provide help desk technical support and/or respond to trouble reports from users; identify and resolve problems within their control; perform component-level diagnostics to determine need for replacement; identify and replace faulty components to board level; Advise and train faculty and staff on the use of systems, hardware and software; research product information; and Other duties as assigned.
Required Qualifications:
Associate's degree or equivalent from a regionally accredited college or university in a Computer Science or IT related field; Five (5) years of work experience in an IT field, demonstrating progressive increases in duties and responsibilities; and Three (3) years of work experience providing front-line IT customer service and technical support. Preferred Qualifications: Bachelor's degree from a regionally accredited college or university in a Computer Science or IT related field.
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; 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; 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; 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; 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; 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; and Technical Skills: Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others. TERMS OF EMPLOYMENT: This position is a twelve (12) month per year full-time represented classified 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, work hours may vary due to work demands and some evening and weekends may be required. This position is overtime eligible, and is available immediately. PROCESS NOTE: 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: Typing, 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. PHYSICAL REQUIREMENTS: Occasional need to lift at least 20 pounds; Frequent repetitive hand and wrist motions; Ability to sit and stand for long periods of time; Frequent need for oral, written and auditory communication. UNION CLAUSE:** This is a bargaining unit position. Pursuant to a collective bargaining agreement, the successful applicant must (1) become a member of the Washington Public Employees Association (WPEA), (2) pay a representative fee, or (3) pay a non-association fee within 30 days of employment.