IT Customer Support - Journey

The Service Desk department, within the division of Information Services (IS), provides first line of contact services and triage for any technology issues for CWU Students, Faculty, Staff, Alumni, Guests, and Contractors. The department consists of a Service Desk Manager and three Service Desk Agent positions, including this one, who report to the Director of Customer Experience. The Director of Customer Experience reports to the Associate Vice President of Information Services and Security. All employees are expected to uphold and contribute to CWU’s vision, mission, and values, fostering a culture of student success and institutional excellence., * Track customer support requests Task: Utilize IT service management platform (TeamDynamix) to track customer support requests. Serve as a customer service point of contact for the Information Services and Security division. Use deductive reasoning to escalate incidents to the appropriate IS division via the TeamDynamix ticketing system. Monitor general Service Desk email and voicemail queue for incoming incidents and be available for walk-up requests. Use knowledge of institutional information technology infrastructure, hardware, and applications to triage and escalate issues to appropriate areas of expertise within the IS division.

• Troubleshoot and resolve account access: Use knowledge of and experience with account reporting and security access tools. Maintain FERPA security by verifying the identities of users before assisting users. Identify and resolve login issues. Utilize Microsoft Entra ID tools to diagnose and resolve Multi-Factor Authentication (MFA) issues which prevent users from accessing single sign on applications. Use Splunk, Service Desk (SD) Tools, and Active Directory to investigate password authentication and reset issues. Use Active Directory to add users to groups within the domain, which enables access to resources such as VPN, Virtual Desktop Infrastructure (VDI) lab groups, shared email accounts, etc. Complete password resets. Assist with setting up and verifying multifactor authentication connected to CWU accounts. Provide login data if needed.
• Troubleshoot and resolve CWU application and hardware: Use knowledge of and experience with CWU applications, including Office 365 Suite, PeopleSoft, Azure, VPN, remote access tools, etc. Troubleshoot and use diagnostic tools to identify and resolve common IT hardware, printing, and telephony issues. Support other critical applications utilized institution wide including, but not limited to, the PeopleSoft portal, Zoom, VPN connections, and various academic software solutions (Canvas, Panopto, Adobe Creative Cloud). Use deductive reasoning and appropriate troubleshooting tools in identifying and resolving any issues the CWU Community member has accessing or using the application. Use deductive reasoning to escalate incidents to the appropriate IS division via the TeamDynamix ticketing system.
• Diagnose and resolve wireless issues: Address wireless connection issues for multiple types of hardware i.e., Android phones, iPhones, iPads, personal computer laptops (PC and Mac), Chromebooks, Microsoft Surfaces, etc. Troubleshoot and assist students connecting personal devices to the CWU residential wired and wireless networks. Troubleshoot registration issues with game consoles, computers, Roku devices, smart TVs, etc. Provide troubleshooting for modem issues such as connection or speed issues, in residential apartments. Escalate calls to wireless technicians as needed.
• Escalate most complex information technology (IT) issues to appropriate IS areas of expertise: Gather pertinent IT issue and user data. Determine, using detailed knowledge of the CWU IS system, which branch of IS is the appropriate area of expertise to address the specific IT issue. Identify the urgency of the need by its impact on the larger CWU community. Communicate any extremely urgent items, through Teams chat, directly to department heads for immediate response.
• Documentation of Support Provided: Learn and accurately use the CWU Information Services ticketing system, Team Dynamix (TD). Create documentation of the service(s) provided to CWU users. Indicate the service outcome. Document the time needed to provide completed service.
• Creating and updating CWU Training and Troubleshooting Articles - Maintain CWU web-based technical how-to documentation to provide 24/7 assistance with known IT issues. Draft new knowledge base articles. Edit, update or archive existing articles.
• User contact for CWU Information Services system rollout: Keep informed on all IS updates and rollouts with the potential to result in an impact on the CWU community users. Identify the appropriate protocol for troubleshooting and issue reporting. Provide first point of contact for any issues arising from Information Services system updates, outages, transitions, or implementations
• Service Desk Team Support: Act as part of the larger IS Service Desk Team. Interact with and support other team members in finding solutions for issue inquiries. Share information via Team Chat in real-time, assisting with research. Assist with de-escalation and safety backup if needed.
• Continual System Monitoring and Education: Continually research CWU existing applications and systems to stay up to date on current resolution techniques. Regularly monitor application sites that provide information on website outages to provide accurate information to the CWU community about issues that will impact their work.
• Connect customers to desired contact: Provide directory and general information service concerning all aspects of CWU to students, faculty, staff, and members of the public.

• Four years of progressively responsible professional experience as a service desk technician or other customer support role and/or a bachelor’s degree in computer science, information technology administrative management, or related field.
• Experience supporting Windows and Mac operating systems.
• Experience using 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 education and/or experience which demonstrates the ability to perform the position’s essential functions.

Preferred Qualifications

• Familiarity with Azure AD/Intune Management tools.
• Experience working in an academic support environment.
• Experience working collaboratively as part of team.
• Experience using Team Dynamix or similar ticketing system.
• ITIL v.3 Certification.
• Experience or interest in mentoring students from a variety of backgrounds.
• 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

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 03IT of the Washington State Classification Listing, which has a minimum annual salary of $74,268 and maximum annual salary of $99,924. 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.

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 a IT Customer Support - Journey to join our Service Desk 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 robust 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