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Portland Community College

Location: PortlandOR 97280 Document ID: AC342-3DBS Posted on: 2018-09-2709/27/2018 Job Type: Regular

Job Schedule:Full-time
2018-10-27
 

Technology Support Analyst - Cascade Campus



Technology Support Analyst - Cascade Campus

Portland Community College


Requisition Number: 09473

Location: Cascade Campus

Address: 705 N Killingsworth Street, Portland, OR

Hours of Work: 8 a.m. to 5 p.m. Monday - Friday

Position Status: Classified; Level 24; Full-time; Non-Exempt

Starting Salary Range: The first two steps of the range are: $4,398 to $4,530 per month. Higher salary placement may be available based on qualifications, experience and internal equity.

Job Close Date: Apply Immediately; This position will close once sufficient qualified applications have been received.

Job Summary:
Under the direction of the Campus Technology Manager serves as a liaison between Technology Solution Services (TSS) and assigned college departments on matters related to technology support and planning. Provides analysis and problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems at a designated location. Interacts with and coordinates work assignments between TSS teams and assigned departments. Makes decisions based on independent judgment to resolve a range of complex technical problems. Provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships.

PCC offers a comprehensive benefit package designed to provide employees and their families, including domestic partners, with a access to a broad range of benefit options.

Includes Health, Dental, and Vision options, Group Life, Auto and Home Insurance. Retirement and tax deferred 403B plans.

Paid Leave:
Starts at 6.67 hours of Vacation leave per month (additional vacation hours with years of service)
8 hours of Sick Leave per month
24 hours of additional Personal Leave days per year
11 Paid Holidays

Additionally, PCC provides a tuition waiver for yourself, domestic partner, and children under 24 years of age. Tuition reimbursement for yourself at other accredited institutions.

For a complete list of PCC benefits please copy and paste the following link into another browser http://www.pcc.edu/hr/benefits/

Responsibilities/Duties:
Responsibilities/Duties:
- Functions as the key contact for all requests from a broad range of users for technical support at a designated location. Provides consultation and support; communicates effectively to convey complex technical information.
- Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures. Suggests, tests, implements, and evaluates solutions.
- Coordinates and interacts with other TSS teams and functions as a liaison between TSS and users to communicate end-user needs and ensure effective solutions are implemented.
- Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; coordinates implementation, installation, and training.
- Analyzes and plans technical support based on consultations with PCC staff. Documents support plans and establishes implementation schedules.
- Analyzes and resolves computer hardware, software and network issues, repairs user workstations, modifies configurations, replaces faulty components and rebuilds complete systems on a variety of platforms.
- Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
- Advises and assists with recommendations to departmental management and TSS on equipment purchases and training needs.
- Coordinates contact with vendors as needed to assist with support activities.
- Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
- Provides work direction and coordination of work activities to other technical staff and/or student and casual employees.
- Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies.

Minimum Qualifications:
The education and/or work history sections of your online application form must demonstrate that you meet all of the following Minimum Qualifications. The information on the resume/cover letter will not substitute for the completed application.
- Satisfactory references and successful completion of the criminal background check are required to meet the minimum qualifications for hire into this position.
-
In the online application's Education/Employment History sections, include jobs, duties, and dates that display these qualifications.


MINIMUM QUALIFICATIONS:
- Four or more years of work experience with automated systems in a complex network environment.
- Successful professional experience working in an end-user, customer facing role in a trouble-shooting capacity is required.

- An Associate degree in a computer related discipline is required. (Two years of additional relevant experience may substitute for the degree requirement).

Knowledge of: A wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.); principles of troubleshooting and analysis; Methods and techniques used in the installation, trouble shooting, problem resolution and maintenance of information systems hardware and software.

Ability to: Support a variety of users with divergent needs and skill levels; Translate user needs into viable solutions; work independently and as part of a project team; work collaboratively to make necessary decisions and respond to emergency situations effectively; research and perform feasibility studies and analysis and facilitate most effective solutions to meet user needs; communicate technical and complex information in verbal and written form; accurately troubleshoot and diagnose technology issues in a complex networked environment; identify trends and make suggestions for technical modifications to resolve existing and future problems; work occasional long hours; provide own transportation to various sites throughout the district as necessary.

Work Environment and Physical Requirements

Work pressure and interruptions occur regularly. Project implementation responsibilities, daily tasks, and problem resolution activities must be prioritized and managed effectively and efficiently. Involves ongoing exposure to constantly changing physical and ergonomic environments. Ability to respond quickly to emergencies and special user requests in a dynamic, networked environment; and communicate effectively with distraught or reactive individuals. Ability to lift and work on equipment that may be located in tight or poorly lighted spaces. Lifting and moving of end-user computing devices weighing up to 40 lbs. is sometimes required.

Special/Preferred Qualifications:
PREFERRED QUALIFICATIONS:
- Experience with technology tools and systems used by IT at PCC including Active Directory, Jamf, Bomgar, Dell Kace K1000 K2000, Symantec Ghost, McAfee Endpoint Security, PowerShell scripting, Deep Freeze and accessibility software.
- Preference will be given to applicants with additional education beyond the minimum qualifications.
- Ability to interpret and apply policies, procedures, and standards to ensure that sound decisions are made, issues are resolved, and escalation steps taken as needed.
- Effective project management, organizational, and time management skills. Ability to lead project teams in a collaborative and professional manner.
- Demonstrated written and verbal communication skills with experience communicating with internal and external stakeholders.
- Experience working in Higher Education institutions with technology solutions and systems that support academic programs, student success, and effective teaching and learning environments.


When you apply, Please be prepared to attach a document with your responses to the following Required Questions:


1. Please let us know what interested you in this position and how your experience and educational background make you the best candidate. Please include highlights of both technical and analytical considerations.

2. PCC is a culturally diverse institution. Can you describe your experience in a diverse environment? Please give an example of how you were involved with diversity.

3. Describe someone you worked with that provided great customer service. What skills and techniques did they have that made them excellent?


Additional Posting Information:
To apply for this position you must submit:
1. Completed responses to the (3) Required Questions - see questions below - (Attach document)*
2. Completed online application
3. Cover Letter (attach document)*
4. Current Resume (attach document)*

* When you apply for the position, you will be given an opportunity to attach the above documents. They may be attached in either "Microsoft Word" or ".pdf" formats.

When you apply, Please be prepared to attach a document with your responses to the following Required Questions:


1. Please let us know what interested you in this position and how your experience and educational background make you the best candidate. Please include highlights of both technical and analytical considerations.

2. PCC is a culturally diverse institution. Can you describe your experience in a diverse environment? Please give an example of how you were involved with diversity.

3. Describe someone you worked with that provided great customer service. What skills and techniques did they have that made them excellent?


*Applicants selected for hire will be required to pass a criminal background check as a condition of employment.

- This position is included in the bargaining agreement between Portland Community College and the Portland Community College Federation of Classified Employees (PCCFCE). Probationary period will be in accordance with Article 13 of the Classified Agreement. Current Classified employees are encouraged to review Article 15 for salary placement guidelines.

- Portland Community College will hire only United States citizens and aliens lawfully authorized to work in the United States. All new employees will be required to complete the designated Immigration Service Employers Verification I-9 form.

Documents that must be associated with this posting:
Resume
Cover Letter
Responses to Required Questions

Documents which can be associated with this posting:


Full Time/Part Time: Full Time

How to Apply
For complete job description and application instructions, visit: jobs.pcc.edu

As an Affirmative Action, Equal Employment Opportunity institution, PCC is actively seeking qualified minorities, women, disabled veterans, veterans and individuals with disabilities to enhance its work force and to reflect the diversity of its student body. Applicants with disabilities may request accommodation to complete the application and selection process. Please notify Human Resources at least three (3) working days prior to the date of need.







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