IT Customer Support - Entry

Clark College is currently accepting applications for a full-time, permanent classified IT Customer Support – Entry position. This position is a part of the IT Client Services division and directly supports Clark College faculty and staff by providing IT customer support, identifying technical issues, answering help desk calls, and working with fellow IT technical staff in improving the technology environment at the college.  This position will assist in overseeing the Service Center operations.

At Clark, we value equity, diversity, and inclusion. We are committed to growing, learning, and supporting our employees.

JOB DUTIES AND RESPONSIBILITES:

• Act as the first point of contact for incoming technology requests.
• Perform front line duties by answering help desk calls, questions from walk-in clients and opening tickets in the college helpdesk application.
• Route tickets to the proper desktop technicians, network engineering, and application management IT members as needed.
• Perform IT inventory procedures and assist with the distribution of technology equipment.
• Assist in managing the college's teleconferencing technologies.
• Ensure continuous customer support and contact with customers.
• Escalate critical system interruptions with IT incident response personnel.
• Create a safe, bias-free working environment, which engenders respect for differences.
• Perform related duties as required.

POSITION REQUIREMENTS AND COMPETENCIES:

Candidates will be evaluated based on application materials, including the supplemental questions and personal interview(s), and will be required to demonstrate competencies in the following areas:

• Associate’s degree.
• Two (2) years’ work experience in the following areas:
  • Answering technical assistant calls, logging tickets, and walking clients through technical issues.
  • Repairing, diagnosing, and troubleshooting computers, software, and peripherals (printers, monitors, scanners) in a network environment.
  • Using diagnostic tools in the repair of hardware and software.
  • Installing, testing, and configuring Microsoft Windows workstations. Experience creating and modifying Active Directory users and groups for administrative access to network shares and printer queues.
• Strong organizational and time management skills.

JOB READINESS/WORKING CONDITIONS:

• Ability to work well with people of all ages from academically, culturally, and socioeconomically diverse backgrounds.
• Ability to provide excellent customer service that consistently meets or exceeds the needs of customers.
• Ability to communicate with diverse individuals and groups to effectively communicate technical concepts to non-technical audiences and work collaboratively as a member of a team providing group leadership when needed.
• Ability and willingness to seek/offer appropriate assistance to solve problems in an efficient and timely manner.
• Ability to work independently.
• Ability to accurately and thoroughly document work and keep all documentation up to date.
• The initial appointment will include a 6-month probationary period and the employee will earn permanent status after successfully completing probation. 
• This position is represented by Washington Public Employees Association.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

WHAT WE OFFER:

• A healthy work/life balance for our employees with the opportunity for flexible work schedules and remote work depending on position and college needs.
• McClaskey Culinary Institute offers fast, fresh, and healthy dining options for students, faculty, staff, and the community. The space, located in Gaiser Hall, features three kiosks, a full-service retail bakery and barista bar, grab-and-go items, and a student-run restaurant.
• Coffee Lounge in Hannah Hall and Clark Café in Joan Stout Hall.
• Campus bookstore offers snacks, apparel, and specialty supplies.
• On-campus early childhood education care program (pending registration and availability).
• Gym and recreation facilities available for membership.
• Clark promotes wellness with a variety of different workshops and events.

SALARY/BENEFITS: 

Salary Range: $4,948-$6,656/month | Step A-M (commensurate with qualifications and experience) | Range: 01IT | Code:  482CS

Successful candidates typically start at the beginning of the salary range and receive scheduled salary increment increases.

Clark College offers an exceptional benefits package that includes vacation/sick leave; medical, dental, life and long-term disability insurance; retirement; and tuition waiver.

APPLICATION DEADLINE: 

Required application materials must be completed and submitted online by 3 p.m., August 22, 2023.

REQUIRED ONLINE APPLICATION MATERIALS:

• Clark College online application
• Current resume, with a minimum of three (3) references listed
• Cover letter describing background and experience related to qualifications and responsibilities of the position
• Responses to the supplemental questions included in the online application process

Please apply online at www.clark.edu/jobs.

To contact Clark College Human Resources, please call (360) 992-2105 or email recruitment@clark.edu.

DISABILITY ACCOMMODATIONS

Upon request, accommodations are available to persons with disabilities for the application process. Contact Human Resources at (360) 992-2105 or by video phone at (360) 991-0901.

SECURITY

The security of all the members of the campus community is of vital concern to Clark College. Information regarding crime prevention advice, the authority of the Security/Safety Department, policies concerning reporting of any crimes which may occur on or near college property, and crime statistics for the most recent 3-year period may be requested from the Clark College Security/Safety Department, (360) 992-2133 or security.requests@clark.edu. The most recent Annual Security Report, written in compliance with the Clery Act, can be reviewed here: http://www.clark.edu/campus-life/student-support/security/report.php.

ELIGIBILITY VERIFICATION

If you are hired, you will need proof of identity, and documentation of U.S. citizenship or legal authorization to work.

CORRECTIONS OR EXTENDED NOTICES
Corrected or extended notices will be posted online and in the Human Resources Office.                                                            

Clark College’s Office of Diversity, Equity, and Inclusion (ODEI) supports individuals with their academic, personal, and professional development, as well as provides training and educational resources for all members of the college community around diversity, inclusion, power, privilege, inequity, social equity, and social justice. The college offers further professional development for our employees through opportunities such as Employee Resource Groups, Social Justice Leadership Institute, Cross Institution Faculty of Color Mentorship program, Administrators of Color Leadership Program, and Faculty and Staff of Color Conference.

Clark College values diversity and is an Equal Opportunity Employer and Educator. Protected group members are strongly encouraged to apply.  Clark College provides equal opportunity in education and employment and does not discriminate on the basis of race, color, national origin, age, disability, genetic information, sex, sexual orientation, marital status, creed, religion, honorably discharged veteran or military status, citizenship, immigration status or use of a trained guide dog or service animal. Prohibited sex discrimination includes sexual harassment (unwelcome sexual conduct of various types). The college considers equal opportunity, affirmative action, and non-discrimination to be fundamental to the mission, vision and values of the college. All faculty and staff hired at Clark College are encouraged to embrace, continually support and enhance social equity on our campus and in our community. The college provides reasonable accommodations for qualified students, employees, and applicants with disabilities in accordance with the Americans with Disabilities Act and Federal Rehabilitation Act. The following person has been designated to handle inquiries regarding non-discrimination policies, Title II and Title IX, and Affirmative Action: Gerald Gabbard, Director of Labor and Compliance, 360-992-2317, ggabbard@clark.edu, 1933 Fort Vancouver Way, Baird 142, Vancouver, Washington 98663. Clark College is a smoke-free/drug free environment.  This recruitment announcement does not reflect the entire job description and can be changed and or modified without notice.

Clark College Human Resources

August 1, 2023

23-00072

www.clark.edu/jobs