Technical Support Analyst  Salary $71,808.00 - $90,095.00 Annually Location 3000 NE 4th Street Renton, WA Job Type Classified Job Number 25-P0001 Department College Technology Services Opening Date 01/22/2025 Closing Date 2/16/2025 11:59 PM Pacific Position Renton Technical College is seeking a Technical Support Analyst (TSA). The TSA is a member of the College Technology Services team. This position is responsible for performing routine and complex installation, maintenance, and repair assistive technology hardware, software, and other desktop computer equipment, peripherals, and Technology Services in a multi-site networked environment. The TSA acts as a primary point of contact for customers who are students, staff, and faculty. This position plays a key role in establishing and maintaining the client relationship emphasis of the department. The Technical Support Analyst is represented by The Renton Professional Technical Association (Prof-Tech). This is a full-time, classified, and overtime eligible position. The pay range for this role is $71,808 - $90,095 annually and salary placement is based on applicable work experience. New hires may not be placed above Step 10 ($86,289.) Prof-Tech employees receive a yearly degree stipend if they have an Associate's degree $150, Bachelor's $250, or a Master's $350. Other benefits are listed on our benefits page and in the Collective Bargaining Agreement. (Download PDF reader) The priority consideration date for this position is February 16th, 2025. Renton Technical College, located southeast of Seattle, has provided quality education in a variety of occupations for over 75 years. Our professional-technical certificate and degree programs offer entry and mid-level training in the areas of allied health, trades and industry, culinary, business, technology, and automotive. Our outstanding college & career pathways program with classes in adult basic education, English as a second language, and GED preparation is available to those who need additional preparation before entering a training program and for those who simply wish to improve their math and English skills. Career Education and apprenticeships degrees round out our offerings. As an Achieving the Dream and an Aspen Institute top 10 finalist in Community College Excellence, RTC is also proud to be a Military Friendly School, serving those who chose to serve. Renton Technical College is committed to increasing its cultural diversity with an emphasis on equity and inclusion among its faculty and staff. The students that we serve come from a variety of backgrounds and are over 60% of color. We strongly encourage members of historically minoritized groups, veterans, and bi- or multi-lingual individuals to apply for this position to help meet the needs of our diverse students and service district. Key Responsibilities / Essential Functions Include Demonstrate multicultural competence (including an awareness and understanding of historically minoritized populations) and maintain an educational and work environment that affirms commitment to equity, diversity, and inclusion. Provide technical support to customers over the phone, electronically, and in person. Process all Service Desk requests, triage initial requests for resolution or escalation Diagnose and resolve desktop computer hardware, software, and other technical service issues. Act as a consultant to faculty, and staff to answer questions, troubleshoot problems, determine hardware/software requirements, and recommend solutions. Provide support to Students utilizing college owned assets and technologies Liaise with Learning Resource and Career Center to provide additional technical support to students. Perform installation, maintenance, troubleshooting, and repair of computer equipment, peripherals, and other technical services in a multi-site networked environment. Respond promptly to Service Desk inquiries and accurately document completed work. Ensure that all service requests are handled in a timely manner following Service Level Agreement guidelines. Assist in coordinating requests for repair, maintenance, equipment moves, and software updates. Maintain procedural documentation and knowledge base articles for customers and support staff. Maintain department records and databases including Service Desk ticketing system, asset management system, hardware and software configuration, and installation procedures, spare parts inventory, and software license records. Manage administrative PC and computer lab images and software packaging in utilizing the department's current imaging software. Maintain technical stores/equipment rooms, computer labs, and work area in a neat and orderly fashion. Work closely with department team members to continually improve service delivery and procedures. Mentor and guide Student Work-Study students to enhance productivity Each Technical Support Analyst will become a Subject Matter Expert in one or more technologies Interact with Vendors, place purchase requisitions as needed Assist in network installation and maintenance as required. Support the college's mission by creating a learning and work environment of mutual respect and fairness, while encouraging creative and critical thinking. Contribute to the appreciation of diversity and foster a climate of multicultural understanding. Communicate professionally and effectively, both orally and in writing, with college employees, departments and outside agencies. Maintain regular attendance and punctuality. Perform other related projects and assignments as assigned. Required Knowledge, Skills and Abilities Experience or participation with persons from diverse backgrounds such as sexual orientation, racial, ethnic, religious, linguistic, gender, age, socio-economic, physical and learning abilities, and a commitment to an inclusive and equitable working / learning environment. Demonstrated ability to promote universal design and accessibility. Proficiency in (or ability to learn within 6 month of hire) the production of accessibly content, whether print or electronic. Two years of experience in computer maintenance technology providing hardware, peripherals, connectivity and application support in a networked, Microsoft Windows environment OR Associate's degree in Computer Maintenance Technology, or related field, and one year of experience in computer maintenance technology providing hardware, peripheral, connectivity, and application support in a networked, Microsoft Windows environment. Ability to work effectively and engage with individuals whose first language is not English. Ability to maintain confidentiality, think critically and exercise independent judgment required. Proficient knowledge of Microsoft Office, specifically creating & editing documents, spreadsheets and presentations. Previous success learning new computer software program/platforms required. Excellent leadership and interpersonal skills and ability to work effectively as part of a team. Commitment to providing a high level of customer service. Demonstrated attention to detail required as well as previous experience maintaining accurate records, managing multiple tasks, and planning and organizing work in order to meet changing priorities and deadlines. Ability to represent the college in a positive and professional manner, while using tact, discretion and courtesy. Ability to speak a regionally top spoken language other than English is preferred (Spanish, Vietnamese, Russian, Somali, and Chinese).

SPECIAL REQUIREMENTS, LICENSES AND CERTIFICATIONS

A+ Certification Experience with Assistive Technology Experience installing, troubleshooting and maintaining current version of Windows OS Experience with Microsoft Office Suite of products Experience with Telephony (VOIP, PBX) Experience with MacOS Experience with

A/V WORKING CONDITIONS

Working hours are generally aligned to business hours, Monday - Friday. Occasional evening and weekend work is required. Frequent use of a computer and exposure to terminal screens is required. Work and meetings may take place across campus. Requires prolonged standing, bending, sitting, ladder work, working around and under furniture and equitptment, working in small areas above and below the floor and within walls. Required to be able to lift 30 lbs. This is mostly an in-person/on-campus position; remote work may occur as business permits. Terms of Employment In the interest of providing a healthy, safe and secure educational and work environment, and in order to meet the requirements of federal legislation, it is the policy of Renton Technical College to maintain an alcohol and drug-free workplace for our employees and students. The person hired is required to provide authorization for employment in the United States. All offers of employment are contingent to background checks, including employment and required degree/credential verification. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform successfully in the position. Finalists are required to complete the Sexual Misconduct Disclosure form as required under

RCW 288.112.080.

Post offer, pre-employment criminal background checks are also required. For questions regarding this position, please contact [email protected] ______________________________________________________________________

EEO STATEMENT

Renton Technical College provides equal opportunity in education and employment and does not discriminate on the basis of race, color national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veterans or military status, or use of a trained guide dog or service animal, as required by Title VI of the Civil Rights Act of 1964, Title VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Sections 504 and 508 of the Rehabilitation Act of 1973, the Americans with Disabilities Act and ADA Amendment Act, the Age Discrimination Act of 1975, the Violence Against Women Re-authorization Act and Washington State Law Against Discrimination, Chapter 49.60 RCW and their implementing regulations.

Please see policy at https:

//rtc.edu/Equal-Opportunity. The following college official has been designated to handle inquiries regarding the nondiscrimination policies: Title

IX / EEO

Coordinator, Vice President of Human Resources 3000 NE 4th Street Renton, WA 98056 (425)235-7873, [email protected].

Jeanne Clery statement:

Notice of Availability of Annual Security and Fire Safety Report:

In compliance with Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act of 1998, and as a part of the College's commitment to safety and security on campus, Renton Technical College reports the mandate information about current campus policies concerning safety and security issues, the required statistics, and other related information for the past three (3) calendar years. Renton Technical College's Annual Safety and Fire Report is available online at: https://rtc.edu/about-rtc/campus-resources/campus-security/annual-security-report.php. For information on how to access the RTC Daily Crime Log follow this link: https://rtc.edu/about-rtc/campus-resources/campus-security/daily-crime-log.php We acknowledge that RTC sits uninvited on the ancestral land of the Puget Salish people, including the Duwamish, Suquamish, Snoqualmie, Tulalip, and Muckleshoot Nations. We are grateful to the original inhabitants of this land, upon which we gather and dialogue. We also acknowledge our increasingly virtual world, in which RTC's work is done across multiple indigenous lands, in some cases, away from Puget Salish territories. We thank the original caretakers of our local lands and waters, who are still here. Beyond acknowledgment, we each have an obligation to learn about and support our local tribes. Find out how on our resources page, which includes scholarships for Indigenous students. Employer Renton Technical College Address 3000 NE 4th Street Renton, Washington, 98056