Technology Support Specialist

Who We Are Located in the scenic Puget Sound area with nearby mountain ranges and Mount Rainier in the distance, Tacoma is surrounded by outdoor recreational opportunities such as hiking, boating and camping. Tacoma, Washington has been ranked as one of the most livable cities in the country, due to the increasing career opportunities, cultural diversity and community engagement, just to name a few. Tacoma Community College (TCC) was built on the ancestral territory of Coast Salish peoples, specifically the Puyallup and Squaxin Island Tribes. The 1854 Medicine Creek Treaty forcibly removed them to Reservations to make way for colonizers; we recognize the privilege of utilizing this land has come at a great cost. We honor the resilience of the Puyallup and Squaxin Island people, who still live here, defend their rights, and contribute greatly to the well-being of our community. Our institution aims to increase partnerships and community ties with the local indigenous populations. Moreover, TCC stands in solidarity with Black Lives Matter and the Black community by further strengthening collaboration with the Black Student Union as well as community entities such as the Tacoma-Pierce County Black Collective, the Tacoma Urban League, and local black-owned businesses. In addition, we strongly support the Stop Asian Hate movement and have an active Asian Pacific Islander Student Club as well as an Asian and Pacific Islander Faculty and Staff Coalition. TCC is committed to developing more culturally responsive curricula by infusing and incorporating more educational content focused on the lives, experiences, and contributions of Native, Black, Asian, and other marginalized communities. We continually strive to become an anti-racist institution. We are specifically focusing on improved support for traditionally marginalized populations, including Black/African- American, Indigenous, People of Color, Dreamers, justice-involved, immigrants and refugees, Veterans, people with disabilities, and the LGBTQ+ community. To this end, TCC seeks applicants who: Value intellectual curiosity and innovative teaching Welcome difference and model respectful interaction with others Recognize and honor the important role that diversity brings to an educational community Are committed to educating a racially and socioeconomically diverse student population Are committed to teaching in a community college setting Care deeply about student success Intentionally support and promote efforts related to equity, diversity, and inclusion Honor TCC's mission promoting equitable access to educational opportunities Reflect the diversity of our community Position Summary The Learning Technology Support (LTS) Program Specialist role provides customer service and technical support to Tacoma Community College students, faculty, and staff with day-to-day use of teaching and learning technologies. This position reports to the Learning Technology Support Manager. Essential Functions Provide front-line support by phone, in-person and through the college's ticketing system for teaching and learning technologies used by students, faculty, and staff. Assist with learning management system (Canvas) and integrated learning tools, account access, and other educational technologies used in teaching and learning environments. Troubleshoot and resolve routine technical issues, escalating complex issues through established support processes when appropriate. Refer students to appropriate campus resources and support services, providing relevant information to ensure follow-up. Respond to, document, and resolve support requests submitted through the ticketing system. Help develop, maintain and update tutorials, user guides and knowledge base articles and other support documentation. Collaborate with the Learning Technology Support (LTS) team to develop and facilitate Canvas orientations and workshops for students to support student success and digital literacy. Support student success by providing onboarding assistance and training for Canvas and other college learning technologies during New Student Orientation and throughout the academic year. Conduct basic accessibility reviews of instructional materials using accessibility evaluation tools and recommend improvements. Process the checkout and return of college-owned instructional technology equipment using the college's equipment management system. Provide culturally responsive, inclusive, and customer-focused service to students, faculty, staff, and community members. Use a variety of communication and assistive technologies to effectively support multilingual, deaf, hard-of-hearing, and non-speaking individuals. Maintain regular attendance, accurately report hours worked, and comply with established work schedules and departmental procedures. Perform other related duties as assigned. Qualifications Minimum Qualifications High School graduation or equivalent. Customer service experience. Experience with Microsoft Office programs. Experience using multiple operating systems such as Windows, MacOS, ChromeOS, iPadOS and Android. Preferred Qualifications Associate degree or higher from an accredited college or university. The Successful Candidate Will Demonstrate Ability to learn and support educational technology applications, including learning management systems such as Canvas. Strong verbal and written communication skills. Ability to work effectively with individuals from diverse backgrounds and provide inclusive customer service. Excellent culturally responsive and inclusive customer service. Technical writing and knowledge base development and maintenance. A commitment to digital accessibility and inclusive design as part of everyday work. Regular attendance and punctuality with agreed-upon work schedule. Application Process This is part-time hourly position is bound by the WAC 357-04-045 provisions above. This is a part-time hourly position scheduled to work up to 17 hours per week. This position will work within the open hours: Monday - Thursday 8:00 am to 8:00 pm, Friday 8:00 am to 6:00 pm, Saturday 8:30 am to 5 pm, Sunday - closed. The hourly rate is $20.00 - $23.00 per hour. Hours will be scheduled Monday through Saturday based on department needs within the open hours listed below. No remote options available. A collective bargaining agreement exists, and membership in the Washington Federation of State Employees or payment of a service fee may be required.TCC Part-time hourly and student employees, including work-study students, will accrue one hour of paid sick leave for every 40 hours worked. Hourly non-student employees may be eligible for a comprehensive health care benefits package for you and your dependents, including medical, dental, and vision insurance. Life and long- term disability insurance plans and retirement benefits are also provided. For more information, please visit our employment page/employment benefits:about/employment/ Tacoma Community College provides equal opportunity in education and employment and does not discriminate on the basis of race, color, national origin, age, disability, genetic information, sex, sexual orientation, marital status, creed, religion, or status as a veteran of war. Prohibited sex discrimination includes sexual harassment (unwelcome sexual conduct of various types). Provides reasonable accommodations for qualified students, employees, and applicants with disabilities in accordance with the Americans with Disabilities Act and Federal Rehabilitation Act. The following persons have been designated to handle inquiries regarding non-discrimination policies: Patricia McCray-Roberts, Title VII and Title IX, ; Kathryn Held, Section 504 Officer, Building 7, View phone number on click.appcast.io. Tacoma Community College is a smoke-free/drug free environment. This recruitment announcement does not reflect the entire job description and can be changed and or modified without notice. Tacoma Community College Human Resources 6501 S 19th St Bldg. 14, Tacoma WA 98466