Available Title(s):
482CS-YN_CS_NPS – IT Customer Support – Entry
Business Title:
IT Customer Support – Entry
Employee Type:
Classified
Time Type:
Full time
Position Term:
12 Month
Position Details:
Summary of Duties:
Position functions as part of the Administrative Services Information Systems (ASIS) Customer Service team in support of units within the Division of Student Affairs. This position serves a key role in supporting the technology needs of Student Affairs staff who serve WSU students statewide.
Works under close supervision for prioritizing work performed, performing problem solving/troubleshooting and making decisions within established limits. Consults with customers regarding technology needs and collaborates with other team members, when necessary, to make solution recommendations.
This position identifies and implements the best solution to the presenting request based on established technical standards within the unit. If a technical standard does not exist, this position will evaluate options to determine the best possible solution. The position will escalate to the next level of authority if they are unable to find a viable solution on their own, or if the presenting request/problem exceeds their scope of work.
Required Qualifications:
Requires a minimum of five years of functional progressive work experience supporting customers and endpoint devices in a professional setting and/or relevant education. Up to four years of education may be substituted for years of experience on a one-to-one basis.
Possession of, or ability to obtain by time of hire, a valid driver’s license.
Excellent verbal and written communication skills.
Preferred Qualifications:
Familiar with managing endpoints utilizing tools such as SCCM, MDT, InTune and/or other endpoint management tools.
Experience with Microsoft Active Directory and Group Policy management. Experience providing support to remote users and endpoints.
Experience working with an online help desk ticketing system.
Additional Information:
Area/College:
Student Affairs
Department Name:
Administrative Services Information Systems
City, State, Zip:
Pullman, WA 99164
Department Link:
Monthly Salary:
Range 01IT | $4,758.00 to $6,400.00 (Steps A – M) | Successful candidates typically begin at the beginning of the salary range and receive scheduled salary increment increases in accordance with WAC 357-28.
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 and optional supplemental retirement accounts.
For a more detailed summary of benefits offered by WSU for classified staff visit: https://hrs.wsu.edu/wp-content/uploads/2023/01/2023-Benefit-Overview-for-Civil-Service.pdf.
Find total compensation here: https://hrs.wsu.edu/managers/recruitment-toolkit/total-compensation/.
FTE:
100%
This is a Permanent position.
Posting Close Date:
Applicants must submit their completed application by Monday, July 3, 2023 at 11:59 p.m.
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.
Application Instructions:
All applicants must upload a cover letter and resume/cv to their online application. Application materials should clearly communicate how the applicant meets all required qualifications.
External candidates, please upload all documents in the “Resume/CV” section of your application. Internal candidates, please upload all documents in the “Resume/Cover Letter” section of your application.
Documents may be submitted in one file or separate files.
Applicants are encouraged to upload as a PDF if possible.
Applicants will be requested to provide contact information for professional references within the online application.
Required Documents:
Resume
Cover Letter
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 [email protected].
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