IT Customer Support - Journey

Clark College - Vancouver, WA

Full-time

Vancouver, WA

Educational Services

About the position

The Information Technology Customer Support Technician - Journey at Clark College is a full-time, permanent role within the IT Client Services division. This position is essential for providing technical assistance to faculty and staff, ensuring a seamless IT experience on campus. The technician will deliver customer-centered support, troubleshoot technical issues, respond to help desk inquiries, and collaborate on technology projects to enhance the college's infrastructure.

Responsibilities

• Provide technical support for both Windows and macOS operating systems, including troubleshooting hardware, software, and network issues.
• Respond to and resolve help desk requests in a timely manner, providing clear communication to end-users throughout the process.
• Install, configure, and maintain desktop, laptop, and mobile devices, as well as peripherals such as printers, scanners, and projectors.
• Manage software installation, updates, and patches across a range of applications and platforms for both PC and Apple devices.
• Resolve application software issues and implement bug fixes within critical systems.
• Participate in IT projects, collaborating with team members to implement new systems, upgrades, or solutions that improve the college's technology infrastructure.
• Create a safe, bias-free working environment, which engenders respect for differences.
• Perform related duties as required.

Requirements

• Associate's degree.
• Four (4) years of experience in answering technical assistant calls, logging tickets, and walking clients through technical issues.
• Experience in repairing, diagnosing, and troubleshooting computers, software, and peripherals (printers, monitors, scanners) in a network environment.
• Proficiency in using diagnostic tools in the repair of hardware and software.
• Experience in 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.
• Possession of a valid driver's license.
• Strong organizational and time management skills.