Support Specialist Part-Time

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.

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.

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

• Establish and maintain effective…