IT Customer Support Specialist, Entry

This posting will remain open until filled. Priority consideration for applications received by December 28, 2025.

Information Technology Services (ITS) supports students, faculty, and staff through diverse technology implementations, furthering the institutional mission and priorities. ITS provides hardware and software configuration and administration, technical and end-user support, process and business analysis, and data and integration services to help further the success of Highline's students and employees.

The Technology Support Services team provides tiered level support for all Highline students, faculty, and staff through a centralized help desk and call center. This includes all desk functions; desktop hardware configuration, installation, and support; desktop and enterprise applications; audio/visual, and desktop video conferencing applications; and classroom technology support.

The Customer Support Specialist position provides a wide range of tier one and tier two technical support tasks for classrooms, labs, faculty and staff, and student devices through a centralized help desk. The position follows established work methods and procedures to perform general and technical support troubleshooting, programming, installation, systems maintenance and/or systems support. Diagnoses and resolves problems on computer software and/or hardware, or applications running in stand‑alone, client/server, web‑based, and/or networked environments.

Consults with the team and ITS staff teams to deploy collaborative IT solutions; provides design recommendations and enhancements. Collaborates with the Technology Support Services Director to ensure security of the institute's data and systems.

This position is responsible for representing Highline College in a professional manner and assists in maintaining an environment conducive to achieving educational goals. This position will perform other duties as required, and is assigned an alternate work schedule based on business and operational needs of the Department and the College, which requires flexible hours and working evenings and weekends as required.

The incumbent in this position will pursue ongoing professional development to further their skills and knowledge.

This position is a classified full-time position, which is eligible for overtime.

Schedule:

Tuesday‑Saturday 11:00am - 8:00pm

SALARY INFORMATION
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The salary range stated above reflects the starting step of Range 01IT (Step

A) and ending step (Step M) salary for this classified position. Based on salary placement of Step A, it will take 5.5 years to reach Step L on the salary schedule, 11.5 years to reach step M on the salary schedule. This does not reflect any contractual changes; legislative mandated salary increases or Cost of Living Increases (COLA's) that may be approved in the future.

• 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 customer support tickets utilizing Solarwinds 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 password resets with Multi‑Factor Authentication (MFA) and account access using Okta. Verify user identities;
• 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 their computer literacy and ability to use common software applications.

• Provide…