IT Customer Support - Entry

Employer
Washington State University
Location
Pullman, WA

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Administrative Jobs
Institutional & Business Affairs, Clerical & Administrative Support

Job Details

Employment Type: Full-time
Posted data: 2021-07-29
Req: R-1950

Title:

482CS-YN - IT Customer Support - Entry

Business Title:

IT Customer Support - Entry

Location:

Employee Type:

Classified

Job Family:

Civil Service - OT Eligible

Position Details:

Summary of Duties:

Under general supervision from the Information Systems Manager, this position, in support of information systems and users, performs general and technical support troubleshooting, programming, installation, systems maintenance and/or systems support. Diagnoses and resolves problems on computer or telecommunication software and/or hardware, or applications running in stand- alone, client/server, web-based, and/or networked environments. Consults with project teams to deploy collaborative IT solutions for research studies; provides design recommendations and enhancements. Collaborates with the IS Manager to ensure security of the institute’s data and systems.

Essential Job Duties

Tier 2 User Support - 45%

  • Provides general and technical support and maintenance including monitoring and troubleshooting clients, answering questions, investigating system-wide issues, modifying programs and processes, making operational enhancements, etc., to end-users of software products.
  • Determines hardware and software requirements based on end user or project need.
  • Procures hardware and software to fulfill these requirements, as needed.
  • Works in a tertiary support role for project staff external to WSU that collaborate on IREACH projects.
  • Analyzes and assists faculty and staff on how to apply software solutions to their specific research needs.

Service Support - 35%

  • Troubleshoots IT services in collaboration with IT Director. Determines whether they are internal and administered by IREACH IT team or external to team.
  • Communicates issues to service owner and IREACH end users.
  • Performs server administration functions to include backup and recovery, user management, capacity planning, security and upgrade patching in accordance with configuration and change management processes and protocols.
  • Resolves or escalates system failures in collaboration with IT Director.
  • Administers the backend maintenance of enterprise systems such as SharePoint, System Center Configuration Manager and System Center Operations Manager, department-specific database/systems, and departmental asset inventory system.

Training and Documentation - 15%

  • Creates documentation and provides trainings for IT applications and services.
  • Creates documentation for end-users on IREACH IT services and WSU IT at large.
  • Creates and revises operational documentation for Tier 1 support team in collaboration with IT Director.
  • Creates diagrams describing IREACH IT infrastructure.

Other - 5%

  • Other duties as assigned.


Required Qualifications:

  • Associates degree in Information Technology, Network Administration, or related technology field and 3 years of Information Technology experience; OR equivalent education/experience.
  • Knowledge of the Microsoft Office Suite (including Visio) and Office 365.
  • Knowledge of Virus and Spyware identification and removal techniques.
  • Ability to support iOS and Droid mobile devices and tablets.
  • Ability to work occasional evenings and weekends.
  • Ability to support end-users within our organization as well as external users with whom we collaborate.
  • Ability to identify whether you can resolve issues independently or escalate when needed.
  • Ability to lift over 50 lbs.
  • Valid driver’s license by date of hire.


Preferred Qualifications:

  • Experience with Microsoft Active Directory and Group Policy.
  • Experience with Microsoft System Center Configuration Manager and System Center Operations Manager.
  • Experience with SharePoint 2013 or above.
  • Experience with WordPress or other Content Management Systems.
  • Experience creating technical documentation. Knowledge of Microsoft imaging concepts.

Additional Information:

Department Name: Institute for Research and Education to Advance Community Health
City, State, Zip: Seattle, WA 98101
Department Link: https://ireach.wsu.edu/
FTE: 100%
Position Type: Permanent
Screening Begin Date: August 9, 2021
Background Check: This position has been designated by the department to require a background check.
Application Instructions: Applicants must attach 1) resume/CV 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: Resume/CV and Cover Letter

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.

Organization

Working at Washington State University

Founded as the people’s university, WSU embraces its land-grant heritage, seeking to transform lives through education, research, and community engagement and service. The University has been delivering life-changing knowledge and discoveries to the state, region, nation, and the world for nearly 130 years. WSU enjoys productive partnerships with major industries in the state, including agribusiness, aerospace, health care, software, technology, and construction. The colleges at WSU Health Sciences Spokane have formed robust partnerships across the state of Washington, both with large medical centers and hospitals, as well as a variety of rural and community hospitals and clinics.

WSU is Washington’s land-grant university with campuses located statewide in Everett, Pullman, Spokane, Tri-Cities, Vancouver, and online through the Global Campus. WSU also has research centers located throughout the state and extension offices in every county. Learn about WSU’s statewide reach.

WSU employees promote academic excellence and innovative research with nationally recognized academic programs, renowned professors, students who make a difference, and vibrant communities.

WSU offers staff and faculty a comprehensive benefits package as well as professional development and a host of work/life quality programs. Explore WSU’s benefits.

Review the application instructions for instructions and tips on using the WSU Jobs site and applying for jobs at WSU.

WSU is Washington’s land-grant university with campuses located statewide in Everett, Pullman, Spokane, Tri-Cities, Vancouver, and online through the Global Campus. WSU also has research centers located throughout the state and extension offices in every county. Learn about WSU’s statewide reach.

WSU employees promote academic excellence and innovative research with nationally recognized academic programs, renowned professors, students who make a difference, and vibrant communities.

WSU offers staff and faculty a comprehensive benefits package as well as professional development and a host of work/life quality programs. Explore WSU’s benefits.

Review the application instructions for instructions and tips on using the WSU Jobs site and applying for jobs at WSU.

Diversity Profile: Washington State University

As a land-grant institution, diversity, equity, and inclusion serve as core values and beliefs of Washington State University (WSU). At the university, college, or department level, WSU is committed to fostering open, proactive dialogue to create a more inclusive culture at all its locations including the five physical campuses and its online Global Campus, as well as its 39 Extension offices, four research centers, and 25 small business development centers.

Core Belief

WSU is committed to achieving an ethical and socially just society for all. Instituting social change on a large scale begins at home with system-level policies that actively promote equity. The University is committed to diversity, equity, and inclusion throughout every aspect of its statewide system. We strive to create a climate that enables underrepresented students, faculty, and staff to thrive in communities that foster a sense of belonging in a culture of inclusion. The ultimate goal? Creation of institutional culture in which inclusion and equity are the norms, a model that helps move the world toward a place in which all people are treated with dignity and respect.

Core Value

Equity, diversity, inclusion, and belonging. Promotion of an ethical and socially just society through an intentional commitment to equity, diversity, and inclusion.

WSU’s core ideology can be found in its System Strategic Plan. 

WSU’s Student Body

WSU's student body statewide is ethnically diverse: 31 percent of our students are underrepresented minorities, and first-generation students represent nearly 33 percent of the total enrollment. About 15 percent of WSU students hail from outside the state of Washington and about 7 percent are international students. System-wide enrollment reached a record 31,607 students in fall 2019.

Associate Vice Provost for Inclusive Excellence Recently Announced

Dr. Lisa Guerrero was recently named associate vice provost for inclusive excellence. Guerrero has been an active advocate for diversity and inclusion since joining the WSU faculty in 2004. She is currently a professor of Comparative Ethnic Studies in WSU’s School of Languages, Cultures, and Race. She will maintain her faculty position, while serving as associate vice provost in a half-time appointment.

Dr. Guerrero will provide leadership to academic affairs in implementing WSU’s commitment to equity, diversity, and inclusion. She will help to identify and implement best practices and evidence-based approaches in faculty hiring, tenure and promotion, research support, faculty retention, teaching and mentoring, and curriculum planning. One of her first areas of responsibility will be to oversee the Racism and Social Inequality in the Americas faculty cluster hire program for Fall 2021.

Representative Affinity Groups

Representative affinity groups within the Washington State University system include the following:

WSU Resources and Offices

WSU Human Resource Services supports a climate of integrity and equity that actively reflects open, respectful dialog. Additional resources are available on the Human Resource Services website.

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