IT SUPPORT TECHNICIAN PTE 2

The IT Support Technician supports the students, staff, and faculty of Bates Technical College with 1st and 2nd level desktop computers, phones, laptops, printers, projectors, software, email accounts and video conferencing, etc. issues, including the planning and delivery of the equipment, support services, installation, configuration, troubleshooting and customer assistance.

The pause for this position has been lifted. 

As per Bates Professional Technical Employees (PTE) agreement, Section 21.1, this position will be open to all permanent bargaining unit members for a minimum period of 5 days. 


Essential Functions

• Responsible for delivering positive customer service 
• Strong understanding of computer systems, mobile devices and other tech products
• Highly organized to keep support tickets in order
• Record events and problems and their resolution in logs
• Follow-up with customers to ensure issues are resolved
• Install, make changes and repair computer hardware and software
• Train computer users, and staff on troubleshooting and diagnosing problems
• Deliver, configure, set up, maintain, and troubleshoot computer systems, hardware, and software.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team 

Non-Essential/Other Functions

• Accountable for keeping personal development up to date; adding to skills and knowledge through courses that may be available through the Bates Technical College courses, professional development committees, etc. 
• Participate actively and collaboratively on committees for college as needed including but not limited to staff recruitment, college councils, etc.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Additional activities, duties and responsibilities may change at any time with or without notice to meet college needs.

Supervisory Responsibilities 

• This position has no supervisory responsibilities.

Minimum Qualifications 

• High school diploma or equivalent; AND
• Valid Washington State Driver’s License; AND
• A Certification

 
Allowable Substitution
If necessary, alternative combinations of education and experience may be evaluated by Human Resources for comparability.       
 
Conditions of Employment 

• Per Washington State guidelines, Bates Technical College is a fully vaccinated campus and will require all staff and students to provide proof of vaccination status or request a medical or religious exemption.
• Once an offer of employment is made, a background check including criminal record history will be conducted. Information from the background check will not preclude employment but will be contingent in determining the employee's suitability and competence to continue to perform in the position. 
• This position has been designated as a bargaining unit position represented by Bates Technical College local union.
• Ability to work evenings and weekends when required.

Bates Technical College reaffirms its policy of equal opportunity and does not discriminate on the basis of race, ethnicity, color, national origin, creed, religion, sex, sexual orientation, gender identity, age, marital status, disability, or status as a disabled veteran or Vietnam era veteran in its programs and activities in accordance with college policy, and applicable federal and state statutes and regulations. Bates publications are available in alternate formats upon request by contacting the Disability Support Services Office at 253.680.7010. Inquiries regarding Bates' non-discriminatory policies, including Title IX and ADA, should be directed to: For student matters, the Dean of Student Services at 253.680.7102, Downtown Campus A211. For employee matters, the Director of Human Resources at 253.680.7180, Downtown Campus A326.

Salary : $49,514