IT Customer Support - Entry

Reporting to the Information Systems Manager, the IT Customer Support - Entry position provides the following for the Office of Research and its support units: Troubleshoot and maintain computing systems, network components, printers, and peripheral hardware; Implement emergency fixes and support application operations; Diagnose, repair, upgrade, and re-image laptops, workstations, printers, photocopiers, and other communication devices or system peripherals for Office of Research personnel; Research and evaluate new desktop, network, and infrastructure solutions and provide informed recommendations to Office of Research departments; Maintain and audit operating instructions and knowledge resources across Confluence, Workday, and other related platforms, and create accurate software and hardware documentation to support ongoing operations.

This position will be the primary point of contact for incoming tickets/issues in our reporting system, Jira. They will be responsible for documenting all technical work, troubleshooting steps, and resolutions or escalating support to the Information Systems Manager while communicating clear, user-friendly explanations of technical issues and solutions to end users with varying levels of technical proficiency.

The IT Customer Support - Entry position will assist the Information Systems Manager in tracking and managing software and hardware inventories, as well as reviewing, updating, and authoring standard operating procedures (SOPs) as technologies evolve. Additionally, process and document surplus equipment requests for the Office of Research in accordance with established guidelines.

Summary of Duties: 50% - End User computing and network support

30% - Area hardware maintenance and support

10% - Documentation and Reporting

5% - Data and System Security

5% - Other duties as assigned, 2) Cover Letter

• External candidates, upload all documents in the "Application Document" section of your application.
• Current WSU Employees (internal candidates), before starting your Workday application, please use these instructions to update your education and experience in your worker profile in Workday. Internal candidates, upload all documents in the "Resume/Cover Letter" section of your application.
• Documents may be submitted as one file or separate files. Applicants are encouraged to upload as a PDF, if possible.
• Reference contact information will be requested later in the recruitment process through Workday.

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., Inquiries about the application of federal and state laws and regulations (including inquiries regarding the application of Title IX, ADA/Section 504, and implementing regulations), as well as reports and complaints of discrimination and harassment, can be made verbally or in writing to WSU's Compliance and Civil Rights, the Department of Education's Office of Civil Rights, or both.

• A Bachelor's degree in a field relevant to information technology and three years of professional experience. Any combination of relevant education and experience totaling seven (7) years will satisfy this requirement.
• Demonstrated work experience supporting, troubleshooting, configuring, installing, and using a wide variety of computer systems, website technologies, and operating systems in a networked environment.
• Proficiency in Windows and MacOS operating systems, deployment, and configuration.
• Familiarity with scripting languages.
• Proven ability to maintain positive user relationships and manage expectations during troubleshooting.
• Strong interpersonal skills to communicate complex technical concepts clearly to non-technical users.
• Commitment to maintaining confidentiality and adhering to security protocols., * Customer service experience in a corporate, education or retail environment.
• Experience with enterprise tools for workstation management (e.g., SCCM, Intune, Active Directory, Group Policy, or similar)
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP) and troubleshooting connectivity issues.
• Ability to concentrate and work with many distractions and frequent interruptions under stressful conditions.
• Ability to independently resolve user support requests using established procedures and technical judgment.
• Skill in developing and documenting technical processes to improve efficiency.
• Ability to prioritize tasks based on severity and impact.

This is a full time (100% FTE), permanent position. This position is overtime eligible.

Monthly Salary:

$5,249 to $7,062 | Range #01IT (Steps: A-M) | Successful candidates are typically hired at the beginning of the salary range and receive scheduled salary increment increases in accordance with WAC 357-28.

In accordance with RCW 49.58.110, the above salary reflects the full salary range for this position. Individual placement within the range is based on the candidate's current experience, education, skills, and abilities related to the position., 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, optional supplemental retirement accounts; training and development; and employee tuition waiver. For additional information, please review the detailed Summary of Benefits offered by WSU for Classified staff and Total Compensation.