IT Customer Support - Journey Job Listing at Bellevue College in Bellevue, WA (Job ID 14631)

Description

Position Summary  

This position is an integral part of the Technology Support Services division, playing a central role in the management and support of critical applications essential to the organization's functions. Within this division, the IT Customer Support - Journey professional significantly enhances the efficiency and functionality of the IT Application Portfolio.

Technology Support Services encompasses a wide range of responsibilities, including Application Configuration, Application Portfolio Management, and Application Analysis throughout the entire College. In this capacity, the individual in this role is pivotal in ensuring efficient operations, optimizing performance, and driving continuous improvement within the organization's IT infrastructure.

The functions of this position are vital for the organization's success, as it utilizes technical expertise, communication skills, and analytical abilities to provide timely and effective IT support services. Moreover, the role showcases adept problem-solving capabilities to tackle complex challenges encountered in application management.

Pay, Benefits & Work Schedule  

Position Salary Range: $74,231/year - $99,864/year

The salary information shown above is a general guideline only. The salary will be determined based on candidate's qualifications and related experience, as well as market and business considerations. Individuals newly hired to Classified position are placed in a salary range based on the WPEA Collective Bargaining Agreement.

We offer comprehensive compensation package with salary and benefits as the main components. Competitive salary is within the Range stated above, and commensurate with qualifications and experience. Generous benefits package is offered through Washington State plans that includes multiple medical, dental, life and disability coverage choices for employees and dependents; choices of retirement and deferred compensation plans; paid holidays, sick, and vacation plans; transit program, reduced tuition, employee discounts and memberships, etc.

The employee is scheduled to work 40 hours per workweek. This is a Classified, overtime eligible position and represented by the Washington Public Employee Association of Higher Education (WPEA-HE).

About The College  

Bellevue College is a diverse student-centered, comprehensive and innovative college, committed to teaching excellence that advances the life-long educational development of its students while strengthening the economic, social and cultural life of its diverse community. Bellevue College is located just 10 miles east of Seattle where we serve a student population of over 54% students of color and over 1,300 international students. The college promotes student success by providing high-quality, flexible, accessible educational programs and services; advancing pluralism, inclusion and global awareness; and acting as a catalyst and collaborator for a vibrant region.

We strive to create a vibrant and inclusive campus community that supports a diverse student body, faculty and staff. As an essential part of our mission and goals, diversity, equity and pluralism are promoted and fostered in all aspects of college life. By enriching student life through leadership opportunities, personal learning and cultural experiences, we are committed to building an inclusive and diverse campus community that fosters creativity, innovation and student success.

For more information, visit BC Facts at a Glance @ Bellevue College.

About the Department  

Technology Support Services (TSS) handles first-line support for employees and students by running the Service Desk, TechHub and open labs for drop-in support as well as by sending out field technicians to support desktops, laptops, mobile devices, and printers in classrooms, labs, and offices across both campuses. TSS also oversees Printing Services.

Essential Functions  

Enterprise Software Portfolio Management and Support include:

• Manage the download and distribution of installable software packages.
  • Audience: IT staff, end-users (faculty, staff and students).
  • Tools: Software distribution platforms, deployment automation tools.
  • Example: Coordinate the distribution of Adobe Creative Cloud installers to designated users, ensuring compliance with licensing agreements and pro12er installation procedures across the organization.
• Serve as the owner and administrator for all software identified within the Software Portfolio, overseeing the strategic direction, implementation, and optimization of each application.
  • Audience: IT staff, stakeholders.
  • Tools: Project management tools, software administration platforms.
  • Example: Develop a roadmap for the phased adoption of new software solutions within the portfolio, ensuring alignment with organizational goals and priorities. Coordinate with stakeholders to define user access permissions, security configurations, and customization requirements to optimize the functionality and usability of each software application.
• Manage Enterprise licenses and subscriptions for software applications such as Adobe Creative Cloud, Zoom, lnstructure Canvas, Qualtrics, and SharePoint.
  • Audience: IT staff, departmental heads.
  • Tools: License management software, subscription tracking tools.
  • Example: Track license expiration dates for Adobe Creative Cloud subscriptions, ensuring uninterrupted access for all users.
• Conduct regular assessments of departmental software tools to identify emerging needs and inefficiencies, including quarterly reviews of the Enterprise Software Portfolio to ensure license compliance and application accuracy.
  • Audience: IT staff, departmental heads.
  • Tools: Usage analytics tools, compliance tracking software.
  • Example: Analyze Zoom meeting usage data to identify departments experiencing capacity constraints and recommend appropriate license    upgrades.
• Coordinate with vendors to ensure timely implementation of software updates, patches, and upgrades.
  • Audience: IT staff, vendor representatives.
  • Tools: Vendor communication channels, project management tools.
  • Example: Liaise with the Canvas support team to schedule and deploy the latest feature enhancements and security patches across all campus   instances.
• Collaborate with other departments to integrate Software from Software Portfolio into existing workflows and processes.
  • Audience: IT staff, departmental heads.
  • Tools: Collaboration platforms, project management tools.
  • Example: Partner with departments to implement Zoom webinar integrations for virtual employee training sessions, enhancing accessibility   and engagement for remote team members.
• Keep abreast of current software trends by collaborating with similar institutions to understand emerging trends and best practices, attending  conferences, and participating in work groups.
  • Audience: IT staff, departmental heads.
  • Tools: Industry networks, conference registrations.
  • Example: Engage in regular discussions with industry peers to exchange insights on the latest advancements in software technologies,    fostering a collaborative environment for staying ahead of industry trends.
• Develop and maintain comprehensive documentation, including user guides and technical manuals, for each software technology in the portfolio.
  • Audience: IT staff, end-users (faculty, staff and students).
  • Tools: Documentation platforms, version control systems.
  • Example: Create detailed user guides for Zoom, providing step-by-step instructions for setting up virtual meetings, utilizing advanced    features such as breakout rooms, and troubleshooting common issues to ensure smooth user experience.
• Manage Security Permissions and Security sets within various Application Systems.
  • Audience; IT staff, end-users (faculty, staff and students).
  • Tools: Software Application Suites.
  • Example: Coordinate LSA permission sets within the ctclink application in conjunction with other areas of IT, such as Infrastructure,    Change Management.

Customer Support and Interaction include:

• Provide prompt and courteous assistance to customers through various channels such as email, phone, chat, and in-person interactions.
  • Audience: IT Staff, end-users (faculty, staff and students).
  • Tools: Ticketing system, communication platforms.
  • Example: Respond to customer inquiries regarding Zoom meeting scheduling via the company's ticketing system, ensuring each ticket is    addressed promptly to maintain high satisfaction levels.
• Troubleshoot and resolve customer issues related to Adobe Creative Cloud, Zoom, Canvas, Qualtrics, and SharePoint.
  • Audience: IT Staff, end-users (faculty, staff and students).
  • Tools: Troubleshooting software, remote assistance tools.
  • Example: Diagnose and resolve an issue where a customer encounters issues managing document repositories and other intranet materials or   services, providing step-by-step guidance.
• Provide internal IT team members with updates on software integration advancements and visibility into new features or changes across platforms.
  • Audience: IT staff.
  • Tools: Communication platforms, documentation repositories.
  • Example: Distribute regular communications to the IT team regarding updates in SAS (Software as Service) integrations with other    enterprise systems, ensuring the team remains informed and capable of supporting these technologies effectively.
• Resolve highly complex technical issues and escalate specialized issues to appropriate internal teams or third­ party vendors for resolution.
  • Audience: IT staff, third-party vendors.
  • Tools: Incident management software, communication platforms.
  • Example: Escalate a recurring authentication issue in lnstructure Canvas to the IT Infrastructure department for further investigation and   resolution.
• Redirect granular software function requests to the appropriate teams, such as the service desk or elearning department, for resolution.
  • Audience: IT Staff, end-users (faculty, staff and students).
  • Tools: Ticketing system, communication platforms.
  • Example: Forward inquiries about specific features in Ponapto to the elearning department for detailed assistance, ensuring efficient    resolution of customer inquiries.
• Utilize the ticketing system to continuously monitor and report usage and capacity metrics back to the Director.
  • Audience: Director, management.
  • Tools: Ticketing system, reporting tools.
  • Example: Implement monitoring tools within the ticketing system to track software usage patterns, providing actionable insights to the    Director for informed decision-making.
• Maintain a user-friendly knowledge base or FAQ repository tailored for faculty, staff, and student users, containing commonly asked questions and  solutions for quick reference.
  • Audience: IT Staff, end-users (faculty, staff and student).
  • Tools: Knowledge base software, content management systems.
  • Example: Develop and update a dedicated section on the company's intranet with user guides, troubleshooting tips, and FAQs specific to    software applications used by faculty and staff.
• Collaborate effectively with diverse audiences, including technical teams, faculty members, and staff involved in daily business operations.
  • Audience: IT Staff, end-users (faculty, staff and students).
  • Tools: Communication channels, collaboration platforms.
  • Example: Utilize various communication channels to engage with technical teams, faculty members, and staff, ensuring relevant information   about software updates and support resources reaches each audience appropriately.

Documentation Management for Application Portfolio include:

• Develop knowledge base articles for each application, covering topics such as installation processes, usage instructions, and troubleshooting  steps.
  • Audience: IT Staff, end-users (faculty, staff and students).
  • Tools: Knowledge management systems, content creation software.
  • Example: Create a knowledge base article for Zoom that provides step-by-step instructions on scheduling and joining meetings, configuring   settings, and resolving common and unique issues, ensuring easy access to self-service support resources for users.
• Document best practices, tips, and tricks to maximize the effectiveness and efficiency of each application.
  • Audience: IT Staff, end-users (faculty, staff and students).
  • Tools: Documentation tools, collaboration platforms.
  • Example: Compile knowledge base articles outlining best practices for using Adobe Creative Cloud applications, including tips for    efficient workflow management, keyboard shortcuts, and recommended file organization techniques.
• Regularly review and update knowledge base articles to reflect changes in software functionalities, configurations, and best practices.
  • Audience: IT Staff, end-users (faculty, staff and students).
  • Tools: Content management systems, version control software.
  • Example: Conduct quarterly reviews of knowledge base articles to ensure alignment with the latest software updates, feature enhancements,   and changes in best practices, incorporating revisions as needed to keep the content accurate and up to date.

Drive continuous improvement and innovation in Application Management include:

• Regularly assess performance and usage metrics of all applications like Adobe Creative Cloud, Zoom, lnstructure Canvas, Qualtrics, and SharePoint.
  • Audience: IT Staff, end-users (faculty, staff, and students).
  • Tools: Application monitoring tools, analytics platforms.
  • Example: Utilize analytics tools to track user engagement metrics in Adobe Creative Cloud, identifying trends for improvement.
• Analyze user feedback, support tickets, and incident reports to enhance application functionalities and user experiences.
  • Audience: IT Staff, end-users (faculty, staff, and students).
  • Tools: Ticketing system, survey tools, incident management software.
  • Example: Analyze support tickets in Zoom to identify recurring issues, guiding improvements, or user training.
• Collaborate with vendors and stakeholders to explore new features or integrations for portfolio enhancement.
  • Audience: IT Staff, end-users (faculty, staff, and students), vendors.
  • Tools: Vendor communication channels, project management tools.
  • Example: Engage with Adobe Creative Cloud representatives to assess new Al-powered features.
• Research emerging technologies and trends to stay informed about innovation opportunities.
  • Audience: IT Staff, end-users (faculty, staff, and students).
  • Tools: Research databases, industry publications, online forums.
  • Example: Attend webinars to learn about Al-driven analytics for Qualtrics surveys.
• Experiment with pilot projects to test new technologies or processes.
  • Audience: IT Staff, end-users (faculty, staff, and students).
  • Tools: Testing environments, project management tools.
  • Example: Pilot new collaboration features in lnstructure Canvas with selected faculty members for feedback.
• Solicit input from users and stakeholders to generate innovative solutions.
  • Audience: IT Staff, end-users (faculty, staff, and students).
  • Tools: Surveys, brainstorming sessions, collaboration platforms.
  • Example: Organize brainstorming sessions to improve document collaboration in SharePoint.
• Monitor progress towards improvement goals and adjust strategies as needed.
  • Audience: IT Staff, end-users (faculty, staff, and students).
  • Tools: Key Performance Indicator (KPl}s, progress tracking tools, project management software.
  • Example: Track KPls like resolution time in Zoom to assess improvement initiatives.

Minimum Qualifications  

• College Degree or equivalent education/experience.
• Experience in Managing Applications and Software Licenses.
• Experience working with cross-functional Information Technology Teams.
• Commitment to a working environment that values a diverse academic environment, inclusive of students, faculty, and staff of diverse cultural, socioeconomic, and educational backgrounds.
• Effective verbal and written communications skills.

Preferred Qualifications  

• Experience in Higher Education.
• Experience or Certification in Project Management.
• Certification in Asset Software Management.

Conditions of Employment  

Bellevue College intends to provide a drug-free, healthy, safe, and secure work and educational environment. Each employee is expected to report to work in an appropriate mental and physical condition to perform her/his/their assigned duties.

Bellevue College employs only U.S. citizens and lawfully authorized non-U.S. citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Services. 

Sexual Misconduct and Background Check:

Prior to start of employment, finalists(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.

Check frequently in your inbox, spam, junk, clutter email folders for any communication regarding the next steps from Bellevue College and our background check partners.

Reference Check:

Reference checks may include, but are not limited to, contacting references and verification of work experience, and/or past job duties. 

Other Information  

• This position is NOT eligible for relocation allowance.
• This position is NOT eligible for sponsorship for employment-based visa.

How To Apply  

Applications received by 2/27/2025 will be given full consideration. Applications received after that date may be considered until the position is filled. 

All individuals interested in this position are encouraged to apply. Your application must include a complete online application and all of the required documents below to be considered complete. Any application that does not provide all requested information will not be considered for the position (only submit required documents with the application, additional will not be reviewed.) Please review Application Tips before applying. Current Bellevue College employees should apply the position through Employee Self Service.

Required application materials:   

• Attach a Cover Letter (min 1 pg., max 2 pgs.)
• Attach a Resume
• Attach a Diversity Statement (min 1 pg., max 2 pgs.) that addresses the following: Please provide specific examples of how your educational and/or professional experiences, demonstrate your commitment to diversity and equity
• Complete the Job Questionnaires if applicable

Contact: 
If you have questions with regards to the application or the hiring process, please contact Office of Human Resources at 425-564-2274 or email to jobs@bellevuecollege.edu.

EEO Statement  

Bellevue College does not discriminate on the basis of race, color, national origin, language, ethnicity, religion, veteran status, sex, sexual orientation, including gender identity or expression, disability, or age in its programs and activities. Please see policy 4150 at www.bellevuecollege.edu/policies/. The following people have been designated to handle inquiries regarding non-discrimination policies: Title IX Coordinator, 425-564-2641, Office C227, and EEOC/504 Compliance Officer, 425-564-2178, Office B126. 

Applicants with disabilities who require assistance with the recruitment process may contact hraccommodations@bellevuecollege.edu .

 Apply on company website