Bellevue College
Position Summary
Information Technology Services (ITS) provides information technology (IT) services that align with and support the mission and goals of Bellevue College (BC). Technology Support Services (TSS) is a unit within ITS and is responsible for Customer Service Desk; Desktop, Laptop and Mobile Technical Support; Classroom and Lab Support; and Technology Training. TSS delivers IT support services to students, faculty, staff and administrators through its Service Desk and Desktop Support teams.
This position reports to the Service Desk Manager.
Pay, Benefits & Work Schedule Position Salary Range: $64,212 / year - $86,388 / 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 a 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 are offered through Washington State plans that include multiple medical, dental, life, and disability coverage choices for employees and dependents, 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 vibrant, student-centered institution located just 10 miles east of Seattle. Serving one of the most diverse student populations in Washington, we are proud to reflect the global community we serve.
As an employer, Bellevue College is committed to fostering a workplace where employees feel valued, supported, and empowered. We believe that our faculty and staff are essential partners in fulfilling our mission, and we prioritize professional growth, collaboration, and innovation in everything we do. Employees at Bellevue College benefit from opportunities to expand their skills, contribute to meaningful work that changes lives, and engage in a community that is deeply committed to inclusion.
We are dedicated to creating an environment where creativity and innovation thrive, and where the contributions of every employee help shape both the success of our students and the vitality of the region. At Bellevue College, you will find a community that supports your goals, values your voice, and celebrates your impact.
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 Service Desk Support
Customer Service – Provide customer service by maintaining a friendly and patient demeanor, actively listening to user concerns, and efficiently communicating solutions.
User Support – Provide technical assistance and support to students, staff, and faculty via phone, email, ticket requests or in-person visits. Assist with troubleshooting and resolving hardware and software issues.
Ticket Management – Create and manage Service Desk tickets utilizing Team Dynamix Service Management tool to track and prioritize user requests and incidents. Ensure that tickets are accurately documented and resolved in a timely manner. Escalate issues to Tier 2 support or higher.
Account Management – Assist users with password resets using Multi-Factor Authentication (MFA) and account access. Verify user identities and configure authentication methods in Azure, as well as manage access permissions and security settings in applications like WordPress.
Documentation – Maintain accurate records and documentation of hardware and software configurations, user accounts, and resolved issues. Update knowledge base articles to facilitate self-help.
Training and Education – Provide basic training or informational sessions to end-users to improve computer literacy and ability to use common software applications.
General Desktop, Laptop and Device Support & Troubleshooting
Hardware Installation – Install, configure, and set up desktop computers, laptops, printers, and other hardware peripherals.
Hardware Repair – Diagnose and repair hardware issues, such as malfunctioning components (e.g., hard drives, memory, motherboards) or physical damage. Include peripheral support such as monitors, keyboards, mice and external storage devices.
Software Installation and Updates – Install and update operating systems, software applications, and patches as needed utilizing tools such as Intune and Jamf.
Operating System Support – Provide support for common operating systems (e.g., Windows, macOS) by resolving issues and assisting with user configurations.
Network Troubleshooting – Identify and resolve network connectivity issues related to cabling or wireless connections on both open and secured networks.
Remote Desktop Support – Provide remote assistance to off-site or remote users, helping them troubleshoot software issues and configure applications.
Mobile Devices – Assist with troubleshooting and configuring mobile devices (laptops and/or tablets) used by employees.
Hardware Inventory Management – Maintain an inventory of IT assets utilizing internal asset management tools, track equipment changes, and assist with procurement and disposal processes.
Computer Roll-outs
Hardware Installation – Install and configure new workstation systems on the college network according to college standards.
Software Installation – Install, configure, upgrade, test, and maintain software applications on college workstations.
Peripheral Installation – Install, configure, test, and maintain peripheral devices.
Inventory Management – Accurately and current maintenance of asset information in the inventory database.
Surplus Management – Accurately and current information about retired or surplussed assets in the inventory database.
Minimum Qualifications
AA degree in a technology-related field or equivalent education/experience.
1–2 years of experience in customer service, handling level 1 support, including ticket intake, ticket resolution and ticket escalation.
Ability to effectively manage multiple tasks with a strong focus on detail and thoroughness.
Knowledge of computer operating systems (Windows and Mac OS) along with software applications.
Experience working in a team environment.
Proficiency in IT security.
Commitment to a working environment that values a diverse academic environment, inclusive of students, faculty, and staff of diverse cultural, socioeconomic, and educational backgrounds.
Experience in desktop and mobile device support.
Experience in technical documentation and customer interaction documentation.
Effective verbal and written communication skills.
Preferred Qualifications
Experience in level 1 customer support working at a Technology Service Desk or in close conjunction with one.
Demonstrated problem solving and critical thinking skills.
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This position reports to the Service Desk Manager.
Pay, Benefits & Work Schedule Position Salary Range: $64,212 / year - $86,388 / 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 a 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 are offered through Washington State plans that include multiple medical, dental, life, and disability coverage choices for employees and dependents, 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 vibrant, student-centered institution located just 10 miles east of Seattle. Serving one of the most diverse student populations in Washington, we are proud to reflect the global community we serve.
As an employer, Bellevue College is committed to fostering a workplace where employees feel valued, supported, and empowered. We believe that our faculty and staff are essential partners in fulfilling our mission, and we prioritize professional growth, collaboration, and innovation in everything we do. Employees at Bellevue College benefit from opportunities to expand their skills, contribute to meaningful work that changes lives, and engage in a community that is deeply committed to inclusion.
We are dedicated to creating an environment where creativity and innovation thrive, and where the contributions of every employee help shape both the success of our students and the vitality of the region. At Bellevue College, you will find a community that supports your goals, values your voice, and celebrates your impact.
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 Service Desk Support
Customer Service – Provide customer service by maintaining a friendly and patient demeanor, actively listening to user concerns, and efficiently communicating solutions.
User Support – Provide technical assistance and support to students, staff, and faculty via phone, email, ticket requests or in-person visits. Assist with troubleshooting and resolving hardware and software issues.
Ticket Management – Create and manage Service Desk tickets utilizing Team Dynamix Service Management tool to track and prioritize user requests and incidents. Ensure that tickets are accurately documented and resolved in a timely manner. Escalate issues to Tier 2 support or higher.
Account Management – Assist users with password resets using Multi-Factor Authentication (MFA) and account access. Verify user identities and configure authentication methods in Azure, as well as manage access permissions and security settings in applications like WordPress.
Documentation – Maintain accurate records and documentation of hardware and software configurations, user accounts, and resolved issues. Update knowledge base articles to facilitate self-help.
Training and Education – Provide basic training or informational sessions to end-users to improve computer literacy and ability to use common software applications.
General Desktop, Laptop and Device Support & Troubleshooting
Hardware Installation – Install, configure, and set up desktop computers, laptops, printers, and other hardware peripherals.
Hardware Repair – Diagnose and repair hardware issues, such as malfunctioning components (e.g., hard drives, memory, motherboards) or physical damage. Include peripheral support such as monitors, keyboards, mice and external storage devices.
Software Installation and Updates – Install and update operating systems, software applications, and patches as needed utilizing tools such as Intune and Jamf.
Operating System Support – Provide support for common operating systems (e.g., Windows, macOS) by resolving issues and assisting with user configurations.
Network Troubleshooting – Identify and resolve network connectivity issues related to cabling or wireless connections on both open and secured networks.
Remote Desktop Support – Provide remote assistance to off-site or remote users, helping them troubleshoot software issues and configure applications.
Mobile Devices – Assist with troubleshooting and configuring mobile devices (laptops and/or tablets) used by employees.
Hardware Inventory Management – Maintain an inventory of IT assets utilizing internal asset management tools, track equipment changes, and assist with procurement and disposal processes.
Computer Roll-outs
Hardware Installation – Install and configure new workstation systems on the college network according to college standards.
Software Installation – Install, configure, upgrade, test, and maintain software applications on college workstations.
Peripheral Installation – Install, configure, test, and maintain peripheral devices.
Inventory Management – Accurately and current maintenance of asset information in the inventory database.
Surplus Management – Accurately and current information about retired or surplussed assets in the inventory database.
Minimum Qualifications
AA degree in a technology-related field or equivalent education/experience.
1–2 years of experience in customer service, handling level 1 support, including ticket intake, ticket resolution and ticket escalation.
Ability to effectively manage multiple tasks with a strong focus on detail and thoroughness.
Knowledge of computer operating systems (Windows and Mac OS) along with software applications.
Experience working in a team environment.
Proficiency in IT security.
Commitment to a working environment that values a diverse academic environment, inclusive of students, faculty, and staff of diverse cultural, socioeconomic, and educational backgrounds.
Experience in desktop and mobile device support.
Experience in technical documentation and customer interaction documentation.
Effective verbal and written communication skills.
Preferred Qualifications
Experience in level 1 customer support working at a Technology Service Desk or in close conjunction with one.
Demonstrated problem solving and critical thinking skills.
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