Program Specialist - Help Desk

Located in the scenic Puget Sound area with nearby mountain ranges and Mount Rainier in the distance, Tacoma is surrounded by outdoor recreational opportunities such as hiking, boating and camping. Tacoma, Washington has been ranked as one of the most livable cities in the country, due to the increasing career opportunities, cultural diversity and community engagement, just to name a few.  
   
Tacoma Community College (TCC) was built on the ancestral territory of Coast Salish peoples, specifically the Puyallup and Squaxin Island Tribes. The 1854 Medicine Creek Treaty forcibly removed them to Reservations to make way for colonizers; we recognize the privilege of utilizing this land has come at a great cost. We honor the resilience of the Puyallup and Squaxin Island people, who still live here, defend their rights, and contribute greatly to the well-being of our community. Our institution aims to increase partnerships and community ties with the local indigenous populations. Moreover, TCC stands in solidarity with Black Lives Matter and the Black community by further strengthening collaboration with the Black Student Union as well as community entities such as the Tacoma-Pierce County Black Collective, the Tacoma Urban League, and local black-owned businesses.   In addition, we strongly support the Stop Asian Hate movement and have an active Asian Pacific Islander Student Club as well as an Asian and Pacific Islander Faculty and Staff Coalition. TCC is committed to developing more culturally responsive curricula by infusing and incorporating more educational content focused on the lives, experiences, and contributions of Native, Black, Asian, and other marginalized communities. We continually strive to become an anti-racist institution.
   
We are specifically focusing on improved support for traditionally marginalized populations, including Black/African- American, Indigenous, People of Color, Dreamers, justice-involved, immigrants and refugees, Veterans, people with disabilities, and the LGBTQ community. To this end, TCC seeks applicants who:

• Value intellectual curiosity and innovative teaching
• Welcome difference and model respectful interaction with others
• Recognize and honor the important role that diversity brings to an educational community
• Are committed to educating a racially and socioeconomically diverse student population
• Are committed to teaching in a community college setting
• Care deeply about student success 
• Intentionally support and promote efforts related to equity, diversity, and inclusion
• Honor TCC’s mission promoting equitable access to educational opportunities
• Reflect the diversity of our community

Position Summary:
This position will support the Library & Learning Innovation Division. This position will provide customer service, day-to-day technical support, and assist TCC students and staff with their requests and questions. This position also provides Help Desk support under the direction of the Learning Technology Support Manager.

• Collaborate with Library & Learning Innovation Division staff to complete assigned projects.
• Provide technical support to students, faculty, and staff in person at the Information Commons help desk and via the help desk telephone.
• Respond and resolve eLearning support tickets that have been submitted through the ticketing system.
• Provide excellent customer service to all visitors: students, staff and faculty.
• Administer and train faculty, students, and staff on the learning management system (Canvas).
• Reset student email passwords and escalate other account reset requests to customer support team as needed.
• Use equipment checkout/return system to process checkout and return of Information Commons equipment
• Train and oversee work study staff on the use of the equipment checkout/return system.
• Create step-by-step tutorials and videos.
• Demonstrate proper use of multimedia presentation equipment to faculty, students, and staff.
• Assist with setup of multimedia equipment as needed.
• Perform other related duties as assigned.
  
  
  

Minimum Qualifications:

• High School graduation or equivalent.
• Experience in Microsoft Office programs.
• Experience with multimedia presentation equipment.
• Experience with audio and video equipment (such as video cameras, still cameras, microphones).
  

Preferred Qualifications:

• Associates degree or higher from an accredited college or university.
• Advanced computer skills, Microsoft Office programs, and familiarity with various UIs and operating systems

Conditions of Employment:

• Successful completion of a criminal history background check.
  

The Successful Candidate Will Demonstrate:

• Ethics, integrity, and sound professional judgment.
• An appreciation of diversity and the benefits of a commitment to cultural awareness and sensitivity in the workplace.
• Excellent customer service skills; including establishing, building, and maintaining internal/external customer satisfaction.
• Ability to be self-directed, lead projects, and work independently in a team environment.
• Strong written, verbal and organizational skills.
• Reliability and integrity in maintaining assigned work schedules and completing assigned tasks.
• Experience working effectively with an ethnically and culturally diverse population.
• Skill in building and maintaining internal/external customer satisfaction.
• Ability to follow directions and meet the demands of the department.
• Maintain regular attendance and punctuality with agreed upon work schedule and enter hours on the timesheet and scheduling software.
  
  
  

Application Material & Procedures 
Complete application packages must include the following:

1. Tacoma Community College online application.
2. Resume & cover letter. In your cover letter indicate how your background and experience meets the qualifications for this position.

Salary : $17