Support Specialist
Full Time
Pierce, WA
$72,840 - $88,788 a year
Posted Just posted
Job description
Position Summary
The mission of Pierce College is to create quality educational opportunities for a diverse community of learners to thrive in an evolving world.
Recognized by the Aspen Institute as one of the top 10 community colleges in the nation (2021), Pierce College is an innovative, mission-driven, data-informed, and equity minded community college dedicated to helping all students achieve their academic and professional goals, with a focus on racial and social equity and justice.
The Educational Technology division is part of the Information Technology department. Ed Tech is tasked with collaboratively developing, implementing, and assessing, visionary digital teaching and learning services using a lens of equity, diversity, inclusion, accessibility and efficacy which supports integrated technologies for teaching and learning for both students and employees.
The Educational Technologies Support Specialist (IT Customer Support - Journey) provides technical support and training to Pierce College students, faculty, and staff throughout the District, including both campuses and Joint Base Lewis-McChord. This position deals with end-user educational technology support as well as assists in the planning, testing, deploying, maintaining, and supporting a variety of educational technologies on campus. In addition, the Educational Technologies Support Specialist (IT Customer Support - Journey) serves as a backup to the district Learning Management System (LMS) administrator and is responsible for the curation and creation of accounts, and sub-accounts and application of administrative permissions to classrooms and workspaces. This position actively supports and engages in Pierce College’s goals for equity and inclusion in order to provide access and support for our diverse community of learners and our goal of becoming an anti-racist institution.
About the District
Pierce College enjoys a strong presence in the community and participates in innumerable partnerships with business, community, government, and educational organizations. Want a feel for our District. Take a peek with aerial campus views!
Pierce College Fort Steilacoom
Located on a beautiful 140-acre site adjacent to a 340-acre community, recreational park, and Waughop Lake.
Pierce College Puyallup
Located on an expansive site with 125-acres of wooded land with beautiful hideaways.
Pierce College at JBLM
Located at the Joint Base Lewis-McChord military sites, serving many of our military and active-duty families that are serving our country.
Essential Functions
The Educational Technologies Support Specialist (IT Customer Support - Journey) will be responsible for the following, but not limited to:
Provide advanced educational technology customer support
Respond to and successfully resolve upper tier LMS trouble tickets addressing unusual situations, requiring analysis and discernment.- Support the resolution of lower tier trouble tickets by training and acting as the escalation point for student help desk and IT help desk as it relates to educational technology.
- Evaluate ticket severity and impact on others and prioritize responses to ensure critical impacts are resolved first.
- Monitor multiple means of support request generations methods via phone, email, walk-in, and ticket submission software.
- Identify and escalate tickets to Canvas Support for external issues impacting our environment.
- Monitor, identify, and offer resolutions to patterns of issues and tickets.
- Develop routines and standards of practice to complete and automate tasks.
- Troubleshoot software application operations to identify the source of issues (bug, user error, processing errors, etc.)
- Work with vendors to implement and troubleshoot new third-party systems.
- Develop and document procedures and processes in support of end-user self-service.
Performs standard maintenance, preventive maintenance, modifications, testing, automations, and deployment of educational technology
Develop processes and procedures for account creation; create accounts for all users (students, faculty and staff).- Manage SBCTC student enrollment integration.
- Batch create course shells for instruction.
- Manage the setup of SMS Integration using the SBCTC eLearning and educational technology tools.
- Prepare and deploy black classrooms and group workspaces; populate with appropriate students, faculty, and staff.
- Conduct unit, and system usability testing.
- Support the integration and use of accessible tools and methodologies in order to support an equitable and accessible technological environment.
- Independently consult with customers to identify, analyze, and resolve technology needs and problems.
- Coordinate work with and/or oversee vendors responsible for installing third party software.
- Install and configure other local and third-party software integrations.
- Troubleshoot and diagnose complex software and issues.
- Coordinate and perform installations, moves, and changes.
- Analyze problems with Educational Technology applications and resolve technical issues with the Educational Technology applications.
- Support and enhance existing applications in compliance with specification standards.
- Successfully address diverse and complex issues.
- Formulate best practices for deployment and maintenance of educational technology systems and software.
Collaborate, coordinate, and consult with internal and external partners
Train and support students, faculty, and staff on the use of implemented educational technologies.- Lead and coordinate the district shared courses within programs with cooperating colleges across the state of Washington.
- Ensure accuracy in course offerings and timely execution of course mergers both locally and cooperatively amongst external colleges.
- Monitor and interactive with state-wide listservs for discussions of issues that may impact our users.
- Consult and support manager when system issues arise.
- Contribute to program and services development and initiatives in which educational technology can be used to enhance the learning, teaching, and integrated technology environment of the district.
- Participate in multiple external advisory groups, communities, and consortiums to keep abreast of system issues and upcoming updates for implemented technologies.
- Share local findings and learn effective operations of education technologies.
- Cross train as server administrator to support functional leads in advanced tasks.
- Perform other duties as assigned.
Qualifications
Education Required
Bachelor’s degree from an accredited college or university in Computer Science or closely related field.
Experience Required
Two (2) or more years of LMS administration experience.
Special Requirements
The successful candidate must consent to and pass a criminal background check
after a conditional offer of employment.- Must meet and maintain security standards for installation (JBLM) access authorization.
Required Competencies
Teamwork: Ability to work cooperatively with others, participates and fosters teamwork, and has a positive influence on others within a team. Seeks opportunities to work on teams as a means to develop experience and knowledge. Expresses disagreement constructively (e.g., by emphasizing points of agreement, suggesting alternatives that may be acceptable to the individual/group).
Communications: Ability to verbalize with supervisor and co-workers regarding the technical approach taken in problem solving. Ability to effectively interact with other individuals as well as internal and external organizations. Keeps his/her manager informed about progress and problems; avoids surprises.
Flexibility & Multi-Tasking: Ability to work in a high volume environment and respond to any IT administration and/or service interruption/problems, and focus on collaborative solutions to those problems until resolved. Skillfully demonstrates openness to new organizational structures, procedures, and technology; willingness to modify a strongly held position in the face of contrary evidence.
Customer Service: Ability to enhance customer satisfaction by improving efficiency and effectiveness of service delivery.
Personal Responsibility: Meets productivity standards, deadlines and work schedules.
Interpersonal Skills: Model and maintain the values of candor, openness, inclusiveness and honesty; build and maintain the trust of others.
Problem Solving: Ability to independently solve educational technology problems, including defining & analyzing the problem, identifying & testing solutions, choosing & implementing the best solution, documenting the changes as needed, and evaluating the outcome.
Client Management: Ability to anticipate client needs before they arise and presents solutions to project management that encompass issues at hand.
Application Process
Application Requirements
To be considered for this position, applicants must:
Meet the required qualifications as outlined in this announcement.- Complete the online application profile at: https://www.pierce.ctc.edu/hr.
- Apply for the specific job opening.
- Upload (attach) a cover letter that addresses how you meet the required qualifications as outlined in this announcement. (Cover Letter)
- Upload (attach) detailed résumé of all educational and professional experience. (Résumé)
- Transcripts are not required in order to apply for this position; however, if you are selected for an interview, you will be asked to bring copies of unofficial transcripts showing completion of the required level of education. Please upload current copies of your transcripts, if available. Unofficial copies of all college and university transcripts must include degree received and conferral date. International transcripts must include a foreign transcript evaluation. For a list of approved credential evaluation services visit: www.naces.org/members.html (Unofficial transcripts acceptable for application process; official transcripts required upon hire). (Transcripts)
- Upload (attach) a list of at least two professional references with names, addresses, telephone numbers, and e-mail addresses. Letters of recommendation will not be accepted. (References)
- Provide a response to the following question. (Supplemental Question)
Briefly describe how you have worked in your previous or current positions to advance equity, diversity, and inclusion in your organizations and how you would do that in this position. Please limit your response to 500 words or less.
Special Note
To ensure consideration, application materials should be received no later than 5:00 p.m. on the closing date.
All correspondence regarding your application status will be sent to the email address associated with your NeoEd account. Please make sure to check your spam folder periodically, in the case of an automated, incorrect delivery.
Terms of Employment
This is a full-time (40 hours per week) classified, overtime-eligible position with Pierce College District. This position is permanent after serving a 6-month probationary period. The primary work location will be at Pierce College, Fort Steilacoom campus. Occasional travel to Pierce College campuses or sites may occur. Work hours are between 8:00 a.m. and 5:00p.m. Monday through Friday with occasional evenings and weekend work, and occasional travel as required. This position may be subject to reassignment between campuses or sites.
Salary & Benefits
The starting salary of this position is $6,070.00 a month dependent upon qualifications, with periodic increments up to $7,399.00 monthly. However, your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long-term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided. For more information, please visit our Benefits and Leave website at: https://www.pierce.ctc.edu/hr- benefits.
Physical Work Environment
This position is required to work indoors in an open office environment, which requires visual concentration on detail, dexterity, precision, and is subject to frequent noise and interruptions.
Reasonable Accommodation
Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the District Human Resources Office by calling 253-964-7342. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the state's free telecommunication access service.
Screening & Interview Process
Only those candidates who have complied with the application process and meet the required qualifications will be considered. Following the review of application materials, the most qualified candidates will be contacted for an interview. Check the email account you used for the application process for communication regarding the status of your application. Application materials submitted to Pierce College are the property of the College and will not be returned.
Please note
This is a competitive selection process. Your application materials will be reviewed and evaluated based on the minimum qualifications listed for the position. Applicants whose qualifications most closely correspond to the District's needs will be eligible for further consideration.
Conditions of Employment
Pierce College is a “fully vaccinated campus” under the state’s higher education guidance, which means that COVID-19 vaccination is highly encouraged for all employees and students. This position is represented by the WPEA which requires all bargaining unit members to be fully vaccinated.
Prior to the start of employment, finalist(s) for this position will be subject to a pre-employment background check as a condition of employment. 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 RCW 28B.112.080.
An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H-1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire.
Pierce College has adopted a Drug Free Workplace policy. As a condition of employment, employees must agree to abide by the requirements established in that policy.
Bargaining Unit
This position has been designated as a bargaining unit position represented by the Washington Public Employee Association (WPEA).
Equal Opportunity
The Pierce College District is an equal opportunity employer. The Board of Trustees and Pierce College District are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and personnel practices. Decisions are made without regard to race, color, national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veteran or military status, or use of a trained guide dog or service animal.
For more information about this position or assistance regarding your application, contact Human Resources at: jobs@pierce.ctc.edu.
Questions regarding equal employment opportunities or discrimination may be directed to the following:
Sean Cooke - Title IX Coordinator
9401 Farwest Drive SW
Lakewood, Washington 98498
(253) 840-8472
Tami Jacobs - ADACO/Section 504 Coordinator
(253) 964-6581
Holly Gorski - Vice President for Human Resources
(253) 964-6519
Paula Henson-Williams - District Affirmative Action Officer
(253) 864-3229
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