IT Support Technician 1

Skagit Valley College•Mount Vernon, WA

1d•Onsite

About The Position

The IT Support Technician 1 provides professional technical support for campus academic and administrative technology at Skagit Valley College’s Mount Vernon Campus. This is a full-time classified position working 40 hours per week, 12 months per year, onsite. The role responds to student, staff, and faculty requests through phone, email, tickets, and in-person interactions, and assists campus staff with selecting, procuring, and installing technology. The technician provides Tier 1 support, including support for Spanish-speaking customers, and troubleshoots network accounts, printing, audio-visual equipment, conferencing, file shares, hardware, and software. The position also supports helpdesk operations and campus IT inventory, coordinates scheduled technology projects, and serves as an escalation resource for student helpdesk workers and part-time technicians.

Requirements

Experience in customer service.
Experience troubleshooting errors, hardware, and software.
Fluency in oral and written Spanish and English.

Nice To Haves

Associate degree in Computer and Network Technology, or two years of experience in a desktop support position.
Experience supporting Apple computers and software.

Responsibilities

Provide Tier 1 support for Spanish-speaking customers and create or edit common-issue documentation in English and Spanish.
Respond to user problems and requests with patient, calm troubleshooting and technical solutions, including issues involving network accounts, printing, audio-visual equipment, conferencing, and file shares.
Monitor and respond to helpdesk phone calls, tickets, emails, and in-person questions; assess the scope of work, resolve issues, or forward tickets to higher-level IT staff.
Maintain and update the call center procedure manual.
Coordinate office moves and scheduled projects such as PC refreshes, including creating tickets, scheduling appointments, and coordinating customer and technician availability.
Communicate with customers about outages, system issues, and related IT matters.
Serve as an escalation point for part-time technicians and student helpdesk workers by answering questions and assisting with escalations.
Change and reset passwords, create network accounts and mailboxes, and assist with network account and profile questions.
Train students and part-time workers on helpdesk applications and processes.
Remotely troubleshoot issues, maintain user accounts, and maintain the agency-wide phone directory.
Maintain campus IT equipment inventory, recording new assets and removing retired equipment from inventories.
Schedule and coordinate disposal of inventory with technicians, maintenance staff, and external vendors as needed.
Manage paperwork for incoming equipment, including packing lists, and ensure Business Office procedures are followed for IT purchase receipt and payment.