ITS Support Specialist I [Part-Time]

Clackamas-Community-College; Oregon City (OR); On-site; USD 25,000 - 39,000; Part time

Job summary

Clackamas Community College (CCC) seeks an ITS Support Specialist I to provide primary technology assistance for students, staff, and the campus community. The role includes in-person service desk support, phone assistance, and remote access to ensure optimal learning and working environments.

The position is part-time, non-union, non-exempt, and non-benefits-eligible with morning-afternoon or afternoon-evening shifts at the Harmony campus.

Qualifications

• High School diploma or equivalent plus one year of IT training or experience.
• Experience with Windows OS, Active Directory, TCP/IP/DNS, and M365.
• Excellent customer service and the ability to communicate effectively, both verbally and in writing.

Responsibilities

• Provide frontline technical support in-person, by phone, and remotely.
• Log requests in the service desk ticketing system and document activities.
• Install upgrades and patches; deploy hardware as needed.
• Maintain and troubleshoot classrooms and labs equipment and audiovisual tools.
• Coordinate with vendors for hardware replacement or repair.

Skills

Windows OS

Active Directory

TCP/IP DNS

M365

Hardware troubleshooting

Customer service

Verbal & written communication

Education

High School diploma or equivalent

One year IT training/experience

Tools

Ticketing system

Job description

Clackamas Community College (CCC) seeks to hire an ITS Support Specialist I. This is a part-time, non-union, non-exempt, and non-benefits-eligible position which will work morning-afternoon or afternoon-evening shift at our Harmony campus.

We are interested in finding the best candidate for the job, and candidates that may be from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective, and thought.

CCC is committed to continuous improvement and innovation in support of student-centered teaching and learning. We are committed to understanding and dismantling systems of oppression and to co-creating a more equitable educational system that in turn fosters a more equitable society. We strive to be a student-ready institution that supports and partners with students to promote discovery and growth. We work to mobilize community-wide awareness and action related to the college’s strategic priorities and seek to build relationships in support of community well-being.

At CCC, individuals are celebrated for their experience and expertise, validated for their unique perspectives, and engaged in ways that reflect their needs and interests. To learn more about CCC visit Leadership, Vision and Initiatives.

PURPOSE OF POSITION

The IT Support Specialist I serves as the primary point of contact for resolving technology issues within the college community. This role provides comprehensive technical assistance and troubleshooting for a wide range of hardware and software, including computers, printers, multimedia, and audiovisual equipment. The IT Support Specialist I delivers timely and effective support through in-person service desk interactions, phone assistance, and remote access tools, ensuring an optimal learning and working environment for all users.

ESSENTIAL JOB FUNCTIONS

1. Technical Support (50%)

• Uses service desk ticket tracking system to log requests, document both completed and pending tasks, incidents, problems, and solutions, monitoring progress, and identifying trends.
• Creates and maintains written and electronic materials (e.g., service desk tickets, knowledge base articles, procedures, manuals, user guides, status reports, instructions, equipment inventory, projects, drawings, whitepapers, memos, etc.) to document activities, convey information, and provide an up-to-date guide and audit trail.
• Analyzes and diagnoses common problems to educate and assist and/or repair, correct, or resolve technology, equipment, and/or systems issues.
• Researches, tests, recommends, specs out equipment, and implements technology and technology solutions; collaborates with staff, vendors, hardware, and software manufacturers to determine specifications that meet functional needs of customers, staff, integrated dependent systems and interoperability.
• Installs necessary upgrades, service packs, patches, and fixes to maintain and update technology systems.
• Deploys and replaces staff equipment, including desktops, laptops, monitors, printers as needed.
• Assists in the maintenance and troubleshooting of digital signage hardware and peripherals.
• Coordinates with vendors for the replacement or repair of defective hardware.
• Assists in updating and maintaining asset inventories for desktops, laptops, workstations, tablets, and software, using the designated IT asset management tools and procedures.
• Assist with the disposal of retired IT equipment.
• Diagnoses and resolves technical issues within classrooms and labs as needed to allow for an optimal learning experience
• Deploys classroom and lab equipment as needed, including projectors, doc cams, switchers, podiums, and computers

2. Phone and Customer Support (50%)

• Greets and assists both walk-up users and those with scheduled appointments at the service desk window; provides support to resolve their technology-related problems.
• Responds to calls into the service desk for assistance, providing first-line technical support to users via phone and remote access tools to troubleshoot and resolve issues
• Communicates technical information clearly and concisely to non-technical users
• Guides users through using common college technology and core applications.
• De-escalates situations involving dissatisfied users, offering patient assistance and support
• Prioritizes incidents and requests to ensure resolution within the agreed Service Level Agreement.
• Escalates complex issues to higher tiered support as needed

GENERAL JOB FUNCTIONS

• Establish and maintain effective working relationships with students, staff, other agencies, and the general public.
• Perform other duties as assigned within the scope of the classification.
• Participate in college committees when requested.
• Maintain proficiency by attending training and meetings, reading materials, and meeting with others in areas of responsibility, which may require travel.
• Maintain work areas in a clean and orderly manner.
• Maintain student confidentiality, data integrity, and comply with all related college, state, and federal standards, including the Family Educational Rights and Privacy Act (FERPA).

Job duties vary by department. The following focus areas may be assigned these additional duties:

FOCUS AREA

• Bilingual – Provide bilingual support to students and staff as outlined above.

REQUIRED QUALIFICATIONS

• Equivalent to a High School diploma AND one year of training in computer technology either through direct experience working with the technology or by completing courses designed to perform the duties as described OR Any equivalent combination of education and experience which provide the knowledge, skills, and abilities required to perform the duties as described.
• Strong problem-solving skills and technical abilities that include experience with Windows OS, Active Directory, network protocols (TCP/IP, DNS), and M365 applications. Ability to perform hardware troubleshooting (laptops, desktops, printers) is also necessary. Excellent customer service and the ability to communicate effectively, both verbally and in writing, are essential. Additionally, any familiarity with classroom technology, audiovisual equipment, MacOS, and network security is a plus.
• Ability to exemplify traits that reflect the College’s culture, including integrity, a customer service orientation, cultural competency, trustworthiness, flexibility and a willingness to change.

PREFERRED QUALIFICATIONS

• Bilingual (Spanish, Russian, Ukranian, and/or Mandarin) to support students and staff as outlined in the job essential functions.

SPECIAL REQUIREMENTS OR LICENSES

• Driver’s license valid in the State of Oregon.

The physical demands listed below represent those that must be met by an incumbent to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

The position requires minimal (20-40%) ability to use dexterity and fine motor skills assemble, build or repair machines or other objects. Frequent (51-80% of the time) use of office equipment. The position requires some (20-40%) physical effort such as lifting, carrying, or movement, etc. Movements required to complete work require continual speed, agility, hand eye coordination and equipment operation. The work environment is protected with only some occasional hazards or obstacles (20–40%). There is a moderately low level of personal risk or hazard. Job conditions are occasionally comfortable, with moderate (20-40%) issues of confinement, temperature change, incident of noise, or interactions of a disagreeable nature, inside/outside work, dirty conditions, exposure to contagious disease, etc. Position may have some responsibility for driving.

WORKING CONDITIONS

SUPERVISORY RESPONSIBILITIES

Supervision of others is not a typical function assigned to this position. May provide training and orientation to newly assigned personnel, and may assign work to student workers.

SUPERVISION RECEIVED

Works under the general direction of the Service Desk Manager.

Veterans' Preference

Under Oregon Law, qualified Veterans and current or former Oregon National Guard members may be eligible for Veteran’s preference when applying for positions with CCC.

Preference will only be given if the applicant meets the minimum qualifications and any special qualifications for the position and electronically attaches the required documentation at the time of application.

Disabled Veterans must also submit a copy of their Veterans’ disability preference letter.

Documents Required

• MEMBER COPY 4 of DD Form 214 or 215
• NGB Form 22 or 55

For information regarding Veteran's Preference qualifications, visit https://www.oregon.gov/boli/workers/Pages/veterans-preference.aspx

Terms of Employment

• All positions at CCC are required to be available for work onsite as requested by the college and requires a flexible work schedule to meet program needs, which may include evenings and/or weekends.
• Those offered employment will be required to complete and sign forms before initiating the background check step.
• CCC employees must reside within 50 miles of Oregon City, Harmony or Wilsonville campus as a condition of employment.

• Proof of eligibility to work in the United States must be provided if selected for hire.

• CCC does not support employment permits or visas.
• Providing false information will result in rejection of an application, employment offer or dismissal.

Equal Employment Opportunity

CCC is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected class.