IT Customer Support – Journey - Stafford Creek Corrections Center (SCCC)

Grays Harbor College; Washington; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Retirement programs

Paid holidays

Vacation and sick leave

Job summary

Grays Harbor College seeks an IT Customer Support – Journey level employee to support instructional programs at Stafford Creek Corrections Center. This role provides technical support for faculty, staff, and incarcerated students in a secure correctional environment.

The position is full-time and grant funded; candidates must pass NCIC background checks and be cleared to work in a prison, with guidance from DOC IT and SBCTC IT while aligning to college standards.

Qualifications

• Bachelor's degree in CS, IT, or related field, or 4 years of IT support experience.
• Journey-level experience supporting hardware, software, and IT systems.
• Ability to independently troubleshoot and resolve technical issues.
• Strong working knowledge of desktop systems, applications, and basic networking.

Responsibilities

• Troubleshoot and resolve hardware, software, and network issues affecting classrooms and staff.
• Deploy, configure, maintain, and repair endpoint devices and classroom technology.
• Coordinate with DOC/SBCTC IT and GHC IT for governance and security alignment.
• Develop and test computer images and software packages for deployment within standards.
• Support instructional technology and classroom labs, including testing environments.

Skills

IT Support

Troubleshooting

Networking basics

Education

Bachelor's degree in Computer Science or IT

Tools

Active Directory

Office 2024

Windows 11

Job description

Grays Harbor College is seeking an IT Customer Support – Journey level employee to support instructional programs at Stafford Creek Corrections Center (SCCC). This position provides technical support for faculty, staff, and incarcerated students in a secure correctional environment. Although safeguards are implemented to protect staff, this work will be performed in a correctional facility where the potential for violence exists. Applicants for this position must be able to pass an N.C.I.C. background check and be cleared to work in a prison. Continual access to the facility is a critical element of employment.

This role operates within a multi-agency technology environment and works under the guidance of Department of Corrections (DOC) IT, in coordination with SBCTC IT, and as part of the Grays Harbor College IT team. The position ensures that all technology services, access, and configurations align with DOC requirements, SBCTC-supported systems, and college standards.

The position is responsible for maintaining reliable and compliant technology systems that support classroom instruction and college operations within DOC facilities. This includes troubleshooting hardware and software issues, supporting instructional technology, and coordinating across partner IT teams to ensure systems meet security and operational requirements.

This is a journey-level position expected to work independently on most assignments while operating within established standards, policies, and cross-agency coordination. This position is a full-time, grant funded position and continuation is subject to the availability of funding.

Grays Harbor College has an excellent benefits package to include medical, dental, vision, basic life insurance, primary and supplemental retirement programs and long-term disability insurance. Full-time employees will also receive 11.33 hours of vacation leave per month to start, 8 hours of sick leave per month, and 4 personal leave days a year. Washington state also observes 11 paid holidays per year.

Classified positions at Grays Harbor College have been designated as bargaining unit positions represented by the Washington Public Employees Association, Local 365. The union and the college have a collective bargaining agreement (referred to as the contract) that is posted on the GHC website. https://www.ghc.edu/hr/labor-relations

Grays Harbor is committed to providing excellent educational opportunities. We prioritize student learning, promote student and faculty success, foster an inclusive environment, manage our resources, and connect with the community. We strive to create a culturally relevant environment on campus and in the community by learning and practicing equity-mindedness and promoting faculty, staff, and student diversity.

Hardware, Systems, and Network Support

• Troubleshoot and resolve complex technical issues impacting desktops, laptops, printers, and peripheral devices.
• Deploy, configure, maintain, and repair endpoint devices and classroom technology.
• Support local systems and coordinate with DOC and SBCTC IT on infrastructure and network-related issues.
• Independently develop and test computer images and software packages for deployment, and perform endpoint patching, upgrades, and lifecycle replacement within established DOC, SBCTC, and GHC standards.
• Diagnose and resolve connectivity and performance issues within restricted network environments.

Software Support and System Administration

• Install, configure, and support operating systems, enterprise applications, and instructional software.
• Provide advanced troubleshooting for application, authentication, and access-related issues.
• Support authorized user access based on approved requests and established least-privilege standards.
• Support endpoint security updates and respond to virus and malware incidents using established procedures, escalating issues to the responsible IT team.
• Support Office 2024, Windows 11, and other college-supported systems in coordination with GHC IT.
• Maintain technical documentation for systems, configurations, and procedures.
• Ensure software configurations align with DOC and SBCTC requirements where applicable.

DOC, SBCTC, and GHC IT Coordination

• Work under the guidance of DOC IT for all systems operating within the correctional facility.
• Coordinate with SBCTC IT for state-supported systems, including access, configuration, and issue resolution.
• Collaborate with GHC IT to ensure alignment with college standards, security practices, and support models.
• Independently prioritize assigned work, projects, and trouble tickets to meet established timelines.
• Escalate issues appropriately across DOC, SBCTC, and GHC IT based on system ownership and responsibility.
• Ensure all work performed aligns with established governance, security, and operational boundaries.

Instructional Technology and Classroom Support

• Support classroom technology including computers, projection systems, and instructional tools.
• Assist with implementation and support of new instructional technologies.
• Troubleshoot classroom issues to minimize disruption to instruction.

Testing and Instructional Software Support

• Support student testing environments, including GED and other required testing platforms.
• Maintain and update instructional and testing software systems.
• Coordinate software updates, licensing, and system readiness for instructional programs.

Working Conditions

• Work is performed within a secure correctional facility and requires adherence to all DOC safety and security protocols.
• Daily interaction with faculty, incarcerated students, DOC staff, and college personnel.
• Movement of equipment and tools must comply with facility control procedures.
• Occasional travel to the main campus may be required.

Required Qualifications

• Bachelor's degree in computer science, Information Technology, or a closely related field, OR four years of professional IT experience in customer support, hardware, software, endpoint management, or related technical support.
• Demonstrated journey-level experience supporting hardware, software, and IT systems.
• Ability to independently troubleshoot and resolve technical issues.
• Strong working knowledge of desktop systems, applications, and basic networking.

Preferred Qualifications

• Experience in a correctional or highly regulated environment.
• Familiarity with Office 2024, Windows 11, Active Directory, and endpoint management.
• Experience supporting instructional or classroom technology.

Special Requirements

• Must pass and maintain Washington State Department of Corrections background clearance.
• Must comply with all DOC facility access and security procedures.
• Must complete required DOC and college training.
• Work must be performed within established multi-agency IT governance and may not deviate from DOC, SBCTC, or GHC IT standards without approval.

Background checks - 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. Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington State Law.

Grays Harbor College does not discriminate on the basis of race, color, national origin, sex, disability, sexual orientation, gender identity, creed, religion, marital status, veteran status, genetics, or age in its programs, activities, and employment.

The following person has been designated to handle inquiries regarding the non-discrimination policies:

• Title II/Section 504 and Title IX Coordinator - Erin Tofte, Associate Vice President of Human Resources

For further information on notice of non-discrimination, visit https://ocrcas.ed.gov/contact-ocr for the address and phone number of the office that serves your area, or call 1-800-421-3481.