Technical Support Analyst

About the Department

Are you enthusiastic about technology and supporting client success? Renton Technical College is seeking a Technical Support Analyst (TSA) to join our team! The TSA is a member of our College Technology Services department. This position is responsible for performing routine and complex installation, maintenance, and repair for assistive technology hardware, software, and other desktop computer equipment, peripherals, and technology services in a multi-site networked environment. The TSA acts as a primary point of contact for our customers who are the students, staff, and faculty. This position plays a key role in establishing and maintaining the client relationship emphasis of the department. 

The Technical Support Analyst is represented by the Renton Professional Technical Association (Prof-Tech) union. This is a full-time, classified, and overtime eligible position. The pay range for this role is $73,882 - $92,698 annually, and salary placement is based on applicable work experience. New hires may not be placed above Step 10 ($88,782). Additional information can be found on our benefits page and in the Collective Bargaining Agreement.  The priority consideration date for this position is November 30, 2025. 

Renton Technical College, located southeast of Seattle, has provided quality education in a variety of occupations for over 75 years. Our professional-technical certificate and degree programs offer entry and mid-level training in the areas of allied health, trades, and industry, culinary, business, technology, and automotive. Our outstanding college & career pathways program with classes in adult basic education, English as a second language, and GED preparation is available to those who need additional preparation before entering a training program and for those who simply wish to improve their math and English skills. Career Education and apprenticeships degrees round out our offerings.

Position Duties

• Support the college's mission by creating a learning and work environment of mutual respect and fairness, while encouraging creative and critical thinking. Contribute to the appreciation of diversity and foster a climate of multicultural understanding. 
• Provide technical support to customers over the phone, virtually, and in-person.
• Process all Service Desk requests and triage initial requests for resolution or escalation. Ensure that all service requests are handled in a timely manner following the Service Level Agreement guidelines.
• Diagnose and resolve desktop computer hardware, software, and other technical service issues.
• Act as a consultant to faculty, and staff to answer questions, troubleshoot problems, determine hardware/software requirements, and recommend solutions.
• Provide support to Students utilizing college owned assets and technologies. Collaborate with the Learning Resource and Career Center to provide additional technical support to students.
• Perform installation, maintenance, troubleshooting, and repair of computer equipment, peripherals, and other technical services in a multi-site networked environment.
• Assist in coordinating requests for repair, maintenance, equipment moves, and software updates. 
• Interact with Vendors and place purchase requisitions as needed.
• Maintain procedural documentation and knowledge base articles for customers and support staff.
• Maintain department records and databases including Service Desk ticketing system, asset management system, hardware and software configuration, and installation procedures, spare parts inventory, and software license records.
• Manage administrative PC and computer lab images and software packaging in utilizing the department’s current imaging software.
• Work closely with department team members to continually improve service delivery and procedures. Mentor and guide Student Work-Study students to enhance productivity.
• Willingness to become a Subject Matter Expert in one or more technology area.
• Assist in network installation and maintenance as required.
• Communicate professionally and effectively, both orally and in writing, with college employees, departments, and outside agencies. 
• Maintain regular attendance and punctuality. 
• Perform other related projects and assignments as assigned.

Minimum Qualifications

• Experience with persons from diverse backgrounds such as sexual orientation, racial, ethnic, religious, linguistic, gender, age, socio-economic, physical, and learning abilities, and a commitment to an inclusive and equitable working / learning environment.
• Two years of experience in computer maintenance technology providing hardware and application support in a networked Microsoft Windows environment OR an associate’s degree in computing, or a related field, and one year of experience.
• Ability to work effectively and engage with individuals whose first language is not English.  
• Ability to maintain confidentiality, think critically and exercise independent judgment required. 
• Previous success learning new computer software program/platforms is required. 
• Excellent leadership and interpersonal skills and ability to work effectively as part of a team. Commitment to providing a high level of customer service. 
• Demonstrated attention to detail and previous experience maintaining accurate records, managing multiple tasks, planning, and organizing work in order to meet changing priorities and deadlines. 
• Demonstrated ability to promote universal design and accessibility. Proficiency in (or ability to learn within 6 month of hire) the production of accessible content, whether print or electronic.
• Ability to represent the college in a positive and professional manner, while using tact, discretion, and courtesy.
• Ability to speak a regionally top spoken language other than English is preferred (Spanish, Vietnamese, Russian, Somali, and Chinese).

• Experience installing, troubleshooting, and supporting computer hardware and software.
• Experience with Assistive Technology 
• Experience installing, troubleshooting, and maintaining current versions of Windows OS 
• Experience with Microsoft Office Suite.
• Experience with Telephony systems (VOIP, PBX).
• Experience with MacOS.
• Experience with audio/visual (A/V) systems.

Other Qualifications

In the interest of providing a healthy, safe and secure educational and work environment, and in order to meet the requirements of federal legislation, it is the policy of Renton Technical College to maintain an alcohol and drug-free workplace for our employees and students.

The person hired is required to provide authorization for employment in the United States. All offers of employment are contingent to background checks, including employment and required degree/credential verification. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform successfully in the position. Finalists are required to complete the Sexual Misconduct Disclosure form as required under RCW 288.112.080. Post offer, pre-employment criminal background checks are also required.

For questions regarding this position contact recruiting@rtc.edu.

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EEO STATEMENT: Renton Technical College provides equal opportunity in education and employment and does not discriminate on the basis of race, color national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veterans or military status, or use of a trained guide dog or service animal, as required by Title VI of the Civil Rights Act of 1964, Title VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Sections 504 and 508 of the Rehabilitation Act of 1973, the Americans with Disabilities Act and ADA Amendment Act, the Age Discrimination Act of 1975, the Violence Against Women Re-authorization Act and Washington State Law Against Discrimination, Chapter 49.60 RCW and their implementing regulations. The following college official has been designated to handle inquiries regarding the nondiscrimination policies: Title IX / EEO Coordinator, Vice President of Human Resources 3000 NE 4th Street Renton, WA 98056 (425)235-7873, titleix@rtc.edu.     

Jeanne Clery statement: Notice of Availability of Annual Security and Fire Safety Report: In compliance with Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act of 1998, and as a part of the College's commitment to safety and security on campus, Renton Technical College reports the mandate information about current campus policies concerning safety and security issues, the required statistics, and other related information for the past three (3) calendar years. Renton Technical College's Annual Safety and Fire Report is available online at: https://rtc.edu/about-rtc/campus-resources/campus-security/annual-security-report.php. For information on how to access the RTC Daily Crime Log follow this link:https://rtc.edu/about-rtc/campus-resources/campus-security/daily-crime-log.php

We acknowledge that RTC sits uninvited on the ancestral land of the Puget Salish people, including the Duwamish, Suquamish, Snoqualmie, Tulalip, and Muckleshoot Nations.  We are grateful to the original inhabitants of this land, upon which we gather and dialogue. We also acknowledge our increasingly virtual world, in which RTC’s work is done across multiple indigenous lands, in some cases, away from Puget Salish territories. We thank the original caretakers of our local lands and waters, who are still here.      

Beyond acknowledgment, we each have an obligation to learn about and support our local tribes. Find out how on our resources page, which includes scholarships for Indigenous students.