End User Support Specialist II

Salary: $23.95 Hourly
Location : White City, OR
Job Type: Full-Time Classified
Job Number: 01926
Department: Information Technology Services
Opening Date: 02/24/2025

Position Description

Position Title

End User Support Specialist II

Secondary Title
Group / Grade

6
Classification

Classified

Work Location

Table Rock Campus

Overtime Eligible

Non-Exempt

Division

Operations & Finance

Differentials

N/A

Department

IT-End User Services

Reports To

Director, IT

Supervision Received

Works under the general supervision of theDirector, IT.

Supervisory Responsibility

Supervision is not a responsibility of this position. May oversee student employees.
Position Summary

Provides technical support for all aspects of staff and classroom hardware/software, peripherals, and smartphones and various technology used by staff and students, including planning deployments, installation, maintenance, and repair. Works with and trains staff and students in all aspects of desktop computers and classroom technology, including software applications and hardware solutions. Works as part of the Tier 2 team to respond to requests for installation, troubleshooting, and repair for all end-user technology on campus including computer labs. Works in partnership with staff and Tier 3 IT administrators to design practical solutions for the purchase and licensing of all desktop computers, software, and peripherals. Manages several campus-wide applications and database solutions including, disk imaging solutions, document imaging solutions, desktop computer monitoring, video content cloud storage, end-user support ticketing system, and security solutions. Oversees and manages Active Directory objects including, computer objects, Organizational Units, printer objects, policy objects, and user accounts for a password reset. Works with the Audio/Visual Engineers to set up and provide technical support at events on and off campus.

Examples of Duties - Essential Functions

Equipment Support

• Troubleshoot, plan implementations, deploy, configure, replace, and repair hardware and peripherals used by the college staff, students, and faculty.
• Plan, install, remove, troubleshoot, update, and configure software and the operating system on staff workstations.
• Install, relocate, replace, configure, troubleshoot & testing various networking equipment.
• Plan, create, and deploy system images on both staff and computer lab workstations.
• Work with vendors to obtain quotes for all areas of the staff college required workstations, peripherals, software, and hardware.

2.

System Administration

• Responsible for moving Computer Objects in Active Directory to the correct Organization Unit. And removing Old Computer Objects in accordance with College Policy.
• Administer identity management service for multi-factor authentication.
• Configuration settings on all printers on campus are managed through a Print Management Solution Servers to ensure printing is efficient and without errors.
• Configuration, maintenance, administration, development of modules/interface/portals, quality assurance, training of staff, and updates on the college's trouble ticketing system.
• Management, development, creation, security updates, and maintaining the college's databases of scanned documents.
• Administration of all Apple devices on campus through Apple's School management system.

3.

Other Duties

• Responsible for maintaining up-to-date and accurate documentation that reflects problem resolution, new procedures, inventory, workstation history, and guides for troubleshooting or installing software and hardware.
• Research quotes, new software/hardware, new procedures, and best practices.
• Provide staff and student training via workshops, one-on-one training, step-by-step guides, etc.
• Maintain and update the college's desktop monitoring solution, including software updates and security patches, and remote desktop support.
• Event setup and support
• May participate in College committees as assigned.
• Engages in professional growth opportunities as assigned.
• Performs other duties as assigned.

Institutional Expectations

• Demonstrates our core values of integrity, collaboration, diversity, equity, and inclusion, sustainability, and courage.
• Actively contributes to a culture of respect and inclusivity by collaborating effectively with students, colleagues, and the public from diverse cultural, social, economic, and educational backgrounds.
• Participates in the recruitment and retention of students at an individual and institutional level in the promotion of student success.
• Embraces and leverages appropriate technology to accomplish job functions.
• Provides high-quality, effective service through learning and continuous improvement.

Screening Criteria

Minimum Qualifications

• Education - An Associate's degree in computer science or a related area is required.
• Experience - A minimum of two year's of experience in computer hardware and software support is required.

Only degrees received from an accredited institution will be accepted: accreditation must be recognized by the office of degree authorization, US Department of Education, as required by ORS 348.609. The final candidate will be required to provide official transcripts for the required degree.
Any satisfactory equivalent combination of education and experience which ensures the ability to perform the essential functions of the position may substitute for the requirement(s). Please see our Applicant Guidefor more information on education/experience equivalency guidelines.

2.

Preferred Qualifications

• Bachelor's degree preferred. Network and/or help desk experience is preferred. A+, Network+, MCP, MOUS, or Dell Certifications preferred.

3.

Essential Knowledge, Skills, & Abilities (Core Competencies)

• Knowledge - Computer hardware setup and repair for PC and Macintosh platforms, computer peripherals, printers, scanners, software installation, and troubleshooting, basic network troubleshooting. Understanding of Microsoft Active Directory, including computer objects, user accounts, policy settings, and organizational units.
• Skills - Strong customer service skills; verbal and written communication skills; excellent computer operation, repair, diagnostic, and troubleshooting skills; use of computer applications including but not limited to Microsoft Office Suite products, ServiceNow, ManageEngine, Papercut, Application Extender, and Zoom. Research new and upcoming technology in the IT field. Basic knowledge of Active Directory and principles to manage common objects.
• Abilities - Effectively and quickly troubleshoot and diagnose networked computer, peripheral, and printer hardware/software problems; repair hardware/software problems; maintain the confidentiality of data and sensitive information; pass a criminal background check and fitness for duty evaluation; provide own transportation and travel between campuses on a regular basis.

4.

Other Requirements

• For assignments requiring operation of a motor vehicle, possession of a valid Oregon Driver's License or the ability to obtain one within 30-days of employment, and maintenance of an acceptable driving record are required.

5.

Remote Work Options (see AP 7239 Working Remotely for more details)

• This position functions as an in-person work arrangement, working on-campus with either a set schedule or flexibility depending on operational needs.

6.

Physical Demands

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

• Manual dexterity and coordination are required for more than half of the daily work period (about 70%) which is spent sitting while operating office equipment such as computers, keyboards, 10-key, telephones, and other standard office equipment. While performing the duties of this position, the employee is frequently required to stand, walk, reach, bend, kneel, stoop, twist, crouch, climb, balance, see, talk, hear, and manipulate objects. The position requires some mobility including the ability to move materials less than 5 lbs. daily, 5-25 lbs. weekly and 25-60 lbs. occasionally. This position requires both verbal and written communication abilities.

7.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this position, the employee is primarily working indoors in an office environment. The employee is not exposed to hazardous conditions. The noise level in the work environment is usually moderate and lighting is adequate.

Additional Posting Information
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