• Job Description

  Req#: R-12217

  Online applications must be received before 12:00am on:

  August 26, 2024

  If a date is not listed above, review the Applicant Instructions below for more details.

  Available Title(s):

  482CS-YN_CS_NPS - IT Customer Support - Entry

  Business Title:

  IT Customer Support - Entry

  Employee Type:

  Classified

  Position Details:

  Summary of Duties:

  This position will autonomously install, configure, maintain, and troubleshoot technological systems within the general university and specialized departmental classrooms at the Pullman campus, which are under the direction of the WSU Provost, Pullman Chancellor, and the General University Classroom Committee. This role requires a proactive approach to resolving technology-related inquiries received through various channels, including a ticketing system, direct walk-ins, phone calls, and electronic communication from faculty, staff, and students. Key Responsibilities include diagnosing and resolving technical issues involving end-user software, hardware, and operating systems to ensure seamless integration with classroom systems. Conducting comprehensive training sessions on the utilization of classroom technology hardware and software for faculty, staff, and students, enhancing the educational experience through effective use of technology.

  
  Required Qualifications:

  • A bachelor’s degree in a related technology field AND zero to three (0-3) years of professional experience. Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

  • Must have or be able to obtain a valid driver’s license prior to hire.

  • Experience with operating and troubleshooting desktop computers (PC and Mac) and related components. – 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.

  • Excellent customer service skills.

  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

  
  Preferred Qualifications:

  • Advanced knowledge and experience troubleshooting classroom systems.

  • Experience analyzing, installing, maintaining university classrooms including all of the following: software, hardware, telecommunications or network infrastructure equipment, and providing customer or technical support in these spaces.

  • Experience troubleshooting and resolving network issues in a TCP/IP based Local Area Network (LAN) and Wireless LAN environments.

  • Advanced knowledge and experience diagnosing and resolving technical issues on PC and Mac systems.

  • Working knowledge with IT help desk/customer service software applications.

  • Relevant industry standard certification(s).

  • Previous experience working in a higher education setting the includes the use of and troubleshooting classroom.

  Additional Information:

  Area/College:

  Information Technology Services
  

  Department Name:

  Pullman Integrated Academic Technologies
  

  City, State, Zip:

  Pullman, WA 99164
  

  Department Link:

  https://its.wsu.edu/piat/
  

  Monthly Salary:

  $5,096.00 to $6,856.00 | Range IT1 (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/2024/01/2024-Benefit-Overview-for-Civil-Service.pdf.

  Find total compensation here: 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, August 25th, 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 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:

  Applicants must upload all required documents listed below 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. Please verify your education and career experience is updated in Workday: https://jira.esg.wsu.edu/servicedesk/customer/kb/view/263393319

  • All documents must be attached before submitting the application. The application cannot be edited once submitted.

  • 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

  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.

  Notice of Non-Discrimination

  WSU prohibits sex discrimination in any education program or activity that it operates complaint with Title IX. Inquiries regarding Title IX and reports of sex discrimination can be directed to the WSU Title IX Coordinator. More information on WSU’s policies and procedures to respond to discrimination and harassment are available here: Nondiscrimination statement.

• About the company

  Washington State University is a public land-grant research university in Pullman, Washington.

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