Address
Form of workSalary: $3,145.00 - $4,174.00 Monthly
Location : Grandview, WA
Job Type: Classified
Job Number: 23-116
Division: Grandview
Opening Date: 11/15/2023
Closing Date: 11/29/2023 11:00 PM Pacific
Description
Our Mission Statement:
As a federally designated Hispanic-serving Institution residing on the traditional homelands of the 14 Confederated Tribes and Bands of the Yakama Nation, Yakima Valley College cultivates equity and a culture of innovative and inclusive teaching and learning.
Yakima Valley College serves all students holistically, supports all students' learning goals, and fosters achievement within career and educational pathways.
We strengthen our communities by providing opportunities for personal enrichment, economic mobility, and sociocultural engagement.
Yakima Valley Community College is accepting applications for the position of Customer Service Specialist 2 at the Grandview Campus. This is a full-time, Classified, which includes a full benefits package.
Reporting to the Grandview Campus Assistant Dean, The Customer Service Support Specialist 2 will provide tier 1 support by triaging all inbound issues via phones, video conference, email, and walk ins. This position will provide and document solutions for the users and escalate issues using the ticketing system. I Incidents must be logged and documented following prescribed processes. Complex and/or high priority issues are elevated to specialized Tier 2 support groups for resolution as needed, however, the Customer Service Specialist 2 is responsible to ensure that an effective solution is provided to the user. Tier 1 support will conduct preventative maintenance, create and follow knowledge base documentation, and/or systems support. The incumbent will diagnose and resolve low-risk problems using pre-determined methods on computer or telecommunication software and/or hardware, or applications running in standalone, client/server, web-based, and/or networked environments. Positions work under close supervision and in collaboration with the IT Department and Director.
Essential Tasks
MINIMUM QUALIFICATIONS:
•An Associate's degree AND;
•Two years of experience assisting clients/customers regarding inquiries, complaints or problems.
DESIRABLE QUALIFICATIONS:
•Experience working Higher Education
•Experience working in an Information Technology Help Desk
Qualifications
DUTIES/RESPONSIBILITIES:
JOB PROFILE:
•Answer inbound calls to the Yakima Valley College Technology Services phone line and answer emails.
•Monitor and respond quickly and effectively to incoming Tier 1 requests received by the technology service helpdesk;
•Provide student lab support, assisting with testing proctoring, laptop checkout, and other technology student support.
•Provide support via phone, email, walk-ins, and by remote administration tools resolving incidents to the end user's satisfaction;
•Utilize helpdesk ticketing system software to record and document inbound support requests and resolutions accurately;
•Escalate and provide follow-up on complex and/or high priority support incidents using established SLAs and escalation paths;
•Provides support to computer and/or voice system users such as: providing correct log-on procedures, equipment maintenance procedures, operation, and system usage procedures, changing user passwords, changes access levels, and making preliminary identification of problems encountered by users;
•Makes preliminary identification of problems encountered by users to determine if it is due to equipment, network, or application errors and contacts appropriate personnel to achieve resolution;
•Performs simple repairs/fixes using knowledgebase articles and pre-determined methods to resolve relatively low-risk problems and reports more substantive issues to a higher level for action;
•Works on tier 1 tasks to support technology services projects
•Performs other duties as assigned.
Supplemental Information
SUPPLEMENTAL INFORMATION:
To apply for this position you MUST submit a complete YVC Online Employment Application, and include the following REQUIRED attachments:
Employment Information:
This position is open until filled. Applications will be reviewed until the position is filled.
Those applicants invited to interview may be required to complete a skills test.
Candidates may be subject to a Criminal History Background Check as a condition for consideration of employment.
"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire."
Yakima Valley College does not discriminate against any person on the basis of race, color, national origin, disability, sex, genetic information, or age in admission, treatment, or participation in its programs, services and activities, or in employment. All inquiries regarding compliance should be directed to the Director of Human Resource Services, YVC, South 16th Ave. & Nob Hill Blvd., Yakima, WA 98902; or call 509.574.4670. Click here for the full non- discrimination statement.
Applicants with disabilities who require assistance with the recruitment process will be accommodated to the extent reasonably possible.
All positions are subject to funding.
Yakima Valley College offers a selection of health and retirement plans allowing you to take advantage of the plans that work for you. We also offer paid leave, development and career opportunities, and other compensation benefits. Benefit packages are a key component of our Total Compensation Model.
Insurance Benefits
Yakima Valley College offers medical (including vision), and dental. There are several medical plans with affordable monthly premiums that offer coverage throughout the state. Employees are also covered by basic life and long term disability insurance, with the option to purchase additional coverage amounts. To view premium rates, coverage choice in your area and how to enroll, please visit the
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the ' web site.
Employees also have the ability to participate in the (DCP), a supplemental retirement savings program that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Please refer to the for more detailed information.
Paid Leave and Other Incentives
In addition to the benefits above, full time classifed employees can accrue up to 25 days of vacation, 12 sick days, and 3 personal days each year. Full time employees are also able to take advantage of waived tuition, scholarships and other professional development opportunities.
Contact our Human Resources team with any additional questions you may.
Location : Grandview, WA
Job Type: Classified
Job Number: 23-116
Division: Grandview
Opening Date: 11/15/2023
Closing Date: 11/29/2023 11:00 PM Pacific
Description
Our Mission Statement:
As a federally designated Hispanic-serving Institution residing on the traditional homelands of the 14 Confederated Tribes and Bands of the Yakama Nation, Yakima Valley College cultivates equity and a culture of innovative and inclusive teaching and learning.
Yakima Valley College serves all students holistically, supports all students' learning goals, and fosters achievement within career and educational pathways.
We strengthen our communities by providing opportunities for personal enrichment, economic mobility, and sociocultural engagement.
Yakima Valley Community College is accepting applications for the position of Customer Service Specialist 2 at the Grandview Campus. This is a full-time, Classified, which includes a full benefits package.
Reporting to the Grandview Campus Assistant Dean, The Customer Service Support Specialist 2 will provide tier 1 support by triaging all inbound issues via phones, video conference, email, and walk ins. This position will provide and document solutions for the users and escalate issues using the ticketing system. I Incidents must be logged and documented following prescribed processes. Complex and/or high priority issues are elevated to specialized Tier 2 support groups for resolution as needed, however, the Customer Service Specialist 2 is responsible to ensure that an effective solution is provided to the user. Tier 1 support will conduct preventative maintenance, create and follow knowledge base documentation, and/or systems support. The incumbent will diagnose and resolve low-risk problems using pre-determined methods on computer or telecommunication software and/or hardware, or applications running in standalone, client/server, web-based, and/or networked environments. Positions work under close supervision and in collaboration with the IT Department and Director.
Essential Tasks
MINIMUM QUALIFICATIONS:
•An Associate's degree AND;
•Two years of experience assisting clients/customers regarding inquiries, complaints or problems.
DESIRABLE QUALIFICATIONS:
•Experience working Higher Education
•Experience working in an Information Technology Help Desk
Qualifications
DUTIES/RESPONSIBILITIES:
JOB PROFILE:
•Answer inbound calls to the Yakima Valley College Technology Services phone line and answer emails.
•Monitor and respond quickly and effectively to incoming Tier 1 requests received by the technology service helpdesk;
•Provide student lab support, assisting with testing proctoring, laptop checkout, and other technology student support.
•Provide support via phone, email, walk-ins, and by remote administration tools resolving incidents to the end user's satisfaction;
•Utilize helpdesk ticketing system software to record and document inbound support requests and resolutions accurately;
•Escalate and provide follow-up on complex and/or high priority support incidents using established SLAs and escalation paths;
•Provides support to computer and/or voice system users such as: providing correct log-on procedures, equipment maintenance procedures, operation, and system usage procedures, changing user passwords, changes access levels, and making preliminary identification of problems encountered by users;
•Makes preliminary identification of problems encountered by users to determine if it is due to equipment, network, or application errors and contacts appropriate personnel to achieve resolution;
•Performs simple repairs/fixes using knowledgebase articles and pre-determined methods to resolve relatively low-risk problems and reports more substantive issues to a higher level for action;
•Works on tier 1 tasks to support technology services projects
•Performs other duties as assigned.
Supplemental Information
SUPPLEMENTAL INFORMATION:
To apply for this position you MUST submit a complete YVC Online Employment Application, and include the following REQUIRED attachments:
- A cover letter describing how you meet the qualifications of this position (a generic cover letter will not be accepted)
- A current resume ( a resume will not substitute for the "work experience" section of the online application)
- Three (3) professional references (personal references do not count as professional)
- Unofficial transcripts for confirmation of degree (if minimum qualifications require a degree). The successful candidate will be required to submit official transcripts at time of hire
- Certifications/Credentials as required for fulfillment of the minimum qualifications
Employment Information:
This position is open until filled. Applications will be reviewed until the position is filled.
Those applicants invited to interview may be required to complete a skills test.
Candidates may be subject to a Criminal History Background Check as a condition for consideration of employment.
"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire."
Yakima Valley College does not discriminate against any person on the basis of race, color, national origin, disability, sex, genetic information, or age in admission, treatment, or participation in its programs, services and activities, or in employment. All inquiries regarding compliance should be directed to the Director of Human Resource Services, YVC, South 16th Ave. & Nob Hill Blvd., Yakima, WA 98902; or call 509.574.4670. Click here for the full non- discrimination statement.
Applicants with disabilities who require assistance with the recruitment process will be accommodated to the extent reasonably possible.
All positions are subject to funding.
Yakima Valley College offers a selection of health and retirement plans allowing you to take advantage of the plans that work for you. We also offer paid leave, development and career opportunities, and other compensation benefits. Benefit packages are a key component of our Total Compensation Model.
Insurance Benefits
Yakima Valley College offers medical (including vision), and dental. There are several medical plans with affordable monthly premiums that offer coverage throughout the state. Employees are also covered by basic life and long term disability insurance, with the option to purchase additional coverage amounts. To view premium rates, coverage choice in your area and how to enroll, please visit the
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the ' web site.
Employees also have the ability to participate in the (DCP), a supplemental retirement savings program that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Please refer to the for more detailed information.
Paid Leave and Other Incentives
In addition to the benefits above, full time classifed employees can accrue up to 25 days of vacation, 12 sick days, and 3 personal days each year. Full time employees are also able to take advantage of waived tuition, scholarships and other professional development opportunities.
Contact our Human Resources team with any additional questions you may.
