IT Support Technician 2

Skagit Valley College • Oak Harbor, WA

2d • Onsite

About The Position

Skagit Valley College is hiring an IT Support Technician to provide professional technical support for campus academic and administrative technology. The role assists campus staff with selecting, procuring, and installing technology, and responds to requests from students, staff, and faculty through phone, email, tickets, and in-person support.

This is a full-time, classified position working 40 hours per week, 12 months per year, onsite at the Whidbey Island Campus in Oak Harbor, Washington. The position is eligible for overtime pay under the Fair Labor Standards Act, subject to continued grant funding, and is represented by the Washington Public Employees Association. Salary is based on Range 46, Step A: $4,201 per month, with periodic increments up 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.

Skagit Valley College is a comprehensive community college established in 1926. It serves students and communities through academic transfer pathways, workforce training, adult basic education, and lifelong learning. The college emphasizes student-centered teaching and learning, equitable student outcomes, employee development, and an inclusive community. Its guiding principles are respect, integrity, open and honest communication, collaboration, and compassion.

Employment is contingent on a background check and completion of required declarations concerning substantiated or investigated sexual misconduct, as applicable. The college maintains an alcohol- and drug-free workplace. The successful candidate must provide identity and work-authorization documentation as required by law.

Requirements

• Experience in customer service.
• Experience troubleshooting errors, hardware, and software.
• Ability to work onsite at the Whidbey Island Campus in Oak Harbor, Washington.

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 with patient, calm troubleshooting and technical solutions, including issues involving network accounts, printing, audio-visual systems, 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 respond to 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 escalated issues.
• 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 troubleshooting and support for 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 to operate 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.
• Opportunities for personal and career growth.
• Support for innovative teaching, learning, and scholarship.
• Friendly, supportive, and diverse work environments.

What This Job Offers

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