IT Customer Support/Entry

Join our team to help inspire all students to discover their potential and achieve their goals by providing relevant, equitable, and innovative learning opportunities and services.

Description

Walla Walla Community College (WWCC) is seeking applicants for IT Customer Support/Entryat the Walla Walla campus.

At Walla Walla Community College, we inspire all students to discover their potential and achieve their goals by providing relevant, equitable, and innovative learning opportunities and services. As an organization, we value learning opportunities, a sense of community, diversity, health and humor, excellence, integrity, teamwork, innovation, personal and professional growth, and sustainability.

This position is open until filled. First consideration will be given to applicants whose complete application has been received by 4/17/2026 @ 11:59pm PST. See Required Application Materials section for more information

General Responsibilities:

This position reports to the Assistant Director, Technology Services and is responsible to:

• Serve as the main point of contact between students, faculty, or staff and the Technology Services department.
• Answer customers’ questions via walk up counter, email, telephone. Ticketing system, or chat.
• Help customers set up their computer systems and mobile devices.
• Troubleshoot and resolve software and hardware problems related to desktop PCs (Windows and MAC) and mobile telephone/computing devices.
• Working with Technology Services staff, consult with faculty on instructional needs related to instructional hardware and software.
• Work with senior technicians to create and deploy desktop images and software updates.
• Support remote instruction and collaboration software and hardware.

• Respond to support calls and support tickets for students/faculty/staff desktop/mobile computer issues across campus. Troubleshoot software and hardware problems on networked PCs. Performed using: Troubleshooting skills, knowledge of specialized instructional software, customer systems and applications (e.g., Office, browsers, (staff, student) and customer management systems, etc.).
• Create desktop image, and image lab PCs over the network, deploy updates to Windows and MAC Operating Systems, mobile devices and third-party applications. Performed using: Troubleshooting skills, knowledge of specialized instructional software, and knowledge of third-party imaging and update deployment software, customer systems, and applications (e.g., Office, browsers, etc.). Ability to consult with multiple divisions within the organization.
• Work with Technology Services staff and instruction faculty on issues with software and hardware in a college classroom setting. Assess issue, find solution to issue, test solution, implement and document issue remediation. Performed using: Work with instruction faculty on issues with software and hardware in a college classroom setting.

Competencies

• Customer Service – The ability to demonstrate patience with customers and remain calm while creating positive experiences for our customers.
• Critical Thinking Skills – The ability to isolate problems by eliminating unrelated causes.
• Communication Skills – Ability to clearly and effectively communicate with all types and levels of individuals via speech, written word, and non-verbal communication methods.
• Technical Knowledge – knowledge of current hardware and software, technical solutions and how to deploy maintain and troubleshoot them.
• Research – the ability to seek out solutions for existing issues or desired outcomes that meet the needs while being compliant with security policies and within budget.
• Consulting – the ability to provide expert advice in technical matters.
• Technical Writing – the ability to create clear and succinct documentation for policies, procedures, charters, and status updates to management.
• Teamwork – The ability to effectively work as a constructive member of the Technology Services Team and to keep both management and colleagues advised of issues.

• Bachelor’s degree in Technology; or a two (2) year degree in Computer Technology, Educational Technology, AA Transfer, and one (1) year of technology experience. Professional experience may substitute for education at the discretion of the College.
• Two (2)+ years of customer services-based experience.
• Bilingual English/Spanish

• Master’s degree in computer technology, Educational Technology, Computer Science.
• Ability to maintain constructive working relationships.
• Experience with communicating technical information to both technical and non-technical audiences and handling technical documentation.

Conditions/Terms of Employment

This classified position is in a bargaining unit for which WPEA Higher Ed is the exclusive representative.

Work is performed in a semi-open office setting with frequent interruptions. Hazards include long-term viewing of monitors, repetitive arm, hand, and finger motions, heavy equipment, and sharp edges. Use of hand tools (screwdriver, plier, etc.), carts. Must be mobile enough to climb under or over desks and equipment or climb ladders to review configurations and be able to occasionally lift equipment weighing up to 50 pounds with or without the help of hand truck or dolly. Must be able to provide Help Desk and Desktop services as required phone, e-mail, and in-person. Must be able to meet and work with individuals and groups from multiple departments and divisions on campus.

The position work schedule will typically be Monday through Friday 8-hours each day. During the summer, work schedule is Monday through Thursday 10-hours each day. Periodic travel, usually to campus 100 miles away or to workshops or meetings anywhere in the state. Must be able to provide Help Desk and Desktop Support services as required via phone, e-mail, and in-person. Must be able to meet and work with individuals and groups from multiple departments and divisions on campus.

The college has an excellent benefit program including medical, dental, life and long-term disability insurance; paid sick leave; paid vacation leave; and retirement plan. All full-time employees will automatically have 3% of taxable income deferred into the State of Washington Deferred Compensation Program (DCP) unless declined at time of hire. WWCC requires all employees to participate in direct deposit for payment of salary. The college is tobacco free.

Persons hired must be able to provide acceptable documentation of lawful authorization to work in the United States within three (3) days of employment, and successfully complete a probationary period. WWCC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Candidates will be subject to a criminal history background check as a condition of employment. Information from the background check may not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

Required Application Materials

This position is open until filled with priority consideration given to those applicants who submit a complete application by April 17, 2026 at 11:59 PM PST. To qualify for priority consideration, applicants must submit a complete application packet, which includes the following:

• Online application
• Cover letter (In the cover letter, please describe why you would like to join the Technology Services staff of WWCC and what qualities, strengths, and experiences you would bring to the college.)
• Resume
• Names and contact information for three professional references.

• Answers to three (2) supplemental questions
• Unofficial transcripts for application purposes; official transcripts are required prior to an official start date.

Please ensure you have attached all required application materials as you will not be able to attach any documents after you have submitted your application. If you have difficulty logging into your account, attaching documents, submitting your application, etc., please call NEOGOV Applicant Support at 1-855-524-5627 or email them directly at support@governmentjobs.com.

WWCC reserves the right to not fill this position, reject all applicants, or reopen the position. Applications received during this recruitment may be used to fill future vacancies at the College's discretion.

Walla Walla Community College is committed to provide equal opportunity and nondiscrimination for all educational and employment applicants as well as for its students and employed staff, without regard to race, color, creed, national origin, sex, sexual orientation, including gender expression/identity, marital status, age (over 40), the presence of any sensory, mental, or physical disability, the use of trained guide dog or service animal by a person with a disability, or status as a Vietnam and/or disabled veteran, National Guard member or reservist in accordance with the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Federal Rehabilitation of 1973, the Americans with Disabilities Act of 1990, and any other applicable Federal and Washington State laws against discrimination. The Human Resources Office is accessible to persons with disabilities. If you need accommodations in the application/employment process, please contact the Human Resources Office at (509) 527-4224 - TDD (509) 527-4412, email personnel@wwcc.edu, address: 500 Tausick Way, Walla Walla WA, 99362.