Job Information
The Evergreen State College IT Support Technician 2 in Olympia, Washington
Position Information Position Title IT Support Technician 2 Working Title Location Olympia EEO Statement 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. Union Represented Yes Overtime Eligible Yes Monthly FTE 1.0 Salary Step (minimum monthly amount) $3,923.00 Salary Step (maximum monthly amount) $5,268.00 Cyclic Position No Cyclic Details n/a Project Position Yes End Date 06/30/2025 Special Note This is a full-time, overtime eligible, project position on the Olympia Campus of The Evergreen State College. This project position is funded through June 30, 2025. Position Purpose This position primarily provides tier-two technical support, troubleshooting, and resolution for computer systems, mobile devices, peripherals, and software applications in an enterprise environment. It also provides comprehensive customer service and technology consultation in person and on-site via appointment, as well as via chat, email, and telephone. Nature and Scope This position provides technology support to faculty and staff in a higher education setting by responding to support requests, diagnosing, and resolving computer hardware and software issues, and deploying IT equipment to end users. This work may include installing and configuring hardware and software, assisting with identity and access management related to accounts, file shares, and data systems, assisting with cybersecurity-related incidents, assisting with account provisioning and de-provisioning, supporting a wide variety of devices and peripherals, and troubleshooting problems with any of the above technologies, protocols, configurations, or services. This position will also perform tasks related to technology projects, focusing on end-user training, enterprise technology deployment, and ongoing support of enterprise technologies, platforms, and tools implemented in the future. This includes but is not limited to Microsoft Office, Microsoft Forms, Microsoft Bookings, Microsoft Teams and Teams Phone, OneDrive and SharePoint, Windows Defender, Microsoft Intune, multifactor authentication, and other productivity apps and platforms. Essential Functions 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 envi