Service Desk Technical Support Assistant (part-time)

Portland Community College•Portland, OR

13d•$23•Remote

About The Position

Portland Community College is the largest post-secondary institution in Oregon and 19th largest in the nation, serving approximately 80,000 full- and part-time students. PCC, which is roughly the size of Rhode Island, has four comprehensive campuses, five workforce training and education centers, and 200 community locations in the Portland metropolitan area. Wherever you're coming from and wherever you're going in life, Portland Community College has the classes and programs to get you there. Our unique role is to make high-quality education accessible to everyone, creating opportunities for our students and contributing to the economic development of our community. Portland Community College embraces equity and inclusion as a priority. We are committed to building a community with a variety of backgrounds, skills, views, and life experiences. The more we value equity and inclusion, the more we will add value to the work we do and how we serve our students, engage with each other, and the Oregon Community that we serve. Creating a culture that honors equity and inclusion is our objective and the smart path forward. Portland Community College will ensure that applicants requiring reasonable accommodation for the hiring process are provided for. If reasonable accommodation is needed, please contact the PCC Talent Acquisition Team at [email protected]. Please Note: PCC currently limits employment to individuals residing in Oregon and Washington. Employment offers are contingent upon the ability to establish residence in Oregon or Washington. The PCC IT Service Desk seeks a part-time remote Technical Support Assistant to provide computer support to end users across the College district for basic support, password changes, and dispatching tickets to other IT teams. The Technical Support Assistant assists the IT Service Desk to provide computer support to end users across the College district for basic support, password changes, and dispatching tickets to other IT teams. This position is primarily focused on answering calls related to password changes and will transition to providing basic support for other systems. The Technical Support Assistant works with the IT Service Desk to augment support offerings during periods of high call volume and staff shortages.

Requirements

High School diploma or equivalent.
Relevant experience in computer-related support, which may substitute for further education.
Familiarity with automated systems, personal computers, network technologies, databases, and various software applications.
Knowledge of: A wide variety of technologies to support end-user needs.
Various software applications (desktop, client-server, browser-based).
Principles of troubleshooting and analysis.
Skills in: Learning new computer software.
Effective verbal and written communication.
Multi-tasking and time management.
Ability to: Troubleshoot, diagnose, and repair computer hardware and software problems.
Prioritize work requests with moderate supervision
Ensure a proper setup for remote work is available and maintained.

Nice To Haves

Self-motivation to perform tasks with minimal supervision in a remote environment.
A sufficient workspace that is free of distractions and conducive to efficient and productive work.
A stable internet connection that can support frequent voice and video calls.
The ability to empathize to offer compassionate, calm, and effective support to frustrated users.

Responsibilities

Provide technical assistance via phone and email to address a range of hardware and software issues.
Support infrastructure emergencies by logging incoming calls and keeping users informed about the current situation.
Assist in the upkeep of the Help Desk tracking system, ensuring accurate problem and solution documentation.
Help support diverse software applications, including word processors, spreadsheets, and web-based tools.
Provide technical assistance to internal users for hardware and software issues.
Document problem details within the Help Desk system and contribute to its upkeep.
Offer support during infrastructure emergencies, including user communication.
Aid users with various software applications.
Maintain professional and supportive communication with users facing technical difficulties.

Benefits

Comprehensive benefit package
Oregon PERS contribution
Tax deferred annuity program and a deferred compensation program
Tuition waiver for you, your spouse/domestic partner, and dependent children under 24 years of age, as well as partial tuition reimbursement for full-time employees at other accredited institutions
Free access to the sport centers / campus gymnasiums, performing arts, and cultural events
Conference and Event Rental Space - Employees receive 50% off when on-campus for personal events
Paid Leave (Pro-rated by FTE for Part-Time Employees) reference Classified Agreement o Starts at 8 hours of vacation leave per month (additional vacation hours with years of service) o 1 day of sick leave per month o 12 paid holidays o PCC Winter Break (when College is Closed) o 24 hours of personal leave per year

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