IT Support Specialist

2 weeks ago

Olympia, Washington, United States The Evergreen State College Full time
Job Title: IT Support Technician 2

Join The Evergreen State College team as an IT Support Technician 2, playing a vital role in providing holistic support to students. This position is part of a team working to design, implement, and leverage the Student Success component of the Slate customer relationship management system (CRMS) used by staff in Student Engagement, Equity, and Support, Enrollment Services, faculty, and other student-facing staff to provide academic support to students.

Key Responsibilities:
  • Act as a liaison between project leadership and stakeholder groups to collect stakeholder input for system design/revision, perform system testing, provide training for system users, receive user requests for assistance, leverage system functionality to provide assistance and resources to system users, and create and maintain system documentation, including user manuals.
  • Work collaboratively to implement the Slate Student Success module, conduct information-gathering meetings with stakeholders to gather input and recommendations regarding system configuration, user access, workflows, etc.
  • Coordinate the Student Success CRMS integration plan and ensure issues with business processes and roles are identified and mitigated.
  • Interpret student success best practices and apply these frameworks to CRMS implementation planning.
  • Collaborate with project members to gather data relevant for annual reporting purposes, such as who is using the program and how many students are served.
  • Monitor use of system to identify user trends, functionality issues, opportunity for improvements or more training, etc.
  • Provide guidance, assistance, and support to CRMS users to troubleshoot and escalate issues for higher-level IT staff/vendor resolution.
  • Develop and update system configuration documentation, training materials, and user manuals.
  • Provide system training to individuals and groups.
  • Create cross-divisional processes for tracking and reporting student advising data and inform system reconfiguration and enhancements.
  • Create and disseminate communication about project status, system updates, and use data a broad range of technical and non-technical audiences.
  • Assist in ensuring that the program configuration and use complies with terms and conditions of the grant and related rules.
  • On an as-needed basis, assist in the development of proposals, reports, plans of operation, and other documents.
  • Explain and act in accordance with college, state, and federal guidelines, including FERPA regulations for student record protection.
Requirements:
  • Bachelor's degree.
  • Experience with Slate by Technolutions or similar customer relationship management system.
  • Experience implementing technology systems.
  • Experience training others in the use of technology systems.
Benefits:

A full state benefits package which includes: paid sick and vacation leave; paid campus holidays; a generous medical, dental, life, and disability insurance package for employees and dependents; retirement; optional deferred compensation and optional supplemental retirement accounts.

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