IT Support Technician 2

Skagit Valley College • Mount Vernon, WA

3d • Onsite

About The Position

This position provides professional technical support for campus academic and administrative technology at Skagit Valley College. It assists campus staff with selecting, procuring, and installing technology and responds to student, staff, and faculty requests by phone, email, tickets, and in person. The position is full-time, classified, works 40 hours per week year-round, and is onsite at the Mount Vernon Campus.

The role covers customer service and help desk support, desktop and classroom technology, network and telecommunications, printing, and event and conferencing technology. It provides a point of escalation for technicians and help desk workers, supports implementation of technology projects, and assists with equipment and systems used across classrooms, offices, and conference spaces.

This union-represented position is eligible for overtime pay in accordance with the Fair Labor Standards Act and is dependent upon continued grant funding. The position is subject to a background check and applicable employment declarations. Salary is based on Range 46, Step A, at $4,201 per month, with periodic increments to $5,506 per month; starting salary may depend on education, qualifications, and experience. Retirement, medical, and insurance benefits are provided in accordance with state regulations.

Requirements

• Experience in customer service.
• Experience troubleshooting errors, hardware, and software.

Nice To Haves

• Associate degree in Computer and Network Technology.
• Two years of experience in information technology-related activities, such as testing, installing, maintaining, and supporting hardware and software products.

Responsibilities

• Respond to urgent user problems and requests involving network accounts, printing, audio-visual equipment, conferencing, and file shares.
• Maintain and update the call center procedure manual.
• Use help desk systems to track and troubleshoot uncommon user issues.
• Monitor and receive help desk phone calls, tickets, emails, and in-person questions.
• Serve as an escalation point for technicians and help desk workers by answering questions and assisting with escalations.
• Train students and temporary workers on help desk applications and processes.
• Prepare, image, and deploy desktops, laptops, peripherals, and audio-visual equipment.
• Provide in-person support and troubleshoot classrooms, offices, printers, and network issues.
• Assist IT staff with implementing software, hardware, and other projects.
• Analyze, configure, and document telephone systems, including phone moves, adds, and changes; configure voicemail and provision long-distance access codes for end users.
• Proactively monitor, troubleshoot, diagnose, and escalate application, network, and server-related issues according to established procedures.
• Assist IT professionals with installing cabling systems, network equipment, and uninterruptible power supply backups.
• Maintain and manage print queues and the pay-for-print system.
• Schedule and set up temporary equipment and train users on remote collaboration and meeting tools.
• Support hi-flex classrooms and conference spaces by updating documentation, training administrative staff, and providing operating support for presidential meetings.

Benefits

• Competitive leave packages.
• Health, dental, vision, and retirement plans.
• Retirement, medical, and insurance benefits provided in accordance with state regulations.
• Eligible for overtime pay in accordance with the Fair Labor Standards Act, subject to continued grant funding.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed