Highline Community College Instructional Computing
Work-Study / Customer Services

 JOB DESCRIPTION: This position reports to the Support Supervisor of Instructional Computing. 

Instructional Computing's role is to provide computing services and technical support to the Instructional units of the college, and for all activities related to the delivery of instruction.  Customer Services is Instructional Computing’s interface with the campus population and runs the Help Desk, which is the initial point of contact for the entire department. Reporting to the Support Supervisor, the Customer Service employee provides technical assistance to the faculty, staff and students of Highline, including testing, installation, and configuration of hardware and software.  IC manages the Instructional Computing Center, supporting over 20 servers and more than 800 desktop workstations in 17 computer lab classrooms and numerous other instructional areas across campus.  IC also provides technical support for the Federal Way Campus, Central Washington University’s HEC, and for library functions.  IC provides hardware and software configuration and support services, technical and end-user support, and online delivery services, to further the instructional efforts of the college. This position is responsible to represent Highline Community College in a professional manner and assists in maintaining an environment conducive for to students achieve their educational goals.  Primary function is to provide user support to students, faculty and/or staff in the day-to-day operations of an Instructional Computing Lab consisting of local area network workstations.  To assist in component level repairs using hardware and software diagnostic tools to diagnose, troubleshoot, assess, and resolve hardware and software technology problems.  Perform receptionist duties at the Reference Desk.  Manage the front desk phone calls, answering questions, taking messages, or transferring the caller to the correct party.  Receiving and documenting support/alerts calls.  Assists in other duties as needed and contacts designated Instructional Computing Support staff for resolution of unresolved problems.   This position assists in other duties as needed.

COMPETENCIES:
The ideal candidate for this position will possess:

·                     Proven ability to actively contribute to a work environment that embraces diversity and uses diverse perspectives to enhance the attainment of organizational goals;

·                     Demonstrated ability to handle customer inquiries and complaints promptly and courteously in a timely and responsive manner;

·                     Excellent written and verbal communication skills using excellent grammar, punctuation and spelling to explain, teach, and learn;

·                     Ability to understand and assimilate simple and complex computing issues by reading information and listening to others;

·                     Mental capacity to analyze and resolve information technology hardware, software, and project management issues;

·                     Ability to work independently and collaboratively in day-to-day activities and crisis situations;

·                     Character that accepts personal responsibility for the quality and timeliness of work;

·                     Focus to meet productivity standards, deadlines and work schedules;

·                     Proven track record of exhibiting exceptional work ethics in punctuality, honesty, integrity and using public resources appropriately; and

·                     Ability to sit frequently, stand, crouch & kneel occasionally, and lift up to 30lbs frequently.

DUTIES:

·                     Receives, records, tracks, and responds to support/alert calls from faculty and staff computer related problems and requests via email, telephone, and in person;

·                     Assist users with basic hardware & software problems

·                     Answer general questions regarding ICC policies & procedures

·                     Maintains printer paper and toner levels and empties recycle bins;

·                     Performs and or assists in component level repairs using hardware and software diagnostic tools to diagnose, troubleshoot, assess, and resolve hardware and software technology problems;

·                     Participate in furthering computing support knowledge by attending Instructional Computing staff training, regularly reading over Instructional Computing emails, Instructional Computing web sites, and computing magazines as well as participating in Instructional Computing’s online training.

To apply for this position, please submit your resume and a list of available hours to Tina Ostrander, tostrand@highline.edu