All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or status as a protected veteran. For more information regarding Evergreen's non-discrimination policies or to report discrimination, please visit the Affirmative Action and Equal Opportunity webpage at www.evergreen.edu/equalopportunity or contact the Affirmative Action and Equal Opportunity Officer at (360) 867-5371, Room 3102 Library Building, 2700 Evergreen Parkway NW, Olympia, WA 98505.

• Provide outstanding customer service in person and via phone, email, chat, or support request ticket system.
• Provide front-line support for tier-one technical issues and continuing support for tier-two issues escalated by tier-one IT staff; when appropriate, escalate issues to tier-three staff and system administrators.
• Provides day-to-day work guidance and direction to front-line tier-one IT support technicians.
• Provide information, instruction, and training to front-line staff regarding organizational policies and departmental procedures.
• Provide feedback to the Technology Support Center Manager on employee work performance and behavior.
• Act as a technical consultant to faculty and staff end users by evaluating needs, determining equipment configurations, and making recommendations regarding IT services.
• Answer end-user questions regarding settings, configurations, best practices, and typical business uses related to workstations, mobile devices, web browsers, email clients, and file shares in a Microsoft 365 enterprise environment.
• Provide comprehensive software and hardware support and troubleshooting of hardware and software on endpoints, workstations, mobile devices, web browsers, email clients, and file shares in a Microsoft 365 enterprise environment.
• Provide end-user support and potential escalation for identity and access management issues, such as account provisioning or de-provisioning, user password resets, multifactor authentication, and access to Evergreen data systems such as SharePoint, OneDrive, and network file shares.
• Perform on-site appointments to troubleshoot and resolve computer, software, and peripherals issues, pick up technology equipment for further evaluation and troubleshooting, and return equipment when a resolution has been provided.
• Document all support issues related to front desk activities, such as support request tickets, update existing tickets, and promptly communicate ticket status, resolution, and escalation to customers.
• Verify and complete configurations of computer systems for users before or during on-site installation.
• Determine when a support request ticket needs to be escalated to other subject matter experts within the Office of Information Technology and escalate them as appropriate after thoroughly documenting the problem and all other pertinent information.
• Work collaboratively with other IT professionals and non-IT subject matter experts to understand how technology is deployed at Evergreen, what known issues users encounter regularly, and how known issues are resolved.
• Under the supervision of the Technology Support Center manager, create appropriate documentation of solutions and processes for end-users and technical staff. Contribute documentation to the support knowledge base and coach front-line staff in creating essential documentation.
• Collaborate with the Technology Support Center manager to identify standards for customer-specific technology support, such as average response time, end-user satisfaction, and the number of problems resolved within a given period; assist the Technology Support Center manager in developing best practices and fostering continuous improvement.
• Other related duties as assigned by the Technology Support Center manager.

• Excellent customer service skills and the ability to communicate appropriately with customers via email, chat, calls, video conferencing, and in-person communications.
• Extensive knowledge of desktop and mobile operating systems, including Microsoft Windows, Apple macOS, and iOS.
• Extensive knowledge of desktops, laptops, and other endpoints, including hardware, software, and peripherals applicable to an enterprise computing environment.
• Advanced problem resolution and technical support services for end users when operating and using computers, peripheral equipment, and network connections.
• Knowledge of best practices, methods, and equipment used in troubleshooting and determining the causes of system, computer, application, and hardware problems and device errors and failures.
• General knowledge of voice, video, storage, and data networks.
• General knowledge of cybersecurity best practices to protect against potential threats such as viruses, malware, and spam.
• General knowledge of safety policies and practices applicable to the work being performed.
• Ability, skills, and willingness to work collaboratively in a diverse community.
• Self-motivated and able to work with minimal supervision.
• Ability to manage and prioritize multiple tasks/demands in a fast-paced help desk environment with frequent interruptions.
• Ability to stay current with changing technologies and support methodologies and to apply that knowledge to new and existing business needs.
• Ability to train Technology Support Center staff and end-users on new technologies as they are implemented.
• Ability to document all support issues using a ticketing system and provide timely updates to colleagues and customers.
• Ability to create end user and technical documentation for supported systems.
• Ability to move computer systems and peripherals, occasionally weighing up to 75 pounds with assistance and following safety protocols.

• Bachelor's degree and one year of related experience, Associate degree and three years of related experience, or a combination of experience and education equal to five years in a customer-facing technology support environment.
• Experience with both Windows and Mac operating systems and demonstrated mastery in configuring, installing, and troubleshooting current operating systems, client productivity tools, peripherals, wired and wireless networks, and mobile devices via current certifications, education, and/or experience.
• One year of professional work experience supporting users in a Microsoft 365 enterprise environment, including Teams, SharePoint, Office.com, and productivity apps.

• Must provide proof of identity and employment eligibility within three days of beginning work.
• This position is part of a bargaining unit and covered by a collective bargaining agreement.
• 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.
• Prior to an official offer of employment, a Declaration Regarding Sexual Misconduct form must be submitted to the college per RCW 28B.112.080. The college will contact current and past employers to verify this information. Applicants who provide inaccurate information in their declaration will be disqualified and, if the inaccuracies are discovered after the applicant has been hired, it shall be grounds for termination.