"IT Customer Support - Entry"

The IT Service Desk Support Technician provides high-quality IT support in alignment with IT Service Management (ITSM) principles and ITIL best practices. This role focuses on efficient incident management and problem resolution to minimize business disruptions and maximize end-user productivity.

The technician serves as a primary point of contact for end-users, delivering excellent customer service through clear communication, accurate incident logging and categorization, initial troubleshooting, and timely resolution using knowledge management resources. The role also supports continuous service improvement by identifying opportunities to enhance service delivery, streamline processes, and optimize the IT environment.

By adhering to established ITIL frameworks and service management processes, the IT Service Desk Support Technician plays a critical role in ensuring reliable, efficient IT services and a positive end-user experience that supports the organization's overall success.

Position is eligible for an additional 5% King County Premium Pay

ABOUT THE COLLEGE:

Green River College's student body is made up of approximately 41% Academic Transfer students, 34% Professional-Technical students, 15% Adult Basic Education student, and 3% Applied Bachelor degrees. Green River College has four campuses, including the main campus in Auburn, Washington, with satellite campuses in Kent, downtown Auburn, and Enumclaw. Green River programs serve high school graduates, Running Start students (dual enrollment in local high schools and the college), those seeking retraining for the workforce, international students, students learning English, and Continuing Education students. Green River's service areas are increasingly ethnically diverse, comprising African Americans, African immigrants, Asian Americans, Asians, Latinx, Native Americans, Pacific Islanders, and Middle Eastern Americans, among other communities.

COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION:

We commit to be an anti-racist institution where all students, faculty, and staff receive the access, resources, and services needed to achieve their educational, career, and personal goals. Green River College makes social and economic justice, equity, and inclusion our highest priorities.

The Green River College definition of equity encompasses all identities, including but not limited to race, ethnicity, economic status, gender identity, sexual identity, disability, religion/spirituality, immigration status, age, and culture. We understand individual needs vary widely, and the effects of discrimination and historical oppression must be taken into account while aiming for equitable opportunities and outcomes for all.

• Serve as the primary point of contact for employees seeking technical support, representing the IT department with professionalism, empathy, and a strong customer-service focus.
• Provide timely first-contact incident resolution through effective triage, troubleshooting, documentation, and prioritization of support requests across multiple channels, escalating complex issues in accordance with established procedures to minimize downtime.
• Diagnose and resolve incidents using effective questioning, remote tools, and IT service management systems, clearly communicating status updates and guidance while ensuring adherence to confidentiality and data protection standards.
• Identify trends in support requests and contribute feedback to improve service efficiency, processes, and the overall user experience.
• Manage the employee loaner device program with accurate tracking and accountability, and maintain clear, up-to-date documentation, reports, and knowledge base articles, including FAQs and self-service resources.
• Communicate effectively with team members and stakeholders to support collaboration and knowledge sharing.
• Support desktop and laptop image deployment, technology refresh initiatives, and equipment standardization by collaborating with IT teams to ensure systems are properly configured, updated, and deployed in compliance with established guidelines.
• Stay current with emerging technology trends to recommend improvements that enhance IT services, reduce complexity, and improve the user experience.
• Support IT equipment procurement by recommending appropriate solutions based on user needs, technical requirements, and budget considerations, coordinating with vendors and stakeholders to facilitate ordering, communication, and deployment.
• Collaborate with project teams and IT staff to support project execution, adapt to changing priorities, and contribute to continuous improvement through feedback, training, and team participation.

Minimum Qualifications:

• Associate degree or higher in Computer Science or a related field, or equivalent relevant work experience
• Customer-first mindset with demonstrated ability to deliver exceptional internal and external customer service and improve service delivery
• Working knowledge of Windows, macOS, iOS, Microsoft 365, and related end-user support technologies
• Strong troubleshooting, problem-solving, and active listening skills with the ability to reach mutually beneficial solutions
• Excellent written and verbal communication skills, able to explain technical concepts clearly to users with varying levels of technical proficiency
• Ability to handle confidential information with discretion and align actions with institutional values
• Demonstrated ability and willingness to learn new technologies and stay current with emerging technology trends
• Self-motivated, well-organized, and able to work independently while contributing effectively in a collaborative team environment
• Desire to grow technical skills and take on increasing levels of responsibility
• Proven frontline experience diagnosing and resolving hardware, software, application, and peripheral issues
• Experience providing support in person, via email, and through remote tools such as Microsoft Teams and Zoom

Preferred Qualifications:

• Familiarity with ITIL/ITSM methodology
• Comptia A+ Certification
• IT certifications - Hardware and/or Software certifications