Technical Support Analyst

Renton Technical College-posted 28 days ago
Full-time • Entry Level
Onsite • Renton, WA
251-500 employees
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Are you enthusiastic about technology and supporting client success? Renton Technical College is seeking a Technical Support Analyst (TSA) to join our team! The TSA is a member of our College Technology Services department. This position is responsible for performing routine and complex installation, maintenance, and repair for assistive technology hardware, software, and other desktop computer equipment, peripherals, and technology services in a multi-site networked environment. The TSA acts as a primary point of contact for our customers who are the students, staff, and faculty. This position plays a key role in establishing and maintaining the client relationship emphasis of the department. The Technical Support Analyst is represented by the Renton Professional Technical Association (Prof-Tech) union. This is a full-time, classified, and overtime eligible position. The pay range for this role is $73,882 - $92,698 annually, and salary placement is based on applicable work experience. New hires may not be placed above Step 10 ($88,782). Additional information can be found on our benefits page and in the Collective Bargaining Agreement. The priority consideration date for this position is November 30, 2025. Renton Technical College, located southeast of Seattle, has provided quality education in a variety of occupations for over 75 years. Our professional-technical certificate and degree programs offer entry and mid-level training in the areas of allied health, trades, and industry, culinary, business, technology, and automotive. Our outstanding college & career pathways program with classes in adult basic education, English as a second language, and GED preparation is available to those who need additional preparation before entering a training program and for those who simply wish to improve their math and English skills. Career Education and apprenticeships degrees round out our offerings. Support the college's mission by creating a learning and work environment of mutual respect and fairness, while encouraging creative and critical thinking. Contribute to the appreciation of diversity and foster a climate of multicultural understanding.

  • Provide technical support to customers over the phone, virtually, and in-person.
  • Process all Service Desk requests and triage initial requests for resolution or escalation. Ensure that all service requests are handled in a timely manner following the Service Level Agreement guidelines.
  • Diagnose and resolve desktop computer hardware, software, and other technical service issues.
  • Act as a consultant to faculty, and staff to answer questions, troubleshoot problems, determine hardware/software requirements, and recommend solutions.
  • Provide support to Students utilizing college owned assets and technologies. Collaborate with the Learning Resource and Career Center to provide additional technical support to students.
  • Perform installation, maintenance, troubleshooting, and repair of computer equipment, peripherals, and other technical services in a multi-site networked environment.
  • Assist in coordinating requests for repair, maintenance, equipment moves, and software updates.
  • Interact with Vendors and place purchase requisitions as needed.
  • Maintain procedural documentation and knowledge base articles for customers and support staff.
  • Maintain department records and databases including Service Desk ticketing system, asset management system, hardware and software configuration, and installation procedures, spare parts inventory, and software license records.
  • Manage administrative PC and computer lab images and software packaging in utilizing the department's current imaging software.
  • Work closely with department team members to continually improve service delivery and procedures. Mentor and guide Student Work-Study students to enhance productivity.
  • Willingness to become a Subject Matter Expert in one or more technology area.
  • Assist in network installation and maintenance as required.
  • Communicate professionally and effectively, both orally and in writing, with college employees, departments, and outside agencies.
  • Maintain regular attendance and punctuality.
  • Perform other related projects and assignments as assigned.
  • Experience with persons from diverse backgrounds such as sexual orientation, racial, ethnic, religious, linguistic, gender, age, socio-economic, physical, and learning abilities, and a commitment to an inclusive and equitable working / learning environment.
  • Two years of experience in computer maintenance technology providing hardware and application support in a networked Microsoft Windows environment OR an associate's degree in computing, or a related field, and one year of experience.
  • Ability to work effectively and engage with individuals whose first language is not English.
  • Ability to maintain confidentiality, think critically and exercise independent judgment required.
  • Previous success learning new computer software program/platforms is required.
  • Excellent leadership and interpersonal skills and ability to work effectively as part of a team. Commitment to providing a high level of customer service.
  • Demonstrated attention to detail and previous experience maintaining accurate records, managing multiple tasks, planning, and organizing work in order to meet changing priorities and deadlines.
  • Demonstrated ability to promote universal design and accessibility. Proficiency in (or ability to learn within 6 month of hire) the production of accessible content, whether print or electronic.
  • Ability to represent the college in a positive and professional manner, while using tact, discretion, and courtesy.
  • Experience installing, troubleshooting, and supporting computer hardware and software.
  • Experience with Assistive Technology
  • Experience installing, troubleshooting, and maintaining current versions of Windows OS
  • Experience with Microsoft Office Suite.
  • Experience with Telephony systems (VOIP, PBX).
  • Experience with MacOS.
  • Experience with audio/visual (A/V) systems.
  • Ability to speak a regionally top spoken language other than English is preferred (Spanish, Vietnamese, Russian, Somali, and Chinese).
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