IT Customer Support - Entry Job Listing at Bellevue College in Bellevue, WA (Job ID 15146)

Description

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 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 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.

For more about Bellevue College's impact, visit Facts at a Glance.

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 OFM 12-082 (11/26/24) Information Technology Position Description Page 3 of 11 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. Verify user identities and configure authentication methods in Azure, as well as managing 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 their 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. Including 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 - Installing and configuring new workstations systems on the college network according to college standards.
• Software Installation - Installing and configuring, upgrading, testing and maintaining software applications on college workstations.
• Peripheral Installation - Installing, configuring, testing and maintaining peripheral devices.
• Inventory Management - Accurate and current maintenance of asset information in the inventory database.
• Surplus Management - Accurate and current information about retired / surplussed assets in the inventory database.

Minimum Qualifications  

• AA degree in technology related field OR equivalent education/experience.
• Experience of 1-2 years 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 communications skills.

Preferred Qualifications  

• Experience in level 1 customer support working at a Technology Service Desk or in close conjunction with one.
• Demonstrate problem solving and critical thinking skills.

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 09/30/2025 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
• Complete the Job Questionnaires 

Contact: 
If you have questions with regards to the application or the hiring process, please contact Office of Human Resources at 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