IT Customer Support, Entry

Business Title: IT Customer Support, Entry

Employee Type: Classified

The Opportunity

As an IT Customer Support professional in an entry-level role, you will function as part of the Administrative Services Information Systems (ASIS) Customer Service team, supporting units within the Division of Student Affairs. In this position, you will play a key role in meeting the technology needs of Student Affairs staff who serve Washington State University (WSU) students statewide. You will work under close supervision to prioritize tasks, perform problem-solving and troubleshooting, and make decisions within established guidelines. You will consult with customers about their technology needs and collaborate with team members when necessary to recommend solutions. You will identify and implement the best solution for each request based on established technical standards within the unit, and when a standard does not exist, you will evaluate available options to determine the most effective solution. If you are unable to resolve an issue independently or if a request exceeds your scope of work, you will escalate it to the appropriate level of authority.

Additional Information

This is a full-time (100% FTE), permanent position. Overtime eligibility will be determined based on final salary placement.

Monthly Salary: $5,249 to $7,062 | Range 01IT Steps A - M

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, optional supplemental retirement accounts; training and development; and employee tuition waiver.

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.
• Must have, or be able to obtain by time of hire, a valid driver's license and meet requirements in accordance with SPPM 7.10 and departmental driving standards.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Familiar with managing endpoints utilizing tools such as System Center Configuration Manager (SCCM), Microsoft Deployment Toolkit (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.

Position Sponsorship Eligibility: Not eligible for work visa sponsorship

Location: Pullman, WA

This position is fully in-person.

Application Instructions

Applicants must upload the following required documents to their online application: 1) Resume 2) Cover Letter