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IT Customer Support

Job description

Employment Type: Full-time
Posted data: 2021-06-03
Req: R-1385


482CS-YN - IT Customer Support - Entry

Business Title:

IT Customer Support


Employee Type:


Job Family:

Civil Service - OT Eligible

Position Details:

Summary of Duties:

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. Provide system management and administration to enterprise digital media systems across departments/units on the Spokane campus and associated programs on the other campuses and remote destinations in support of faculty, staff, and students. Provides technical assistance to student lab and help desk technicians.

Essential Duties:

Customer Computer and Software Support | 40%

  • Respond to telephone calls, emails, web tickets, and in-person requests to support customer technology. Obtain concise problem information for providing technical advice and guidance to assist in resolution of the problem.
  • Troubleshoot and resolve hardware, software, and network problems, consulting with vendors as needed. Interface directly with customers and keep them apprised of support delays and expected time-to-resolution.
  • Responsible for independently troubleshooting and resolving complex (Tier 2 and higher) technical problems. May assist lower level staff in resolving less complex issues.
  • Maintain timely and accurate records of all required troubleshooting information using the technical support tracking and management software.
  • Install, configure, and support hardware devices such as desktop computers, VDI, laptops, printers, scanners, and mobile devices; install and support campus software.
  • Serves as technical expert for Apple hardware and software.
  • Deploy images for Windows and Mac desktop and laptop computers.
  • Collaborate with Network and Telecommunications groups to troubleshoot network access issues based on predetermined procedures.
  • Process surplus of old equipment as necessary, update inventory records. Serve on project teams as required.

Application Technical Support | 40%

  • Support, manage, and provide complex problem resolution for applications such as but not limited to; SharePoint, Office 365, business systems (finance, point of sale, scheduling, imaging, HR, etc.), and other systems and applications that are specific to the needs of the department.
  • Monitor application performance and provide performance report information to management upon request.
  • Assist in application configuration and functionality. Provide consulting for content structure and design.

Customer Training and Professional Development | 15%

  • Provide new employee technology orientation.
  • Instruct customers one-on-one and in groups on effective use of software and equipment.
  • Train and assist employees that need to learn how to operate and fully utilize new software, applications, and technical materials.
  • Develop end-user training materials.
  • Continually develop and enhance job-related knowledge and ability.

Other | 5%

  • Perform other related work as required or requested.
  • Research new and emerging technologies that could be utilized by all departments on campus. Make recommendations to supervisor.


  • 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 Health Sciences Spokane
Department Name: Information Technology Services
City, State, Zip: Spokane, WA 99202
Department Link: https://spokane.wsu.edu/its/

Monthly Salary: $4,608.00
FTE: 100%
Permanent/Temporary/Project: Permanent
Posting Close Date: Applicants must submit their completed application by June 17, 2021 at 11:59 p.m.
Screening Begin Date: June 18, 2021
Background Check: This position has been designated by the department to require a background check.
Application Instructions: Applicants must attach 1) resume and 2) cover letter to their online application. Application materials should clearly communicate how the applicant meets all required qualifications and additional requirements. Applicants are required to include contact information for professional references within the application.
Required Documents: Cover Letter and Resume

Time Type:

Full time

Position Term:

12 Month

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.




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Job No:
Posted: 6/5/2021
Application Due: 6/19/2021
Work Type: Full Time