IT Support Technician 2

Computer Support Services (CSS) provides computer desktop and server support, configuration, deployment, software installation, and maintenance for all enterprise, CWU-owned endpoints. This position will assist the Service Desk team with tracking all incoming student technology requests received by email, and telephone, to ensure the appropriate assistance is received in a timely manner and effective resolutions of end user issues are achieved. Provides first tier (basic) support to all students with technical issues and provides immediate resolution of student related incidents when possible. The position will also hire, manage, and schedule Student Assistants for Student Tech Fee (STF) supported student labs. Responsible for processing timecards for student employees, developing training documentation and supervision of 15-20 Student Assistants. Position will also act as an advocate for Student Tech Fee Council (STFC) and attend all STFC meetings and be responsible for training new STFC members and providing historical data/perspective regarding previous Student Tech Fee projects.

All employees are expected to uphold and contribute to CWU’s vision, mission, and values, fostering a culture of student success and institutional excellence. This position directly affects the vision, mission, and values of Central Washington University by practicing and promoting responsible stewardship of our technology resources, creating a welcoming and supportive environment, and through sustainable procedures that ensure the economic health of the university., Student Tech Fee - Computer Lab Assistant Coordinator:

• Hiring, training, and scheduling of student employees (15-20) that are used to open, close, monitor and maintain 17 Student Tech Fee (STF) labs.
• Field usage requests, coordinating lab schedules in 25Live for teaching use and other usage. 25Live is the application CWU uses for scheduling labs and classrooms.
• Monitor the state of STF labs through student assistant reports, LabStats analysis and onsite evaluations.
• Utilize Power BI to develop lab usage metrics for hardware and software in Student Tech Fee supported labs.
• Oversee and direct the work of Computer Lab Assistant staff; serve as mentor, coach, and leader, and resolve complaints or issues
• Clearly define performance expectations, ensure accountability, and provide ongoing informal feedback, coaching, and mentoring. Conduct formal performance evaluations.
• Recognize and reward employees for good performance.
• Schedule employee work hours/shifts; monitor hours worked; approve payable time and absence requests.

• Encourage creativity and teamwork. Outcome:

• Recruit, train and supervise all CWU student Computer Lab Assistants. Ensure open Student Tech Fee labs are monitored, maintained and available for use during regular scheduled hours throughout the academic year.

Student Tech Fee Council Liaison:

• Serves as an advocate for the Student Tech Fee Council (STFC), will attend all STFC meetings.
• Schedule STFC meetings during the calendar year and assist with the recruitment of STFC members.
• Responsible for onboarding and training new STFC student/faculty members and providing historical data/perspective on previous Student Tech Fee projects.
• Present Student Tech Fee funding requests during STFC meetings.
• Schedule funding request presenters during STFC meetings.
• Submit requisitions for approved STFC funding requests in the financial module of the CWU Enterprise Resource Planning (ERP) database (MyCWU).
• Process STFC funding request approvals in the CWU budget site (CATPLAN) Oracle Database.
• Provide monthly budget reports for the STFC using the CWU ERP financial module. Share the information with the Associated Students of CWU (ASCWU).
• Document and post STFC meeting notes to CWU STFC website.

• Forecast STFC budget for the upcoming fiscal year in the CWU budget site. Outcome:

• Fulfill the role of Student Tech Fee liaison between CWU Information Services and the Student Tech Fee Council. Monitor, manage, report, forecast Student Tech Fee budget to members of the STFC, Associated Students of CWU and Information Services.

Track customer support requests:

• Utilize IT service management platform (TeamDynamix) to track customer support requests.
• Use ITIL principles to adhere to incident management and service request processes/procedures to create, review, categorize, and prioritize tickets.
• Serve as a customer service point of contact for the Information Services and Security (ISS) division, primarily focused on supporting technology issues impacting students.
• Use deductive reasoning to escalate incidents to the appropriate IS Department.
• Monitor general Service Desk email and voicemail queue for incoming student related incidents.

• Use knowledge of institutional information technology infrastructure, hardware, and applications to triage and escalate tier two/three issues to appropriate areas of expertise within the ISS division. Outcome:

• Ensure that anyone seeking assistance with a technology issue has (1) immediate response as possible to their respective issue(s), (2) received a resolution so they can proceed with their work without further disruption, (3) provide information, instruction, and resources to avoid similar issues in the future.

Resolve application and hardware issues impacting CWU students:

• Troubleshoot and resolve issues and questions related to software systems (Microsoft operating system and Mac operating system).
• Provide feedback and training on how to register personal technology devices on the CWU Residential Network (ResNet). CWU students use this network in Residence Halls and campus apartment complexes. Training will be provided during CWU Welcome Week and throughout the academic year.
• Provide first and second tier support for cloud hosted Microsoft Office (O365) applications including Outlook, Word, Excel, PowerPoint, Teams, etc.
• Troubleshoot and use diagnostic tools to identify and resolve common IT hardware, WEPA printing, and CWU student Wi-Fi connectivity issues.
• Support other critical applications utilized institution wide including the Peoplesoft portal, Zoom, Adobe, VPN connections, and various academic software solutions (Canvas and Panapto).

• Escalate calls to field technicians or tier three (expert) support as needed. Outcome:

• CWU user will be able to (1) successfully complete their required work, (2) has additional information to resolve other issues in the future, (3) understand and know how to access and utilize self-service tools

Support Wepa Cloud Printing Solution:

• Ensure all enrolled CWU students have access to the Wepa cloud printing solution utilized by CWU.
• Troubleshoot Wepa access issues encountered by current enrolled CWU students.
• Monitor and assist with maintaining the 20 Wepa print kiosks at the main CWU Ellensburg campus.
• Collaborate with Wepa to troubleshoot, repair and resolve any/all hardware issues on the Wepa print kiosks. Replace nonfunctional hardware components when necessary.
• Train Student Lab Assistants to load paper, change toner, and identify error codes on Wepa kiosks.
• Share Wepa kiosk usage reports with STFC and ASCWU.

• Create requisitions in the CWU ERP system to pay monthly Wepa usage. Outcome:

• Ensure that all currently enrolled students have printing capabilities via the Wepa Cloud Printing solution. Troubleshoot, collaborate, and repair malfunctioning print kiosks. Utilize CWU ERP system to generate requisitions to pay for Wepa usage. Service Desk Team Support:

• Act as part of the larger IS Service Desk Team.

• Interact with and support other team member in finding solutions for issue inquires.
• Share information via Teams Chat in real-time, assisting with research.

• Assist with de-escalation and safety backup if needed. Outcome:

• Making full use of the whole IS Service Desk team to provide the fastest possible response for the CWU community and back up to the IS Service Desk team.
• Perform other duties as assigned.

Do you have experience in Working with students?, Do you have a Bachelor’s degree?, * 2+ years’ Experience as a service desk technician or other IT customer support role

• Experience using MS Office software at a high functional level
• Experience using W10, W11 or web based remote support tools
• Demonstrated ability and/or experience working collaboratively with students and/or colleagues to foster a supportive and effective learning and work environment
• OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position

Preferred Qualifications

• Bachelor’s degree in computer science, Information Technology or related field
• Experience with multi-factor authentication applications, i.e. Azure MFA, Duo or other related MFA applications
• Experience using Team Dynamix or similar ticketing system
• Experience or interest in mentoring students from a variety of backgrounds
• Ability to incorporate a variety of perspectives and relevant societal issues into everyday conversations
• Demonstrated commitment to improving access to higher education for students through various activities

Competencies

• Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines, and work schedules.
• Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
• Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
• Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
• Commitment to Belonging: Values the uniqueness of every individual and fosters an environment where everyone feels respected and empowered to thrive., * A detailed cover letter clearly demonstrating how your education and experience: (a) meet the required (and, as applicable, preferred) qualifications, and (b) demonstrate the ability to perform the responsibilities as described by the posting

Pulled from the full job description

• Loan forgiveness
• Tuition reimbursement
• Health insurance
• Dental insurance
• Employee assistance program
• Disability insurance, Our investment in you begins the day you join our team, a healthy and successful future for you is important to us. We offer medical, dental, life and disability insurance, retirement and optional savings plans, tuition assistance for you and your dependents, discounts across town, an employee assistance program for individualized counseling, and a wellness incentive program. Learn more: Benefits, Perks, and Leave and Total Rewards Calculator., Salary: This position is based on the range 46 of the Washington State Classification Listing, which has a minimum annual salary of $49,428 and maximum annual salary of $66,372. 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.

Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch)

Working Conditions: Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records. Some evening or weekend work and/or occasional travel may be required.

Benefits: CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit Benefits, Perks, and Leave and Total Rewards Calculator.

Central Washington University is recruiting an IT Support Technician 2 to join our Computer Support Services team in Ellensburg, Washington. This role is an important member of our team as they enhance the vision for the University. The role is a campus-based position, which means you get to see the lives you are impacting. We’re offering a competitive salary plus the awesome CWU benefits., We are a team of individuals committed to Changing Students’ Lives. No matter what job, each of us plays a part in supporting and empowering our students to fulfill their dreams.

Working in higher education provides career growth and career choice. Think of a university campus like a mini city, operating across 380 acres. You’ll find diverse academics, libraries, athletics and sporting events, full service and quick serve dining, conferences and events from small to large, recreation centers, housing, health services, police and public safety for the campus population of ~8,300 students.

Central Washington University has been named a Fulbright U.S. Scholar Program Top Producing Institution for the 2022-2023 academic year. In addition, for seven out of eight years, CWU was a recipient of the prestigious Higher Education Excellence in Diversity (HEED) Award from INSIGHT Into Diversity magazine. RentCafe has also named CWU #13 of the Top 20 Best College Towns in the U.S. in 2025.

Come join us on our journey to encourage, inspire, and create spaces where all identities thrive on campus.

Tour our campus in Ellensburg here. www.youtube.com/watch?v=HjdhOegDa9A