Information Technology Specialist

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

This is a full-time, overtime-eligible position in Computing and Communications on the Olympia Campus of The Evergreen State College.

This position is a senior technical support leader for the college to ensure that all customer expectations are met or exceeded. This entails direct supervision of one ITS2 position, one ITS3 position, and student/hourly technical staff. This position monitors ticket metrics, ensuring that tickets are being escalated appropriately and efficiently, leverages staff resources to their best use, and ensures that standards and processes are followed. This position also acts as a primary escalation point for complex technical problem resolutions that cannot be resolved by lower level staff.

The Technology Support Center (TSC) is the primary point of customer contact and support all technology related issues at the college. The team provides primary issue support, resolution, and appropriate escalation for faculty, staff, and students regarding computer hardware, software, accounts, and web applications and provides general technology and IT security awareness trainings.

This position is a senior technical support leader within Academic Technologies. As the central technology work unit that oversees technical support for students, staff, and faculty, this position’s primary responsibility is to oversee and manage the TSC. This position reports to the Director of Academic and Enterprise Technologies.

• Oversee 100% of the support requests, incidents, and problems:

  • Manage, coordinate, and when escalated, resolve urgent and complex technical issues including troubleshooting network accounts and email issues using Active Directory User & Computer Tools. 

  • As the advanced technical support position, act as escalation point for all support requests and incidents from the TSC that cannot be resolved at the lower level. 

  • Maintain ticket escalation processes to ensure free flowing escalation within the organization and resolving high level technical issues.

  • Determine root cause of issues using advanced knowledge of productivity tools, permissions, and accounts.  

• Represent college-wide computing standards across the enterprise and report key stakeholder information back to system administrators and application developers.

• Provide supervision for two Information Technology Specialist positions and at least five student positions and interns:

  • Plan and assign work; shift priorities as needed.

  • Approve and deny leave requests and certify time.

  • Complete professional development plans annually.

  • Address performance issues and recommend disciplinary measures as necessary.

  • Provide training road mapping and conduct regular trainings for all staff, both in technical and customer relations subject matters.

  • Coordinate hiring for open positions.

• Provide advanced troubleshooting and triage for all college custom web applications and third party COTS integrations that are a part of the C&C application portfolio.

  • Provide direct application support for a suite of web applications that support critical workflows to the college. This includes but is not limited to academic applications such as the college Learning Management system, scheduling system, evaluations to administrative systems such as time and leave, content management system, Sophos, and CashNet.  

  • Assist the application development team and end users in testing new releases of college web applications by attending project meetings, participating in tests and assisting with the creation of desktop support related documentation.

  • With an advanced knowledge of database driven web applications, provide the Enterprise Applications team with clearly documented diagnostics for escalated software development issues. 

  • As the Technical Support Lead, act as a key liaison with other technical teams in providing user-centric application design, implementation, and support strategies for large application development and application integration projects.

• Provide advanced level technical knowledge of account/security issues to be a point of escalation for troubleshooting all account/access issues for the college

  • Use existing identity management (IDM) applications to create, modify, deactivate, and troubleshoot network accounts within an Active Directory environment.

  • Use administrator access within Ellucian’s Banner to create Banner accounts, assign security groups, and resolve security related issues. 

• Participate in projects as the C&C technical support leader:

  • Act as a project team member representing the support requirements for the college by participating in technical team meetings, providing input and assisting with the implementation and maintenance of technology systems. 

  • Provide leadership and oversight for technical documentation and customer-centric training strategies for technical projects.

  • May serve as project lead by conducting needs assessments, coordinating project meetings, and assisting with technical work.

• Plan, consult, coordinate, and direct the installation of employee desktop hardware and software across the enterprise.

  • Coordinate life-cycle analysis to determine replacement schedule for college client computing.

  • Coordinate installation of supported systems and desktop security strategies for college owned computing platforms.

• Exceptional customer service skills including the ability to communicate appropriately and effectively with a large and diverse customer base.

• Excellent oral, written and interpersonal communications skills.

• Ability to successfully supervise and motivate an IT support team.  

• Knowledge of desktop and device diagnostic and troubleshooting methodologies including Windows, Mac, and mobile devices.

• Ability to both manage singular priorities as well as multi thread in a fast-paced help desk environment with frequent interruptions.

• Knowledge of web application infrastructure frameworks and advanced skill in diagnosing and troubleshooting end user issues.

• Knowledge of identity management applications including active directory and network accounts.

• Knowledge of enterprise resource planning (ERP) applications.

• Ability to use web resources and other tools used to provide technical support in a help desk environment. 

• Ability to create end user and technician documentation for supported systems.

• Advanced knowledge and ability to use / support versions of Windows, Macintosh and MS Office.

• Ability to analyze reports and identify support trends.

• Ability to lead projects and skill in providing project consultation, conducting needs assessment, analyzing workflow, and performing testing. 

• Basic understanding of budgeting for student technician scheduling.

• Ability to consult with system managers in troubleshooting complex hardware and software and web application problems. 

• Ability and willingness to work collaboratively and independently in a culturally diverse community.

• Ability to complete tasks independently.

• Bachelor’s degree.

• Four years of information technology experience such as analyzing, installing, and/or maintaining computer software applications, hardware, or providing customer or technical support in information technology.

• Three years of experience coordinating or managing a technology support desk team including staff supervision.

• Two years of experience providing customer support or customer relations services.

• Must provide proof of identity and employment eligibility within three days of beginning work.

• This position is part of a bargaining unit and covered by a collective bargaining agreement.

• 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.

A full state benefits package which includes: paid sick and vacation leave; paid campus holidays; a generous medical, dental, life and disability insurance package for employees and dependents; retirement; deferred compensation and optional supplemental retirement accounts. For more information about Evergreen’s excellent employee benefits, please view http://www.evergreen.edu/payroll/benefits.htm