Location: Spokane CC Main Campus Spokane

Department: District Computer Supp Serv

Salary Range: $3,999 - $5,370

Non-Permanent Classified position.

Starting salary for this position is: $3,999 (Monthly)

Employees hired at the entry step of this range receive salary step advancement after six months and every 12 months thereafter. An employee hired at anything higher than the entry step of the range will have salary step advancement after 12 months and every 12 months thereafter until they reach the top of the salary range. Each salary step advancement will be approximately a 5% increase.

About Us 

We are a community college district comprised of two accredited colleges, Spokane Community College (SCC) and Spokane Falls Community College (SFCC). In addition to serving a large urban and suburban population in greater Spokane, the district provides educational services to rural communities throughout a 12,302 square-mile region in Eastern Washington. This region includes all of Spokane, Stevens, Whitman, Ferry, and Pend Oreille Counties, as well as portions of Lincoln County.

Both colleges of CCS are accredited by the Northwest Commission on Colleges and Universities and governed by the Washington State Board of Community and Technical Colleges.

Applications will be accepted until 4:00 p.m. PST on 09/23/3034. The application process will not be available after this time. To ensure consideration make sure your application is completed and submitted as soon as possible. Applications will only be accepted prior to 4:00 p.m. on the closing date.

About the IT Customer Support Paraprofessional

The Information Technology (IT) Division at the Community Colleges is looking for customer-focused IT paraprofessionals who love to help people by troubleshooting technical challenges and finding optimal solutions. The ideal team member strives for continuous improvement as a professional, a team member, and as a division representative.

The Information Technology Division (IT) deploys strong technical skills and a passion for improving the lives of students, staff, and faculty in a dynamic teaching, learning, and working environment.

IT puts students first, promotes, equity through accessible learning and information technologies, and provides responsive service with excellence and integrity.

The CCS District service region includes urban, suburban, and rural sites located in six counties in northeastern Washington.

This is a non-Permanent position. 

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

• Triage IT issues in the ticketing queue and escalate work to appropriate technicians and teams. *
• Resolve tier I customer tickets. *
• Provide assistance via the Customer Support line, in person and virtually for issues related to wireless networks, logging onto campus systems, email, ctcLink, installing Office 365, and user functionality. *
• Maintain accurate records of work activities using the IT ticketing system. *
• Create & maintain documentation for clients and IT staff. *
• Support the procurement process by sorting and categorizing incoming equipment inventory and create installation tickets. *
• Ensure ticket completion adhering to service level agreements and CCS performance standards using professional communication with customers, supervisors, IT staff, and vendors. *
• Complete inventory management & process equipment for disposal. *
• Be aware of system outage and status communication to client users and IT staff. Escalate systemic issues to appropriate subject matter experts. *
• Model professional decorum and mutual respect in all personal interactions. *
• Comply with district policies, procedures and directives, state and federal regulations, orders and statutes and collective bargaining agreements. *
• Support and advance the CCS strategic plan, and perform other duties as assigned. *

Indicates this is an essential duty.

COMPETENCIES

• Action Oriented
• Optimizes Work Processes
• Ensures Accountability
• Drives Results
• Collaborates
• Values Differences
• Communicates Effectively
• Instills Trust
• Demonstrates Self-Awareness
• Self-Development
• Nimble Learning
• Situational Adaptability

Learn more about our competencies.

MINIMUM QUALIFICATIONS

• High school diploma or GED.
• Technical knowledge, skills and abilities in Windows, Mac and/or other operating systems.
• Familiarity with using media products and devices such as projectors, document cameras, and microphones.
• Demonstrable ability to help client users in a calm, professional manner.
• Demonstrable excellent organizational skills and attention to detail.
• Customer service experience in a paid or volunteer setting.
• Demonstrable ability to learn new technologies, such as Microsoft applications, Zoom, Canvas, etc.
• Adaptable to a variety of situations and able to pivot quickly from one task to another.

PHYSICAL REQUIREMENTS

• Work is performed in an office environment.
• Work is often sedentary.
• Work directly with students/clients.
• Move up to 25 lbs. frequently.
• Frequent oral and auditory communication with others.

CONDITIONS OF EMPLOYMENT

• Full-time schedule (12-months, 40-hours a week).
• 6-month probationary period.
• Criminal background check is required.
• May be required to work alternate shift.
• Requires local or regional travel.
• On premise presence is required; 100% remote work is not available.
• This position is designated a bargaining unit position. Membership is optional.

Person hired must be able to provide acceptable documentation of U.S. Citizenship or lawful authorization to work in the United States. This is an absolute condition of employment. An offer of employment will not carry with it any responsibility or obligation on the part of the district to sponsor an H1-B visa. In addition, the Community Colleges of Spokane maintains a drug-free work environment and prohibits all smoking in the college buildings and state-owned vehicles. Must be able to successfully work in and promote a multicultural work and education environment.  

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. Once an applicant is chosen for a position, they are required to complete and submit a declaration regarding sexual misconduct and investigation per state law.

Benefits Information

Medical, dental, life and long term disability insurance benefits are provided as currently administered under Public Employees Benefits Board; WA State Retirement Plan; vacation and sick leave begin to accrue at the rate of one (1) day per month, upon employment. (For positions that are less than full time, leave accruals will be prorated to the percentage of the position.) This position is designated a bargaining unit position and union membership is not a condition of employment. Leave accruals and usage are governed by the WFSE collective bargaining agreement.

Public Employees Benefits Board

Additional benefits information

Required Application Materials

To qualify for consideration, applicants must meet required competencies and submit a complete application packet, which includes the following:

• Cover letter - addressing your qualifications relevant to the responsibilities of this position.
  
• Resume.
  
• References – the names, addresses, and phone numbers of three professional references.

For questions regarding a job application or the hiring process, or if you require an accommodation during the application or interview process, please contact HR at CCS.Recruiter@ccs.spokane.edu.

Community Colleges of Spokane (CCS) Equity Statement

CCS believes that access to high-quality education in a safe and inclusive environment is the right of all individuals and imperative for the continued advancement of a strong democracy and workforce. We also believe higher education institutions have an obligation to work toward and demonstrate progress in ensuring equity amongst their students, faculty, and staff. Equity is grounded in the principle of fairness. In higher education, equity refers to ensuring that each student receives what they need to be successful through the intentional design of the college experience.

Native Land Acknowledgement

We are honored to acknowledge that the Community Colleges of Spokane, and our main campuses for Spokane Falls and Spokane Community College, are located on the traditional and sacred homelands of the Spokane Tribe. We also provide services in a region that includes the traditional and sacred homelands of the Coeur d’Alene Tribe, Confederated Tribes of the Colville Reservation, Kalispel Tribe and Nez Perce Tribe.
 
We pay our respect to tribal elders both past and present as well as to all Indigenous people today. This land holds their cultural DNA, and we are honored and grateful to be here on their traditional lands. We give thanks to the legacy of the original people and their descendants and pledge to honor their stewardship and values.

Equal Opportunity Institution

Community Colleges of Spokane does not discriminate in its programs, activities and employment on the basis of race, creed, color, religion, national or ethnic origin, age, sex, marital status, pregnancy, pregnancy related conditions, parental status or families with children, status as a mother breastfeeding their child, AIDS/HIV or hepatitis C, honorably discharged veteran status, sexual orientation, gender identity or expression, disability, use of a trained guide dog or service animal by a person with a disability, genetic information, or any other legally protected category. 

Direct all inquiries or grievances regarding access, Title IX, ADA, equal opportunity compliance, and/or grievances to:
Fred Davis | Chief Human Resources Officer
Community Colleges of Spokane
P.O. Box 6000, MS1004
Spokane, WA. 99217-6000
509-434-5040