Service Desk Technical Support Assistant (full time)

Join our Team at Portland Community College

Please Note: PCC currently limits employment to individuals residing in Oregon and Washington. Employment offers are contingent upon the ability to establish residence in Oregon or Washington.

Portland Community College will also ensure that applicants requiring reasonable accommodation for the hiring process are provided for. If reasonable accommodation is needed, please contact the PCC Talent Acquisition Team at pccjobs@pcc.edu.

Portland Community College is the largest post-secondary institution in Oregon and 19th largest in the nation, serving approximately 80,000 full- and part-time students. With four comprehensive campuses, five workforce training and education centers, and 200 community locations in the Portland metropolitan area, our unique role is to make high-quality education accessible to everyone, creating opportunities for our students and contributing to the economic development of our community.

Under direction of Management, provides computer support to end users across the College District for routine computer hardware, software, other technology equipment, and business related applications. Troubleshoots and diagnoses basic problems related to computer/information technology. Escalates complex issues to ensure timely resolution. Trains staff on various computer platforms and related components and software. Directs and reviews the work of student workers and casual employees. Performs routine work with minimal supervision.

Here is the complete job classification: https://www.pcc.edu/hr/employment/classified-jobs/TechnicalSupportAssistant/

What You'll Do and Who We Are Looking For

Position Overview

The Technical Support Assistant assists the IT Service Desk to provide computer support to end users across the College district for basic support, password changes, and dispatching tickets to other IT teams. This position is primarily focused on answering calls related to password changes and will transition to providing basic support for other systems. The Technical Support Assistant works with the IT Service Desk to augment support offerings during periods of high call volume and staffing shortages.

Key Responsibilities

• Provide technical assistance via phone and email to address a range of hardware and software issues.
• Support infrastructure emergencies by logging incoming calls and keeping users informed about the current situation.
• Assist in the upkeep of the Help Desk tracking system, ensuring accurate problem and solution documentation.
• Help support diverse software applications, including word processors, spreadsheets, and web-based tools.

Typical Duties

• Provide technical assistance to internal users for hardware and software issues.
• Document problem details within the Help Desk system and contribute to its upkeep.
• Offer support during infrastructure emergencies, including user communication.
• Aid users with various software applications.
• Maintain professional and supportive communication with users facing technical difficulties.

Work Environment

• This is a primarily remote position.
• Must be able to work in a dynamic, networked environment with frequent interruptions.
• May involve exposure to changing physical and ergonomic environments.
• Requires professional interaction with users who may be frustrated or anxious.
• May need to lift and move computer equipment weighing up to 40 pounds.
• May involve occasional periods of sustained effort, including working in confined spaces.

Minimum Qualifications

• High School diploma or equivalent.
• Two years of training in computer technology either through direct experience working with the technology or by completing courses designed to provide troubleshooting skills and use of MS Office applications
• Familiarity with automated systems, personal computers, network technologies, databases, and various software applications

Work experience includes knowledge of some or all of the following systems: Automated systems, personal computer and network technologies, databases, learning management systems, online learning tools, printers and peripherals (PDA’s, scanners, modems, CD/DVD drives, etc.), a variety of software applications (e.g., word processing, spreadsheet, email, Intranet, web browsers, HTML editors, and image manipulation software).

Knowledge, Skills, and Abilities

Knowledge of:

• A wide variety of technologies to support end-user needs
• Various software applications (desktop, client-server, browser-based) Principles of troubleshooting and analysis

Skills in:

• Learning new computer software
• Effective verbal and written communication
• Multi-tasking and time management

Ability to:

• Troubleshoot, diagnose, and repair computer hardware and software problems
• Prioritize work requests with moderate supervision
• Ensure a proper setup for remote work is available and maintained

Success Criteria

• Self-motivation to perform tasks with minimal supervision in a remote environment
• A sufficient workspace that is free of distractions and conducive to efficient and productive work
• A stable internet connection that can support frequent voice and video calls
• The ability to empathize to offer compassionate, calm, and effective support to frustrated users

Why You'll Love Working Here

The PCC district encompasses a 1,500-square-mile area in northwest Oregon and offers two-year degrees, one-year certificate programs, short-term training, alternative education, pre-college courses and life-long learning. As part of our College community, you’ll enjoy:

• A collaborative and inspiring campus community
• Opportunities for learning and professional development

Portland Community College embraces equity and inclusion as a priority. We are committed to building a community with a variety of backgrounds, skills, views, and life experiences. The more we value equity and inclusion, the more we will add value to the work we do and how we serve our students, engage with each other, and the Oregon Community that we serve. Creating a culture that honors equity and inclusion is our objective and the smart path forward.

Position GradeClassified 16 (A)

Employment TypeFull time

Total Rewards Package / What We Offer

There is never a dull moment at PCC. We offer more than just a competitive salary. When you join our team at PCC you'll also enjoy:

• Comprehensive benefit package
• Oregon PERS contribution
• Tax deferred annuity program and a deferred compensation program
• Tuition waiver for you, your spouse/domestic partner, and dependent children under 24 years of age, as well as partial tuition reimbursement for full-time employees at other accredited institutions
• Free access to the sport centers / campus gymnasiums, performing arts, and cultural events
• Conference and Event Rental Space - Employees receive 50% off when on-campus for personal events
• Paid Leave (Pro-rated by FTE for Part-Time Employees) reference Classified Agreement
• Starts at 8 hours of vacation leave per month (additional vacation hours with years of service)
• 1 day of sick leave per month
• 12 paid holidays
• PCC Winter Break (when College is Closed)
• 24 hours of personal leave per year

More detailed information on the benefits plans, who is eligible, and how to enroll or make changes can be found at pcc.edu/hr/benefits. Please email PCCBenefits@pcc.edu if you have any questions.

How We Determine Initial Salary Placement

Minimum $ 47,034 to range midpoint of $ 51,070. Placement will generally not exceed the mid-point, based on qualifications, experience, and internal equity