IT Support Analyst – HigherEdJobs
Job Description
Job ID: 13332
Location: Cascadia College
Full/Part Time: Full Time
Regular/Temporary: Regular
About Us
Cascadia College is seeking highly motivated individuals who are interested in being part of a small yet dynamic community, with a faculty and staff that are dedicated to meeting the needs of our intersectional, diverse students. Cascadia College is committed to creating and supporting an equitable and inclusive faculty, staff, and student population centered on dismantling systemic oppression and historic marginalization. Individual differences are celebrated in a community of learners focused on social justice, diversity, equity and inclusion.
Application Instructions
Vacancy Announcement
IT Support Analyst – Entry
Classified #482CS
Priority Consideration Date: November 23, 2023 at 11:59pm
ATTENTION CANDIDATES
In order to submit a complete application andbe considered bytheSearchCommittee, please attach all of the following to youronlineapplication:
- Equity Statement (expected length 300-800 words) must include each of the following:
- Adescriptionof a time when you recognized an equity issue. What was the issue? What did you do to make a difference? What did you learn about equity through this experience?
- A detaileddescriptionof how you are seeking to learn more about equity related issues including but not limited to race, gender, LGBTQ+,disability (ableism),age (ageism),socioeconomic class,and body diversity.
- An explanation of how you will contribute to equity at Cascadia (i.e. with students, in your work group, in cross-departmental committees), as well as actively work against the institutionalized norms of oppression against historically marginalized people.
- Cover Letter (not to exceed 1,000 words) that specifically addresses how your qualifications and experiences meet or exceed the minimum qualifications, preferred qualifications and the characteristics of the position.
- Resume or Curriculum Vitae
Position Overview
The IT Support Analyst (OFM class name: IT Customer Support – Entry) provides college students, faculty and staff the technology support services they need to enable learning and perform job duties. Under the general supervision of the Technology Services Manager, this position provides professional, Tier 2, technical support for campus academic and administrative technologies. This position responds quickly to classroom and security incidents as critical issues for the college, troubleshooting and diagnosing these complex issues. This position also provides Audio Visual (AV) and media support in classrooms and for events on campus. Additionally, under the guidance and direction of Systems Administrators or Information Services management, this position will participate in upgrade and implementation projects in support of campus initiatives.
As the IT Support Analyst, it is expected that the following qualities will be demonstrated daily: a high degree of understanding and empathy for all students, faculty, staff, and visitors, as well as the ability to encourage the inclusion of all voices in decision-making, promoting equity in all areas, and actively working against institutionalized norms of oppression against historically marginalized people.
Employee Type: Full Time Classified, Permanent
Intiial Salary: $4,948.00 – $5,598.00 Monthly DOE + 5% King County Premium Pay (KCPP)
Supervising Position: Technology Services Manager
Essential Duties
End User Support
- Complete assigned tickets in accordance with Information Services (IS) department Service Level Agreements (SLA) by analyzing and resolving software and hardware problems independently or with the assistance of the IS Team and vendor resources including, but not limited to:
- Perform routine preventative maintenance on desktops, laptops, tablets, AV equipment, and peripherals
- Perform routine maintenance on software applications (upgrades and updates) for both Windows and Mac platforms
- Perform desktop and laptop installation moves, adds and changes
- Perform software application installations, adds and changes including necessary testing and licensing verification for compatibility and compliance within the College’s existing systems for both Windows and Mac platforms
- Resolve issues related to ctcLink (PeopleSoft) including addition of or removal of security roles/access, working with SBCTC to resolve complicated issues with no obvious local solution and issues related to browser or local device configuration
- Resolve routine printing problems including coordinating with the College’s multifunction device provider(s) to address services relating to network printing
- Research, recommend and order equipment, software and supplies as dictated by routine operational requirement
- Set up and operate AV equipment as needed to support classrooms and events, coordinate with event managers as appropriate
- Provide guidance to faculty/staff who are attempting to access College systems using personally owned devices including personal computers, laptops, tablets and smartphones within the guidelines of Washington State and College policies
-
- Conduct user training as needed for both computer and telephony services
- Document processes and procedures for end users and internal stakeholders
Operational Duties
- Create, test and deploy desktop images on both Mac and Windows platforms
- Ensure that all applications are appropriately licensed and controlled in accordance with licensing rights and maintain licensing records
- Maintain technical inventory and equipment surplus in accordance with established policies
- Participate in employee onboarding and offboarding activities including creating and removing security roles in both ctcLink and Active Directory, reclaim of or distribution of needed hardware and assignment or removal of appropriate software licenses to ensure proper compliance
- Document all changes and new services implemented as a part of this function for end-users as well as co-workers
- Attend regular team meetings and provide insight and support in addressing issues related to end-user support and IS operational processes
Other Duties
- Assist other Information Services staff with scripting, basic programming, or computer analysis
- Assist in staffing the Help Desk as needed
- Work with vendors for cabling and network needs
- Perform other duties as assigned to support the Information Services in achieving its service objectives
Education and Experience:
Minimum Qualifications
- An Associate’s degree, Technical degree OR two years of experience in a desktop support position
- One year of experience in a customer service position
- One year installing, maintaining and supporting PC hardware, software and peripherals
- Proficiency with current Windows operating systems and Microsoft Office
- Demonstrated strong interpersonal, telephone, email and communication skills
- Demonstrated strong organizational skills and ability to handle multiple tasks simultaneously and determine priorities
- Ability to work independently with minimal supervision
- Demonstrated commitment toequity and inclusionand the ability to support a diverse workplace and educational environment
Preferred Qualifications
- A Bachelor’s degree in a related field
- Experience in a professional Tier 1 or 2 technical support position
- Experience with ctcLink (PeopleSoft)
- Experience supporting media and audio/visual equipment
- Experience supporting Apple computers and software
- Experience supporting technology in higher education
- Experience with Microsoft SCCM
- Technical certifications supporting competency in Microsoft or MacOS operating systems, desktop applications, server operations or desktop hardware and/or printers
- Knowledge of Learning Management Systems (CANVAS)
- Knowledge of security and data protection policies (FERPA, HIPAA, PII, etc.)
- Ability to successfully communicate (written and orally) in a language in addition to English
Terms of Employment
This is a full-time twelve month classified po
Cascadia College employees receive a 5% King County Premium Pay in addition to base salary for the 2023-2024 Fiscal Year.
This position has been designated as a bargaining unit position by the Washington Public Employees Association. Following a successful probationary/trial service period, employees attain permanent status.
Cascadia College offers a comprehensive benefit package including tuition fee waiver.
Physical Work Environment
Semi-Sedentary Work: Involves staying in a stationary position to a significant degree. Jobs are sedentary if moving is required only occasionally and all other sedentary criteria are met.
The College is currently in hybrid operations, with many assignments completed in an online environment during this time. Full-time employees are expected to be on-campus at least three (3) days per week with the option to work remotely for the remainder of their working days. Employees will need to provide their own remote workspace and internet access, noting the College will provide technical equipment and support for online work needs. During on-campus operations, this position will perform work in a standard office setting, use standard office equipment and physically attend meetings both on and off campus and requires the ability to communicate in person or through appropriate means.
Positions in this class typically require: operating a computer, communicating, observing, repetitive motions such as bending, climbing, crawling or being able to accomplish similar activities with or without reasonable accommodation. Exertion of 10-30 pounds of force occasionally and/or a negligible amount of force frequently or constantly to transport, put, install, remove, or otherwise move objects, including the human body, with or without reasonable accommodation may also be required. Work is primarily performed at the Cascadia College campus, in an office environment and requires standing and/or sitting and using computers for extended periods of time.
Benefits
Cascadia College offers comprehensive Benefits packages to support you and your family in a variety of ways. All eligible employees, retirees, and their dependents are offered: medical, dental, and vision plan options; life insurance; long-term disability insurance; medical and dependent care reimbursement accounts; leave programs; employee assistance programs; tuition waiver; optional credit union participation; optional home/auto insurance, and retirement planning.
To learn more about the benefits offered here, please click on the Employee Benefits tab located on our Jobs at Cascadia webpage or click here: https://www.cascadia.edu/discover/about/jobs/default.aspx#benefits
Campus Safety
In recognition of the Jeanne Clery Act, information on our campus safety can be found at www.uwb.edu/safety.
Cascadia Commitment
Cascadia College is committed to creating and supporting a diverse faculty, staff and student population. Individual differences are celebrated in a community of learners focused on diversity, equity and inclusion. Cascadia does not discriminate on the basis of race, color, religion/creed, sex/gender, sexual orientation, national origin, citizenship or immigration status, age, genetic information, marital or honorably discaharged veteran or military status, or the presence of any sensory, mental or physical disability, and is prohibited from discrimination in such a manner by college policy and state and federal law. Persons with disabilities needing assistance in the application process may make request to the Human Resources Office by calling (425) 352-8880.
jeid-917a161686008745b7da9ab7ab084a38