IT Customer Support - Journey
Available Title(s):
483CS-NN_CS_NPS - IT Customer Support - Journey
Business Title:
IT Customer Support - Journey
Employee Type:
Classified
Time Type:
Full time
Position Term:
12 Month
Position Details:
The Opportunity:
The Carson College of Business, Office of Technology team seeks a skilled team member to provide the highest level of customer service and service desk expertise to support, administer, and maintain business operations.
Reporting to the Associate Director - IT Services, you will be responsible for identifying, planning, coordinating, and implementing small to moderate sized projects that include the installation of systems, hardware, software, application interfaces, or applications. You will resolve installation problems and create supporting processing environments (sandbox, prototype and production complex).
Your responsibilities also include making day-to-day decisions regarding applications, systems support, and documenting escalated service requests. You will also assesses training needs, determines training approaches, develops training materials and instructs both end users and computer support staff.
The successful candidate will be a self-starter who takes initiative, prioritizes a high volume of tasks, is a proven problem solver with methodical troubleshooting skills, and solves problems with minimal guidance.
The position may be on-call to respond to system issues outside of normal business hours.
Required Qualifications:
• A bachelor's degree in a related technology field and three (3) years related professional experience. Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.
• Demonstrated exceptional customer service skills.
• Experience using both written and verbal communication with customers that do not have a technical background.
• Experience working in a service desk environment.
• Experience managing Active Directory resources, users, security groups and/or distributions lists.
• Experience troubleshooting hardware and software on a variety of devices such as laptops, desktops, tablets and cell phones.
• Demonstrated ability to prioritize and manage complex service requests to provide excellent customer support while meeting critical deadlines.
• Demonstrated experience creating both technical and end user facing documentation and training material.
• Demonstrated knowledge of Windows, MacOS and Linux operating systems
Preferred Qualifications:
• Experience working with service desk request tracking systems
• Experience with service desk management tools, scripting, and imaging software
• Experience planning, executing, and delivering projects in a deadline driven environment with IT teams
• Experience managing, tracking, and auditing internal resources and equipment distribution
• Experience working with Microsoft SharePoint
• Knowledge of ITIL/ITSM best practices
• IT or project management industry certifications
Additional Information:
Area/College: Carson College of Business
Department Name: CCB Office of Technology
City, State, Zip: Pullman, WA 99163
Department Link: https://business.wsu.edu/ and https://business.wsu.edu/about-carson/technology-support /
Monthly Salary: Range 3IT | $5,719 to $7,695 (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.
Benefits: 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 additional information, please review the https://hrs.wsu.edu/wp-content/uploads/2024/01/2024-Benefit-Overview-for-Civil-Service.pdf and https://hrs.wsu.edu/managers/recruitment-toolkit/total-compensation/
Overtime Eligibility: This position is overtime eligible.
FTE: 100%
This is a permanent position.
Posting Close Date: Applicants must submit their completed application by Sunday, June 2, 2024 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 https://app.leg.wa.gov/rcw/default.aspx?cite=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: Applicants must upload the following required documents to their online 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. Application materials should clearly communicate how the applicant meets all required qualifications and additional requirements.
• 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.
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 https://hrs@wsu.edu .
To apply, visit https://apptrkr.com/5243553
Washington State University is an Equal Opportunity/Affirmative Action Educator and Employer.
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