Position Summary

Big Bend Community College (BBCC), a rural college serving vibrant, culturally rich communities in the Columbia Basin of Central Washington invites applications for an IT Customer Support Entry position in the college's Big Bend Technology (BBT) Department.

The IT Customer Support Entry position supports the college mission by providing technical guidance and incident resolution for the college’s labs, classrooms, business applications and technology infrastructure (networks, servers, computers, printers, imaging, multimedia, audio-visual, video, peripherals, telephony, etc). This position troubleshoots and restores technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms and is the primary contact with customers and serves internal and external technology users. This position is a subject matter expert on specific assigned technologies and provides input/recommendations for technology and procedural decisions.

The IT Customer Support Entry position reports to the Director of Information Technology. Hours of the position are 8:00am to 5:00pm Monday through Thursday and 8:00am to 2:30pm Friday. Hours may be changed to meet the needs of the department. Positions in the Big Bend Technology Department are represented by the Washington Public Employees Association (WPEA).

To work at BBCC you will be participating in a movement. We are taking action to intentionally and fearlessly create a college where all feel they belong, all people are represented and respected for their lived experiences, and each has received the recognition and support needed to thrive. Our students, the HEART of BBCC, and our employees, the SOUL, are the reason we are deepening our commitment to this movement.

BBCC’s organizational strength is captured in our small but mighty spirit. A small college taking on BIG things to enact BIG change to lift our students and employees. We are dedicated to extending postsecondary access to all our service district members and providing an environment for all to grow personally and professionally, steered by our mission and vision.

Vision: To become our communities’ first choice to dream, learn, and succeed.

Mission

Serve as a Bridge

Stand as a Leader

Support for Success

Our guiding principles are a call to action, establishing a standard for how we interact with each other, present BBCC in the community, serve students AND act upon areas of inequity.

Guiding Principles

Honor our Role as a Hispanic-Serving Institution

Advocate for Equity, Inclusion, & Diversity

Embrace our Workplace Norms

Innovate Proactively

Model Integrity

Educate All

If you share these values, we encourage you to come be a part of the movement happening at Big Bend Community College.

This position closes on February 5, 2023 at 12:00 am . Big Bend Community College reserves the right to offer this position to a qualified candidate at any time, so a prompt response is encouraged.

Essential Job Duties

ESSENTIAL JOB DUTIES:
Primary essential duties and responsibilities include but will not be limited to the following:

• Provide direct customer support for students, staff, and external users’ technology requests and issues. Respond to automated alerts or Service Desk calls for assistance, incidents, problems, or escalations by phone or as dispatched for the purpose of analysis and diagnosis resulting in knowledge sharing and/or repair, correction, fixes, resolution or temporary workarounds for technology, equipment and/or systems. Tools used are remote assistance, network monitoring, softphone, Active Directory, Windows Administrative Tools. Additional examples are: DameWare Mini Remote control, HP-UX admin, WACTC admin, hand held network analyzer, cable tester, tone generator and probe, hard drive dock, IP Scanner, Greenshot, CCleaner, Notepad++, WinDirStat, Remote Desktop, Creative Cloud Packager, K2000 Media Manager.
• Meet business needs and operational requirements in the effort to provide enhanced technology solutions. Research, test, recommend, and implement technology and technology solutions. Collaborate with staff, vendors, hardware and software manufacturers to determine specifications that meet functional needs of customers, staff, integrated dependent systems, and interoperability.
• Maintain and update technology systems and user devices. Install new and replacement technology systems (i.e. computers, printers, phones, peripherals, networks, audio-visual, multimedia, video, etc). Install upgrades, service packs, patches and fixes, and/or hardware replacements, modifying software configurations, repairs, images, etc. in labs, classrooms, offices, and remote access to services.
• Communicate with co-workers and/or supervisor regarding work assignments, resolved and unresolved incidents, and problems, risks that prevent or obstruct adherence to service level agreements or the execution of assignments, violations of college and departmental policy, procedures, guidelines and/or rules, and to seek clarification.
• Maintain service and knowledge management system. Use service desk based ticket tracking system to log requests; thoroughly document completed and pending work orders, incidents, problems and resolutions. Monitor progress and identify patterns of failure. Ensure continuous documented customer contact throughout the ticket lifecycle.
• Educate students, staff, faculty, and external technology users. Train others and share knowledge for the purpose of providing information about the operations and maintenance of computer systems, providing instruction on technology and the integration of technology as well as customer support.
• Prepare written documentation. Prepare and maintain written and electronic materials (e.g. service desk tickets, procedures, manuals, user guides, status reports, instructions, equipment inventory, projects, drawings, whitepapers, memos, etc.) for the purpose of documenting activities, conveying information and/or providing an up-to-date guide and audit trail; requiring effective written interpersonal as well as technical communications skills.
• Attend and participate in meetings, workshops, trainings, and seminars for the purpose of skills proficiency. professional development, information gathering and exchange, as well as planning, research, training others, collaboration, recommendation, decision-making, delegation, clarification and/or confirmation.
• Safely and securely transport and store a variety of items (e.g. equipment, supplies, etc.) for the purpose of providing equipment and materials at job site or transporting equipment for storage, repair, surplus or disposal.

OTHER WORK ACTIVITIES:

• Ensure no injuries to self or others by following safe work practices and policies. This includes, but is not limited to: security and safety, understanding of SDS, equipment, fire, disaster, hazardous waste, safe lifting, and body mechanics.
• Ensure compliance with college policies and procedures and state and federal regulations.
• Conduct self in a professional manner and ensures the interaction with team members, other support groups, and the public is conducted in a courteous and efficient manner conducive to the college's values.
• Perform other duties and responsibilities as may be required.

DUTIES OF THE POSITION REQUIRE EXPERIENCE AND KNOWLEDGE IN:

• Diagnosis, troubleshooting and/or maintenance of IT systems.
• Prioritizing departmental and individual work tickets.
• Organizing tasks and responsibilities with multiple priorities and deadlines.
• Demonstrated competency in the ability to provide service in a multicultural and diverse environment.
• Maintain a high level of confidentiality.

DUTIES OF THE POSITION REQUIRE THE ABILITY TO:

• Think critically, seeking resources for direction, when necessary. Perform independent and creative problem solving. Decision-making is logical and deliberate. Requires a wide breadth of understanding as troubleshooting and solutions are most likely a collective from many information sources and may not be clearly defined or documented.
• Organize daily work and prioritize tasks; keep track of information or work in progress, ensuring accuracy, handling interruptions effectively, and meet competing deadlines.
• Communicate effectively and convey detailed information to faculty, staff, students, and the public via phone, web-based services (e.g. Zoom or Teams) or in-person.
• Perform actions that demonstrate accountability; exercise independent decision-making in support of the Big Bend Technology Department. Practice within legal and ethical guidelines.
• Learn and adapt in the midst of new or shifting priorities with a solutions-based approach to learning and problem solving.
• Provide services to diverse populations including academic, socioeconomic, cultural, disability, and ethnic backgrounds; keeping an open mind to opportunities for all.
• Work independently and reliably. Regular and consistent attendance is expected and required.
• Work with minimal supervision outside of a formalized, central office setting.
• Understand, interpret, and communicate rules, policies, and procedures.
• Work collaboratively and cooperatively in a team environment.

REQUIRED WORK SCHEDULE AND WORK ENVIRONMENT:
This position requires the ability to repetitiously lift and carry up to 50lbs. unassisted. Work is sedentary in nature with frequent repetitive hand and wrist motions. Frequent use of computer and exposure to terminal screens in performing work assignments. Frequent need for oral and auditory communications. Occasionally kneel, stoop, crouch, crawl, and reach.

Basic work schedule is 8:00am to 5:00pm, Monday through Thursday and 8:00am to 2:30pm Friday. Hours may be adjusted to meet the needs of the department. This position is overtime eligible.

Minimum & Desirable Qualifications

MINIMUM QUALIFICATIONS:

• Bachelor's degree in a relevant discipline from a regionally accredited institution of higher education OR an equivalent combination of education and experience as determined by the college.
• Unencumbered valid driver’s license.
• Current valid automobile insurance.

DESIRABLE QUALIFICATIONS:

• Technical certifications including CompTIA or Microsoft.
• Bilingual English/Spanish proficiency.

In addition to the minimum and desirable qualifications listed above, we desire candidates who have a demonstrated commitment to serving Latinx and other underrepresented student populations in higher education.

Application Instructions

This position closes on February 5, 2023 at 12:00 am . Big Bend Community College reserves the right to offer this position to a qualified candidate at any time, so a prompt response is encouraged.

To qualify for consideration, applicants must meet required qualifications and submit a complete application packet, which includes the following:

BBCC Online application.

Cover letter, addressing why you are interested in this position and how your qualifications make you the ideal candidate.*

Comprehensive resume or CV.*

Response(s) to the questions found in the Supplemental Questions Tab above.*

Unofficial transcripts documenting undergraduate and graduate course work and degrees. Official transcripts required upon employment.*

NOTE: You must complete the online application in full and respond to the required supplemental questions. Failure to provide this information or responses of "See Resume" may eliminate you from consideration for this position. The college reserves the right to remove documents, submitted but not requested, by BBCC as part of the application process. These documents include, but are not limited to statements of teaching philosophy, diversity statement, letters of recommendation, student evaluations, performance evaluations, etc.

BBCC reserves the right to not fill this position, reject all applicants, reopen the position, or make a direct appointment. Applications received during this recruitment may be used to fill future vacancies at the College's discretion.

This posting does not reflect the entire job description and may be changed and/or modified, at any time, without notice.

If you have difficulty logging into your account, attaching documents, submitting your application, etc., please contact NEOGOV Customer Service at 1-855-524-5627.

COMPENSATION:
This position is overtime-eligible and is assigned to the State of Washington Salary Range 01IT. The entry step of this salary range is $4,758.00/month with the top of the range at $6,400/month. Employees starting at the entry step of this range receive salary step advancement after six months and every 12 months thereafter. Employees that start at anything higher than the entry step of the range, will have salary step advancement after 12 months and salary step advancement every 12 months thereafter until they reach the top of the salary range. Each salary step advancement will be approximately a 5% increase in salary.

CONDITIONS OF EMPLOYMENT:
Pursuant to RCW 28B.112.080, applicants must declare whether they are the subject of any substantiated findings of sexual misconduct in any current or former employment or are currently being investigated for, or have left a position during an investigation into, a violation of any sexual misconduct policy at the applicant’s current or past employers. By law, post-secondary education institutions cannot hire an applicant who does not complete the questions.

Prior to employment, 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 the position.

An offer of employment will not carry with it any responsibility or obligation on the part of Big Bend Community College to sponsor an H-1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire.

Official transcripts must be provided to the college upon hire.

In compliance with our WPEA Higher Education Colleges Coalition 2023-2025 Collective Bargaining Agreement, COVID-19 vaccination will be required of WPEA-represented employees as a condition of employment effective 7/1/23. Newly hired employees may be asked to provide proof of their COVID-19 vaccination, or request and be approved for a medical or religious exemption before beginning their employment with the College.

REASONABLE ACCOMMODATION:
Big Bend provides reasonable accommodations for qualified students, employees, and applicants with disabilities in accordance with the American with Disabilities Act and Section 504 of the Federal Rehabilitation Act of 1973.

Please direct all inquiries regarding compliance with access, equal opportunity, and/or grievances to the Vice President of Human Resources & Labor/Equal Opportunity Officer/Title IX Coordinator/Section 504 Coordinator, BBCC 7662 Chanute Street NE, Moses Lake, WA 98837; 509-793-2026.

DRUG AND ALCOHOL-FREE CAMPUS:
In compliance with state and federal regulations, BBCC is committed to a safe and drug and alcohol-free campus. Employees are expected to comply with BBCC’s policy prohibiting illegal drug use or activity, including notifications of criminal drug convictions and the use of prescription drugs or over-the-counter medications that are likely to affect job safety. The complete policy and procedure are available to view on thepolicies page(Download PDF reader)of the BBCC website. Printed copies of the policy and procedure are available by contacting the Human Resources Office at 509-793-2008.

BBCC ANNUAL SECURITY REPORT:
BBCC strives to be a safe and secure campus for our students, employees, and community. Detailed information regarding campus security, crime statistics for the most recent-three year period, and other information is available on theCampus Safety and Security pageof the BBCC website. If you have questions or would like a printed copy of the materials please contact Campus Safety and Security at 509-793-2286.

EQUAL OPPORTUNITY:
Big Bend Community College provides equal opportunity in education and employment and does not discriminate on the basis of race, sex, sexual orientation, gender identity/expression, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, use of a trained guide dog or service animal by a person with a disability, marital status, pregnancy status or families with children, a mother breastfeeding her child, AIDS/HIV or hepatitis C, genetic information, and/or status as a veteran or any other legally protected classification.

AgencyBig Bend Community College

Address7662 Chanute Street, NE

Moses Lake, Washington, 98837

Phone509-793-2008
509-793-2009

Websitehttp://www.bigbend.edu

Big Bend Community College provides a robust benefit package. The benefits, programs, and services offered are a sizable amount of an employee's overall compensation and an important factor in encouraging a healthy work-life balance.

Our package includes health, vision, prescription drug, and dental insurance for the employee and dependents. There are several plans with affordable monthly premiums that offer coverage throughout the state. Employees are also covered by basic life insurance, AD&D, and long-term disability insurance, with the option to purchase additional coverage amounts. Additional insurance coverage, like auto insurance, is available to state employees at reduced rates. Visit Washington Health Care Authority's Public Employee Benefits Board (PEBB) Program at www.pebb.hca.wa.gov.

Retirement plans are available through the Washington Department of Retirement Systems (DRS). Retirement plans require an employee contribution of 5-15% and an employer contribution of 10.39%. In addition, employees have the option to participate in two tax-deferred retirement investment programs.

Leave benefits include 12 paid holidays, 12 days of sick leave, 2 personal leave days, and vacation accrual of 12-24 days of vacation per year. In addition, up to 5 days of paid bereavement leave will be granted for the death of any family member or household member that requires the employee's absence from work.

Big Bend encourages staff development, and personal and professional growth. Internal and external opportunities for training and development are offered each year to build employee competencies and develop leadership capacity. Participation in the State Employee Tuition Waiver program provide further potential for personal and career growth.

For more information on what Washington State has to offer, visit Experience Washington at www.experiencewa.com.

For more information on the college you may visit our website at www.bigbend.edu.

AgencyBig Bend Community College

Address7662 Chanute Street, NE

Moses Lake, Washington, 98837

Phone509-793-2008
509-793-2009

Websitehttp://www.bigbend.edu

Job Type: Full-time

Pay: $4,758.00 - $6,400.00 per month

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location