Columbia Basin College ("CBC" or the "College") seeks an IT Customer Support -- Entry position to serve as an IT Customer Success contact for hardware and software purchase requests and to research, receive, recommend, and initiate asset management for end-point business requirements. End-point equipment is defined as desktop computers, laptops, tablets, printers, and various technology directly used by faculty, staff or students. Duties include working with the campus community on requirements gathering, use case analysis and needs assessments. This position reviews software needs for standardization across campus and monitors license usage. The position additionally performs risk analysis on campus-requested software packages through the Software Evaluation process, both for new packages, as well as yearly review of existing packages. This position works closely with the Technology Services (TS) Director on departmental software purchases and renewals to ensure the best pricing and timely procurement. This position reports to the Assistant Director for IT Customer Success.

　　This position closes on December 25, 2023 @ 11:59 PM Pacific Time. 

　　If you have questions or need assistance during the application or search process, please contact the recruiter for this position, Denise Cook at *[email protected] or (509) 542-4407.*

　　Primary Responsibilities

　　Research technology and provide customer service to campus members requesting technology purchases;

　　Perform use case analysis and needs assessments to determine proper technology solution in accordance with department, College and Washington state standards;

　　Research vendor options to ensure the best pricing on technology purchases; prepare and deliver quotes in coordination with vendors;

　　Monitor and maintain vendor relationships to ensure proper IT procurement and fulfillment of technology purchases;

　　Establish technology standards and collaborate with vendors to adhere to these standards;

　　Serve as the internal and external contact regarding system requirements, options and solutions;

　　Manage and coordinate with vendors to ensure timely delivery of hardware and/or software solutions;

　　Assess vendor performance continuously to determine if service delivery is adequate to meet the College's needs;

　　Partner with TS leadership when evaluating and negotiating vendor relationships; respond directly to, or inform TS leadership if there are vendor issues that pose a risk to campus needs, budget or timeline;

　　Assist in setting minimum system requirements on new and existing equipment;

　　Submit warranty and return merchandise authorization (RMA) claims to vendors in support of the customer success team;

　　Perform risk analysis, maintain license compliance and prepare renewal quotes for campus software;

　　Perform risk analysis on user-requested software packages in accordance with established protocols and in cooperation with IS subject matter experts in the areas of IT security risk, supportability, integration requirements, usability, accessibility and business continuity;

　　Maintain record of software license renewals to ensure timely processing; obtain quotes and remind IS department staff of upcoming renewals;

　　Maintain software inventory and recommend consolidation where duplication exists; track software license compliance using industry- standard tools;

　　Perform asset lifecycle management for new and surplus items;

　　Record receipt of new inventory hardware, such as computers, printers and other technology items received from the College's shipping and receiving department;

　　Add and remove asset management records and update metadata, such as user and destination data for high value items including comp