End User Support Specialist I

Position Description

Position Title

End User Support Specialist I

Secondary Title

Group / Grade

3

Classification

Classified

Work Location

All Campuses

Overtime Eligible

Non-Exempt

Division

Operations & Finance

Differentials

N/A

Department

IT-End User Services

Reports To

Client Support Services Manager

Supervision Received

Works under the general supervision of the Client Support Services Manager

Supervisory Responsibility

Supervision is not a responsibility of this position. May oversee student employees.

Position Summary

A tier-one end-user support technician is to provide essential technical support to end-users within the college. These technicians are responsible for ensuring that end-users can access and use technology resources, such as hardware, software, and network systems, without any issues. They act as the first point of contact for end-users seeking technical assistance and are responsible for resolving common issues or escalating them to higher tiers if necessary. The role of a tier-one technician is critical in ensuring that college faculty, staff, and students can operate and utilize technology resources efficiently and effectively, without any significant disruptions. Effective communication skills, technical knowledge, and a customer-centric approach are key attributes required for the role of a tier-one technician.

Call Center

• Answer incoming calls promptly and provide courteous and professional customer service.
• Gather relevant information and attempt to troubleshoot and resolve the issue if possible or escalate it to higher tiers if required.
• Monitor and manage tickets in the ticketing system, ensuring that all issues are appropriately documented and tracked. Prioritize and triage tickets based on severity and respond to them in a timely manner.
• Monitor and respond to incoming emails promptly, providing relevant and accurate technical support and following up with end-users as needed.

Technical Support

• Provide technical support for basic technical issues.
• Diagnose, research, and resolve tier 1 technical hardware and software issues.
• Troubleshoot complex technical issues before escalating them as applicable.
• Triage issues based on the severity and impact.
• Prioritize issues that are affecting critical systems or processes and escalate them to higher tiers of support as necessary.
• May collaborate with other support teams, such as tier 2 or 3 technicians, to resolve complex issues.
• Follow up with end-users and keep them informed about the status of their technical issue.
• Maintain documentation of technical issues, resolutions, and service requests in a ticketing system to ensure that all problems are recorded and tracked appropriately.

Dispatch

• Identify high-priority tickets based on the nature of the issue and the potential impact on end-users.
• Follow established escalation process to dispatch high-priority tickets to tier 2 or 3 support.
• Assign high-priority tickets to specific tiers of support based on the nature of the issue and the skills of the support team.
• Communicate with higher tiers of support to ensure that they understand the issue and the urgency of the situation.

Other Duties as Assigned

• May participate in College committees as assigned.
• Engages in professional growth opportunities as assigned.
• Performs other duties as assigned.

Institutional Expectations

• Demonstrates our core values of integrity, collaboration, diversity, equity, and inclusion, sustainability, and courage.
• Actively contributes to a culture of respect and inclusivity by collaborating effectively with students, colleagues, and the public from diverse cultural, social, economic, and educational backgrounds.
• Participates in the recruitment and retention of students at an individual and institutional level in the promotion of student success.
• Embraces and leverages appropriate technology to accomplish job functions.
• Provides high-quality, effective service through learning and continuous improvement.

Minimum Qualifications

• Education – A High School Diploma or equivalent is required.
• Experience – A minimum of six months of experience in end-user support is required.

Only degrees received from an accredited institution will be accepted: accreditation must be recognized by the office of degree authorization, US Department of Education, as required by ORS 348.609. The final candidate will be required to provide official transcripts for the required degree.

Any satisfactory equivalent combination of education and experience which ensures the ability to perform the essential functions of the position may substitute for the requirement(s). Please see ourApplicant Guidefor more information on education/experience equivalency guidelines.

Preferred Qualifications

• An Associate Degree or higher in Computer Information Sciences or a related field is preferred.
• CompTIA A+, ITIL Foundation, or Microsoft Technology Associate (MTA).

Essential Knowledge, Skills, & Abilities (Core Competencies)

• Knowledge – Technical knowledge: having a solid understanding of common computer hardware, software, computer systems, operating systems (e.g., Windows, macOS, Linux), networks, and software applications is essential, as well as peripherals and mobile devices. Familiarity with the company's technology stack and common troubleshooting practices will enable end-user support professionals to quickly identify and resolve basic issues. Network fundamentals: a basic understanding of network concepts, such as IP addresses, DNS, and DHCP, will help staff identify and resolve network-related issues. Basic security awareness: a foundational understanding of cybersecurity principles and best practices, such as password management and avoiding phishing attempts, will help staff promote secure practices among users. Company-specific knowledge: be familiar with the College’s unique systems, applications, and processes to provide accurate and efficient support.
• Skills– Troubleshooting skills: adept at diagnosing and resolving common technical issues, either through self-guided research or by escalating to higher-tier support when necessary. Such as internet connectivity problems, software installation, and hardware malfunctions. Ticketing systems: proficient in using ticketing systems to log, prioritize, and track user requests and incidents. Communication skills: have excellent verbal and written communication skills to effectively communicate with users, gather relevant information, and provide clear instructions or explanations. Customer service orientation: a strong customer service mindset, including patience, respect, empathy, and active listening, is essential for providing a positive experience for users. Must have a genuine desire to help customers resolve their issues. Be understanding when dealing with users, regardless of their technical aptitude or the complexity of their issue. Problem-solving skills: have strong analytical and critical thinking skills to diagnose issues, identify root causes, evaluate potential solutions, and implement the most effective course of action in a timely manner. Continuous learning: the IT industry is constantly evolving, and technicians should be committed to staying current with new technologies, trends, and best practices to provide effective support. Time management skills: can prioritize tasks effectively and manage workload, ensuring that all users receive timely support. Attention to Detail: thorough in work, paying close attention to detail to minimize errors and ensure accurate information is provided to users.
• Abilities – Organizational and time management skills: ability to multitask, prioritize tasks, and manage workload effectively to meet service level agreements (SLAs). Multitasking: able to manage multiple tasks simultaneously, such as answering phone calls, responding to emails, and engaging in live chat support, all while maintaining a high level of service quality. Technical proficiency: have a strong understanding of various computer hardware, software, and operating systems, including Windows, macOS, and Linux. They should be able to troubleshoot basic problems, install and update software, and perform routine maintenance. Communication: able to understand customer issues, communicate solutions in simple terms, and maintain a professional tone at all times. Active listening: must be able to listen attentively to customers to identify their problems, ask relevant questions, and provide accurate solutions. Time management: must be able to prioritize and manage workload effectively to ensure that all customer issues are addressed in a timely manner. Adaptability: be flexible and able to adapt quickly to new technologies, tools, processes, and procedures. This includes staying current on industry trends and participating in ongoing training and development opportunities. Collaboration/Teamwork: ability to collaborate with others, including colleagues, supervisors, and customers, as well as cross-functional teams. This promotes efficient problem-solving and ensures that users receive the support they need. Able to escalate issues when necessary and collaborate with higher-level support teams.

Other Requirements

• For assignments requiring operation of a motor vehicle, possession of a valid Oregon Driver’s License or the ability to obtain one within 30-days of employment, and maintenance of an acceptable driving record are required.

Remote Work Options(seeAP 7239 Working Remotelyfor more details)

• This position functions as an in-person work arrangement, working on-campus with either a set schedule or flexibility depending on operational needs.

Physical Demands

The physical demands listed below represent those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

• Manual dexterity and coordination are required for more than half of the daily work period (about 70%) which is spent sitting while operating office equipment such as computers, keyboards, 10-key, telephones, and other standard office equipment. While performing the duties of this position, the employee is frequently required to stand, walk, reach, bend, kneel, stoop, twist, crouch, climb, balance, see, talk, hear, and manipulate objects. The position requires some mobility including the ability to move materials less than 5 lbs. daily, 5-25 lbs. weekly and 25-60 lbs. occasionally. This position requires both verbal and written communication abilities.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this position, the employee is primarily working indoors in an office environment. The employee is not exposed to hazardous conditions. The noise level in the work environment is usually moderate and lighting is adequate.

Position will remain open until filled, with screening scheduled to begin 4/16/2026. Applications received after the screening date are not guaranteed review.Documents required for submission include a cover letter and resume. Applications missing any of the listed required documents may be considered incomplete and ineligible for further review.

Opportunity Starts Here – with people who bring curiosity, creativity, and care to their work. At Rogue Community College, we strive to hire and support employees who enrich our community and bring fresh perspectives to our work. Together, we’re creating a welcoming environment where people feel valued and respected, and where innovation grows.

We value the many ways people gain experience and develop skills. If your background doesn’t align perfectly with every qualification, we still encourage you to apply. You might be just what we’re looking for.

Candidates with disabilities requiring accommodation and/or assistance during the hiring process may contact Human Resources at 541-956-7329. Only finalists will be interviewed. All applicants will be notified by email after final selection is made. Final candidate will be required to show proof of eligibility to work in the United States. For position with a degree required, only degrees received from an accredited institution will be accepted; accreditation must be recognized by the Office of Degree Authorization, US Department of Education, as required by ORS 348.609.

Public Service Loan Forgiveness

Rogue Community College is considered a qualifying public employer for the purposes of the Public Service Loan Forgiveness Program. Through the Public Service Loan Forgiveness program, full-time employees working at the College may qualify for forgiveness of the remaining balance on Direct Loans after 120 qualifying monthly payments under a qualifying repayment plan. Questions regarding your loan eligibility should be directed to your loan servicer or to theUS Department of Education.

Rogue Community College does not discriminate in any programs, activities, or employment practices on the basis of race, color, religion, ethnicity, use of native language, national origin, sex, sexual orientation, gender identity, marital status, veteran status, disability, age, pregnancy, or any other status protected under applicable federal, state, or local laws. For further policy information and for a full list of regulatory specific contact persons visit the following webpage:www.roguecc.edu/nondiscrimination.