| Location | Lakewood, WA |
| Salary | $81,972–$97,476 Per Year |
Educational Technologies Support Specialist (IT Customer Support - Journey)
Salary
$81,972.00 - $99,924.00 Annually
Location
9401 Farwest Dr SW, Lakewood, WA
Job Type
Classified Full Time
Job Number
C2643
Division
Information Technology
Opening Date
10/26/2026
Closing Date
11/16/2026 5:00 PM Pacific
Position Summary
Please Note: The salary range for this position is $81,972.00 - $97,476.00 annually, depending on qualifications, with periodic increments up to $99,924.00 annually.
The mission of Pierce College is to create quality educational opportunities for a diverse community of learners to thrive in an evolving world. The Pierce College District is committed to being an anti-racist institution. To truly be anti-racist, we must work deliberately to eliminate barriers that have prevented the most promising and capable students from entering and thriving in college.
The Educational Technologies Support Specialist (IT Customer Support - Journey) provides advanced customer support for Canvas and other educational technologies used across the college district. The position supports faculty, staff, and students through consultation, troubleshooting, training, service request fulfillment, and incident response. The position also assists with the testing, configuration, deployment, and ongoing support of educational technology systems and provides backup support for the primary LMS administrator.
The position aligns with the IT Customer Support, Journey classification by independently resolving complex customer issues, analyzing business and user needs, recommending and implementing technology solutions, documenting processes, coordinating with vendors and internal partners, and providing fully competent professional support within a defined educational technology environment.
This position reports to the Director of Information Technology. Regular and consistent attendance is required.
About the District
Pierce College is a high-performing, mission-driven, data-informed, student-focused district committed to equity, diversity, and inclusion. For nearly 60 years, Pierce College has developed a national reputation for academic excellence and support services to ensure student success. The district is proud of the many awards and recognitions it has received. Pierce College is an Achieving the Dream Leader College of Distinction and was the 2017 recipient of their prestigious Leah Meyer Austin Award, given for measurable improvements in student outcomes.
Named as a Top 5 Finalist and a Rising Star for the 2019 Aspen Prize for Community College Excellence, Pierce College Fort Steilacoom was recognized for exceptional achievements in student learning, certificate and degree completion while in community college and after transferring to a four-year institution, employment and earnings rates after graduation, and access for and success of minority and low-income students. Pierce College District was named as a Top 10 finalist for the 2021 Aspen Prize and a Top 25 for 2023. Pierce is also one of 30 original AACC Guided Pathways colleges and one of first five College Spark Washington pathways colleges. We have bold goals to have all students on a career pathway to increase completion rates for all students and to close achievement gaps by 2027. Take a peek with aerial campus views!
Pierce College Fort Steilacoom
Located on a beautiful 140-acre site adjacent to a 340-acre community recreational park and Waughop Lake.
Pierce College Puyallup
Located on an expansive site with 125-acres of wooded land with beautiful hideaways.
Pierce College at JBLM
Located at the Joint Base Lewis-McChord military sites, serving many of our military and active-duty families that are serving our country.
Our colleges enjoy a strong presence in the communities in which they serve and participate in numerous partnerships with business, community, government, and educational organizations.
Essential Functions
The Educational Technologies Support Specialist (IT Customer Support - Journey) will be responsible for the following, but not limited to:
Provide advanced customer support for educational technology systems.
Respond to and resolve complex support requests, incidents, and service tickets related to Canvas and other supported educational technologies for faculty, staff, and students through phone, email, walk-in, remote support, and ticketing tools.
Evaluate issue severity, service impact, and urgency; prioritize work to restore service and minimize disruption to instruction and student access.
Troubleshoot user, application, configuration, workflow, browser, and integration issues; identify root causes and implement or recommend effective solutions.
Serve as an escalation point for lower-tier support staff and student-facing help resources for educational technology questions and incidents.
Identify issues requiring vendor involvement, prepare support cases, and coordinate with vendor technical support through resolution.
Recognize recurring issues and patterns, recommend service improvements, and document resolutions, procedures, and knowledge-based content to improve self-service and support consistency.
Deliver customer training, consultation, and adoption support.
Consult with faculty, staff, and other users to identify instructional technology needs and recommend appropriate use of Canvas and related educational technology tools.
Develop and deliver individual and group training, workshops, demonstrations, job aids, and support materials on supported systems, processes, and features.
Assist users with adoption of new and updated functionality by explaining technical concepts in customer-centered language and tailoring support to user skill level and instructional context.
Coordinate with EdTech staff and college partners to communicate system changes, outages, updates, and best practices.
Perform operational support and backup administration for Canvas and related systems.
Support standard maintenance, testing, configuration, and deployment activities for Canvas and related educational technology systems in coordination with the primary LMS administrator.
Create and maintain user accounts, course shells, groups, sub-accounts, enrollments, and permissions according to established procedures and business rules.
Assist with integrations, system setup, batch processes, and routine operational tasks required to keep educational technology systems functioning effectively.
Conduct unit and usability testing for changes, updates, and new tools; document findings and help verify production readiness.
Serve as backup coverage for designated LMS administrative processes during absences, peak periods, or operational needs.
Collaborate on service improvement, implementation, and partner coordination.
Work with internal IT teams, instructional partners, and vendors to implement, support, and improve educational technology services and related workflows.
Participate in planning, testing, rollout, and troubleshooting for new or updated educational technology tools and third-party integrations.
Contribute to procedures, service standards, and best practices that improve operational consistency, customer experience, and efficient use of district resources.
Monitor community discussions, vendor communications, and industry updates relevant to supported systems and share actionable information with the EdTech team.
Qualifications
Education Required
OR
If qualifying through an education equivalency, applicants must meet the following:
Education to Experience Equivalencies: For this requirement, four (4) years of qualifying work experience is considered equivalent to the required education.
Experience Required
Experience providing customer-facing technical support, consultation, and training for enterprise or academic technology systems.
Experience troubleshooting software applications, account and access issues, and system workflows in a structured support environment.
Experience using ticketing systems, documentation, and knowledge-sharing practices to manage support requests and improve service quality.
Experience supporting a learning management system, such as Canvas, in a college, university, or K-12 environment.
Experience delivering end-user training or workshops on technology tools.
Experience supporting educational technology integrations, testing, and basic systems administration.
Experience working with vendors and cross-functional partners to resolve incidents and implement service improvements.
Special Requirements
Required Competencies
Customer Service
Delivers responsive, respectful, and solution-oriented support that addresses the needs of faculty, staff, and students.
Communication
Communicates technical information clearly to diverse audiences, documents work accurately, and keeps relevant partners informed of issues, risks, resolutions, and progress.
Problem Solving
Independently analyzes incidents, evaluates options, implements appropriate solutions, and assesses outcomes.
Teamwork
Collaborates effectively with EdTech, IT, faculty, staff, vendors, and other partners to achieve shared service goals.
Flexibility and Multitasking
Works effectively in a high-volume environment with shifting priorities, interruptions, and varied support needs.
Personal Responsibility
Demonstrates reliability, professionalism, sound judgment, and consistent follow-through.
Interpersonal Skills
Builds trust, works constructively with diverse customers, and contributes to a positive service environment.
Client Management
Anticipates customer needs, identifies risks to service delivery, and supports practical, user-centered solutions.
Application Process
Please submit only the required documents listed below. For your privacy, please remove or redact all Personally Identifiable Information (PII), such as Social Security numbers, from your application materials. Additionally, please do not include photographs or external links in your documents.
Meet the required qualifications as outlined in this announcement.
Online Application: Complete the online application profile and apply for the specific job opening.
Cover Letter: Upload (attach) a cover letter that addresses how you meet the required qualifications as outlined in this announcement.
Resume: Upload (attach) detailed résumé of all educational and professional experience.
Transcripts: Transcripts are not required in order to apply for this position; however, if you are selected for an interview, you will be asked to bring copies of unofficial transcripts showing completion of the required level of education and/or coursework. International transcript must include a foreign transcript evaluation. For a list of approved credential evaluation services, visit National Association of Credential Evaluation Services (NACES).
Please note: Certain positions require specific levels of educational attainment, such as a post-secondary degree, licensure, or certification. In order to evaluate applicant materials to determine if the minimum qualifications are met, information regarding your education and experience should be included in your application materials. Unofficial transcripts are acceptable for the application process; official transcripts are required upon hire.
References: Upload (attach) a list of at least three (3) professional references with names, telephone numbers, and e-mail addresses. One of which must be your current or most recent supervisor. Letters of recommendation will not be accepted.
Supplemental Question: Provide a response to the following question.
Briefly describe how you have worked in your previous or current positions to advance equity, diversity, and inclusion in your organizations and how you would do that in this position. Please limit your response to a maximum of 500 words.
To learn more about our Equity, Engagement, and Belonging efforts, visit the Equity, Engagement, and Belonging webpage.
Special Note
To ensure consideration, application materials should be received no later than 5:00 p.m. on the closing date.
All correspondence regarding your application status will be sent to the email address associated with your SCHOOLJOBS.COM account. Please make sure to check your spam folder periodically, in the case of an automated, incorrect delivery.
Terms of Employment
This is a full-time (40 hours per week), classified, overtime-eligible position with Pierce College District. The position is permanent upon successful completion of a six (6) month probationary period.
The primary work location will be at the Pierce College Fort Steilacoom campus. Occasional travel to other Pierce College campuses or sites may occur, and the position may be subject to reassignment between campuses or sites. The regular work schedule is Monday through Friday, between 8:00 a.m. and 5:00 p.m., with occasional evening and weekend work as needed. This position may be eligible for occasional remote work once the incumbent is established in the role depending on the needs of the department. Regular and consistent attendance is required.
Salary & Benefits
The salary range for this position is $81,972.00 - $97,476.00 annually, depending on qualifications, with periodic increments up to $99,924.00 annually.
However, your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long-term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided.
Physical Work Environment
This position is required to work indoors in an open office environment with standard computer workstation use; may include bending, lifting, and moving equipment associated with routine technology support.
Reasonable Accommodation
Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the District Human Resources Office by calling 253-964-7342. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the states free telecommunication access service.
Screening & Interview Process
Only those candidates who have complied with the application process and meet the required qualifications will be considered. Following the review of application materials, the most qualified candidates will be contacted for an interview. Check the email account you used for the application process for communication regarding the status of your application. Application materials submitted to Pierce College are the property of the College and will not be returned.
Please Note
This is a competitive selection process. Your application materials will be reviewed and evaluated based on the minimum qualifications listed for the position.
Applicants whose qualifications most closely correspond to the district's needs will be eligible for further consideration. Notification of application status normally occurs 4 to 6 weeks after the closing date. Short notice may be given to applicants to participate in further selection processes which may include written, oral and performance examinations, and final interviews.
Conditions of Employment
Prior to the start of employment, finalist(s) for this position will be subject to a pre-employment background check as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment.
Conditional offer letters will be accompanied by a declaration and authorization to release information form to be completed by the applicant. Disclosure is required under Washington State Law RCW 28B.112.080.
An offer of employment will not carry with it any responsibility or obligation on the part of the district to sponsor an H-1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire.
Pierce College has adopted a Drug Free Workplace policy. As a condition of employment, employees must agree to abide by the requirements established in that policy.
Bargaining Unit
This position has been designated as a bargaining unit position represented by the Washington Public Employee Association (WPEA).
Equal Opportunity
Pierce College supports and values the dignity of each member of its community and visitors, and is committed to maintaining an environment free from discrimination and harassment. This commitment applies to all levels and areas of operations and programs and is intended to ensure that all students and employees are provided equitable opportunities to realize their goals and to function safely and effectively within the Pierce College environment.
Pierce College recognizes its responsibility under state laws and their implementing regulations to investigate, resolve, implement corrective measures, and monitor the educational environment and workplace to stop, remediate, and prevent discrimination 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 veteran or military status, or use of a trained guide dog or service animal. Pierce College prohibits discrimination against and harassment of members of these protected classes, as well as any additional class(es) protected by local, state, or federal law. Any individual found to be in violation of this policy will be subject to disciplinary action up to and including the possibility of exclusion from Pierce College facilities, dismissal from Pierce College as a student, and/or dismissal from employment, as applicable.
Members of the college community, guests, or visitors who believe they have been the subject of discrimination or harassment should report the incident or incidents to the District Title IX/EEO Coordinator identified below. If the complaint is against that Coordinator, or if for some other reason a report cannot be made to the coordinator, the complainant should report the matter to one of the alternate designees listed below.
District Title IX Coordinator and District Section 504 Coordinator
Kelly Benson
Pierce College Fort Steilacoom
Cascade Building, Room 237
9401 Farwest Drive SW, Lakewood, WA 98498-1999
253-651-6438
TitleIX@pierce.ctc.edu
District Affirmative Action Officer
Paula Henson-Williams
253-864-3229
PHenson@pierce.ctc.edu
Deputy Title IX Coordinator
District Athletics
Duncan Stevenson
253-964-6612
DStevenson@pierce.ctc.edu
Deputy Title IX Coordinator
Student Conduct
Julie Draper Davis
253-912-2331
JDraperDavis@pierce.ctc.edu
Deputy Title IX Coordinator
Pierce College at Joint Base Lewis-McChord
Ron Burleson
253-912-2242
RBurleson@pierce.ctc.edu
Deputy Title IX Coordinator
EEO/Human Resources
Deena Forsythe
253-964-6586
DForsythe@pierce.ctc.edu
More than Just a Paycheck!
Washington State offers one of the most competitive benefits packages in the nation. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Insurance Benefits
Employees and families are covered by medical (including vision) and dental insurance. There are multiple medical plans with affordable monthly premiums ranging from $25.00 per month for individual coverage to $483.00 for full family coverage (the state pays dental premiums). Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses.
Employees are also covered by basic life and long term disability insurance, with the option to purchase additional coverage amounts. To view coverage choices and how to enroll, please visit the Public Employees Benefits Board (PEBB) website.
Retirement and Supplemental Plans
Classified Pierce College Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.
Employees also have the ability to participate in the state Deferred Compensation Program (DCP) and the State Board Voluntary Investment Program (SBVIP), administered by TIAA-CREF. These are supplemental retirement savings programs (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Leave
Classified employees begin accruing 9.33 hours of vacation and 8 hours of sick leave starting their first month of employment. The amount of vacation an employee can accrue increases the longer they work with us (up to a maximum of 16 hours, 40 minutes per month after twenty-five years of service). A maximum of 30 working days (280 hours) of vacation may be accumulated. Employees also receive two personal leave days after four months of employment.
Washington State supports members of the armed forces with 21 days paid military leave per year.
Holidays
Full-time employees are entitled to ten paid holidays and a personal holiday of their choice (may be used after four months of employment).
Tuition Reimbursement
Permanent Classified employees working half-time or more may take space-available classes for $5 per quarter with the Tuition Waiver program (typically after a 6 month probationary period).
Public Service Loan Forgiveness:
At Pierce College, we value the contributions of our employees and strive to support their professional and personal growth. One significant benefit of working with us is our eligibility for the Public Service Loan Forgiveness (PSLF) program. As an employee of a qualifying public service organization, you may be eligible to have your federal student loans forgiven after making 120 qualifying payments (10 years). This program is designed to support those who dedicate their careers to public service, giving you the opportunity to significantly reduce your student loan debt while making a positive impact in the community.
Financial Peace of Mind: With Public Service Loan Forgiveness, you can focus on your mission to serve others without the burden of overwhelming student loan debt, allowing you to dedicate your skills and talents to providing quality educational opportunities to a diverse community of learners to thrive in an evolving world.
Flexible Repayment Options: We encourage our employees to explore various repayment plans, including income-driven options that can make monthly payments more manageable during your service as a public employee.
Join Our Dedicated Community Now:
If you are committed to helping Pierce College become an anti-racist institution; ensuring that every student in the Pierce College District feels valued, respected, and inspired to achieve their goals than Pierce College needs you! We provide a brave space for Black, Indigenous, Persons of Color (BIPOC), LGBTQ/QTPOC students, students with disabilities, and all students and staff to seek refuge, and an opportunity for them to cultivate their strengths, intelligence, resilience, and creativity. This role that not only enhances your career but also offers financial benefits through programs like Public Service Loan Forgiveness. We encourage you to apply!
Bargaining Unit
Classified employees of Pierce College are covered by the Washington Public Employees Association (WPEA). For more information, please visit http://www.wpea.org/.
Discounted Health Education Center Membership
Employees of the college receive a discount on Health Education Center membership, which provides access at both campuses to a complete set of cardiovascular and strength training equipment and a full gymnasium at the Fort Steilacoom campus. Personal trainers and physical education classes are also available for an additional fee.
01
Briefly describe how you have worked in your previous or current positions to advance equity, diversity, and inclusion in your organizations and how you would do that in this position. Please limit your response to a maximum of 500 words.
02
Cover Letter: Have you attached a cover letter addressing how you meet the required qualifications outlined in this announcement?
03
Resume: Have you attached a detailed résumé outlining your educational and professional experience?
04
Professional References: Have you attached a list of at least three (3) professional references, including names, telephone numbers, and email addresses, with at least one reference being your current or most recent supervisor? Letters of recommendation will not be accepted.
05
Education Requirement: How do you meet the education requirement for this position? Select the option that applies to you.
06
Transcripts: Have you attached unofficial transcripts showing completion of the required level of education and/or coursework?
07
Experience: Do you have experience providing customer-facing technical support, consultation, and training for enterprise or academic technology systems.
08
Experience: Do you have experience troubleshooting software applications, account and access issues, and system workflows in a structured support environment?
09
Experience: Do you have experience using ticketing systems, documentation, and knowledge-sharing practices to manage support requests and improve service quality?
10
Experience: Do you have experience supporting a learning management system, such as Canvas, in a college, university, or K-12 environment?
11
Experience: Do you have experience delivering end-user training or workshops on technology tools?
12
Experience: Do you have experience supporting educational technology integrations, testing, and basic systems administration?
13
Experience: Do you have experience working with vendors and cross-functional partners to resolve incidents and implement service improvements?
Required Question
Employer Pierce College
Address 9401 Farwest Drive SW
Lakewood, Washington, 98498
Phone 253.964.7342
Website https://www.pierce.ctc.edu/hr