Columbia Basin College ("CBC" or the "College") seeks an IT Customer Support – Entry (Lab Support) to provide professional, technical support for all campus computing labs and classrooms, and provides secondary support to all College employees. The position directly contributes to the College’s mission of student success by ensuring the student and instructor workstations are secure, current and in proper working order, as well as faculty and staff workstations This position reports to the Assistant Director of IT Customer Success.
This position is open until filled. First consideration will be given to applicants whose complete application has been received by January 18, 2021 @ 11:59 PM Pacific Time.
Design, install, configure, maintain, monitor and troubleshoot 15+ campus computer labs in consultation with faculty and staff who utilize the labs;
Consult with lab stakeholders to determine the hardware and software requirements necessary to the support instruction;
Design the desktop hardware and software configuration according to standards; develops the hardware and software images;
Test configurations and systems according to standards;
Deploy the prepared images to hardware (using Acronis or Microsoft System Center Configuration Manager (SCCM));
Install hardware in labs to ensure safe and clean physical and technology environment for student use;
Maintain lab systems through use of remote console (DeepFreeze) to ensure the system keeps its original configuration;
Troubleshoot and resolve hardware and software service requests; troubleshoot and support desktops, students and faculty using Virtual Desktop Environment (VMWare);
Log asset-specific metadata in department inventory database; Review system logs and messages as necessary to identify events and errors on computers with IT maintenance tools (DeepFreeze, Symantec, MalwareBytes and Ninite);
Communicate regularly with department faculty or staff;
Coordinate movement of Computers on Wheels (COW) to classrooms based on faculty request;
Create and support test environments for experimental hardware and software combinations;
Evaluate new hardware and software releases and configurations to find faults in existing environments and/or improvements processes and configurations; test scripts to automate deployment and maintenance of systems such as SCCM, DeepFreeze and Ninite.
Support and train customers with technology needs; develop and conduct software and system training for users; develop effective support and FAQ documentation; train users on new equipment and software installs in multiple computer labs;
Serve as tier two technical support on technical issues unable to be resolved at the HelpDesk;
Train and monitor student workers; assign, instruct and check the work of multiple part-time student workers as they assist with HelpDesk customer support;
Troubleshoot and repair hardware and software problems reported to HelpDesk for faculty and staff; use established procedures to resolve HelpDesk service request;
Inspect hardware and software for possible problems using standard methods (reboot, cabling issues, toner replacement, driver updates, configuration changes, etc.);
Perform software updates and preventative maintenance using standard methods;
Troubleshoot broken hardware to determine necessary repairs; research vendor-recommended repair processes; install and test replacement parts; Communicate regularly with the end user on the status of incidents;
Act as first point of contact for HelpDesk telephone, email and ticketing system;
Change Active Directory user passwords and move computer’s objects in accordance to standard procedures; and
Columbia Basin College (CBC) serves the citizens of Benton and Franklin counties in Washington state with two-year associate degrees for transfer to a four-year university, and applied degrees for workforce employment. CBC also provides one-year certificates and basic skills for those pursuing a GED or high school diploma. CBC serves approximately 7,000-8,000 students each quarter.Columbia Basin College now offers bachelor degrees in Nursing, Project Management, Applied Management, Cyber Security, Information Technology, and Dental Hygiene. These bachelor degrees are in direct response to the needs of our community. As a result of community needs, Columbia Basin College has recently opened our new state of the art Social Sciences and World Languages Center at the Pasco campus.In July 2017, CBC will open its second, four-story Health Science Center in Richland. In addition to training CBC healthcare professionals, the Wortman Medical Science Center will also be a functional medical clinic as part of Kadlec Regional Medical Center’s family medicine residency program.CBC will open a student housing facility in September. This first phase will house 125 students.Columbia Basin Co...llege continues its rich tradition of meeting our community's needs with a dynamic faculty, state-of-the-art facilities, and a diverse student body from all walks of life.