Address
Form of workAvailable Title(s):
482CS-YN_CS_NPS - IT Customer Support - EntryBusiness Title:
IT Customer Support - EntryEmployee Type:
ClassifiedTime Type:
Full timePosition Term:
12 MonthPosition Details:
Summary of Duties:
Positions perform entry level work that involves the planning and delivery of Customer Support services, including installation, configuration, troubleshooting, and customer assistance for customer technology. For example: desktop computers, phone, laptops, email accounts, and video conferencing.
Under general supervision, provide intermediate computer troubleshooting and resolve all problem requests received via the Spokane Campus Technical Support Center (TSC).
Install, configure, maintain, and troubleshoot end-user software, hardware, and operating systems. Provide training on use of hardware and software to customers. Provide technical assistance to faculty, staff, and students.
Provides technical assistance to student lab and help desk technicians.
Essential Duties:
- Customer Computer and Software Support - 60%
- Application Technical Support - 20%
- Customer Training and Professional Development - 15%
- Other - 5%
Required Qualifications:
Associate’s degree in Information Technology, Computer Science, related field, or equivalent education and/or relevant experience.
Two years of information technology experience such as providing customer or technical support in information technology disciplines; telecommunications; consulting, analyzing, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment.
Advanced knowledge and experience using Microsoft Visio and Office products; learning management systems; Tegrity, PanOpto, or similar classroom capture technology. Experience analyzing, installing, maintaining computer software applications, hardware, or telecommunications or network infra-structure equipment, or providing customer or technical support in information technology.
Experience troubleshooting and resolving network issues in a TECP/Ip based Local Area Network (LAN) and Wireless LAN environments.
Advanced knowledge and experience diagnosing and resolving technical issues on PC and Mac systems.
Experience with desktop computer PC and Mac. Excellent communication and interpersonal skills.
Strong time management and organizational skills.
Ability to manage multiple tasks at once with great attention to detail and thoroughness.
Ability to work in a team environment.
Working knowledge with IT help desk/customer service software applications.
Excellent customer service experience.
Must have, or be able to obtain at time of hire, a valid, unrestricted driver’s license.
Ability to work a flexible schedule, which may include evenings and weekends.
Preferred Qualifications:
Previous experience working in a higher education setting that includes the use of TCP/IP tools.
Experience operating videoconferencing solutions (Zoom, Polycom, Tandberg, or similar).
Additional Information:
Area/College: WSU Spokane
Department Name: Information Technology Services
City, State, Zip: Spokane, WA 99202
Department Link: https://spokane.wsu.edu/its/
Monthly Salary: Range 01IT, $4,948 to $6,656, Step A-M
Successful candidates typically begin at the beginning of the salary range and receive scheduled salary increment increases in accordance with WAC 357-28. Step M is typically a longevity step.
WSU offers a comprehensive benefits package which includes: paid sick and vacation leave; paid holidays; medical, dental, life and disability insurance package for employees and dependents; retirement; deferred compensation and optional supplemental retirement accounts.
For a more detailed summary of benefits offered by WSU for classified staff visit: https://hrs.wsu.edu/wp-content/uploads/2024/01/2024-Benefit-Overview-for-Civil-Service.pdf.
Find total compensation here: https://hrs.wsu.edu/managers/recruitment-toolkit/total-compensation/.
Overtime Eligibility: OT Eligible
FTE: 100%
This is a Permanent position.
Posting Close Date: Applicants must submit their completed application by February 5, 2024 at 11:59 PM.
Background Check: This position has been designated by the department to require a background check because it requires access to children or vulnerable adults as defined by RCW 74.34, engages in law enforcement, requires security clearance, interacts with WSU students in a counseling or advising capacity, has access to personal identifying and/or financial information, unsupervised access to university buildings/property, or other business-related need. A background check will not be completed until an initial determination of qualification for employment has been made.
Applicants must upload the following documents to their online application.
- Resume (required)
- Cover Letter (required)
External candidates, please upload all documents in the “Resume/CV” section of your application. Internal candidates, please upload all documents in the “Resume/Cover Letter” section of your application.
Documents may be submitted in one file or separate files. Applicants are encouraged to upload as a PDF if possible. Application materials should clearly communicate how the applicant meets all required qualifications and additional requirements.
Applicants will be requested to provide contact information for professional references within the online application.
WASHINGTON STATE UNIVERSITY IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EDUCATOR AND EMPLOYER. Members of ethnic minorities, women, special disabled veterans, veterans of the Vietnam-era, recently separated veterans, and other protected veteran, persons of disability and/or persons age 40 and over are encouraged to apply.
WSU employs only U.S. citizens and lawfully authorized non-U.S. citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Services.
WSU is committed to providing access and reasonable accommodation in its services, programs, activities, education and employment for individuals with disabilities. To request disability accommodation in the application process, contact Human Resource Services: 509-335-4521 (v), Washington State TDD Relay Service: Voice Callers: 1-800-833-6384; TDD Callers: 1-800-833-6388, 509-335-1259(f), or hrs@wsu.edu.
