Job Information
Central Washington University IT Support Technician 2 in Ellensburg, Washington
Job Summary Central Washington University is recruiting a IT Support Technician 2 to join our Computer Support Services team in Ellensburg, Washington. This role is an important member of our team as they provide a vital technology support role for the University. The role is a campus-based position, which means you get to see the lives you are impacting. We're offering a salary, depending on experience, from $46,596 - $62,568 annually plus the awesome CWU benefits. Who we are: We are a team of individuals committed to Changing Students' Lives. No matter what job, each of us plays a part in supporting and empowering our students to fulfill their dreams. Working in higher education provides career growth and career choice. Think of a university campus like a mini city, operating across 380 acres. You'll find diverse academics, libraries, athletics and sporting events, full service and quick serve dining, conferences and events from small to large, recreation centers, housing, health services, police and public safety for the campus population of 10,000 students. Central Washington University has been named a Fulbright U.S. Scholar Program Top Producing Institution for the 2022-2023 academic year. In addition, for the seventh time in eight years, CWU is a recipient of the prestigious Higher Education Excellence in Diversity (HEED) Award from INSIGHT Into Diversity magazine. Come join us on our journey to encourage, inspire, and create spaces where all identities thrive on campus. Tour our campus in Ellensburg here. What we offer: Our investment in you begins the day you join our team, a healthy and successful future for you is important to us. We offer medical, dental, life and disability insurance, retirement and optional savings plans, tuition assistance for you and your dependents, discounts across town, an employee assistance program for individualized counseling, and a wellness incentive program. Learn more: Benefits, Perks, and Leave. The Role: Computer Support Services (CSS) provides computer desktop and server support, configuration, deployment, software installation, and maintenance for all enterprise, CWU-owned endpoints. This position will assist the Service Desk team with tracking all incoming student technology requests received by email, and telephone, to ensure the appropriate assistance is received in a timely manner and effective resolutions of end user issues are achieved. Provides first tier (basic) support to all students with technical issues and provides immediate resolution of student related incidents when possible. The position will also hire, manage, and schedule Student Assistants for Student Tech Fee (STF) supported student labs. Responsible for processing timecards for student employees, developing training documentation and supervision of 15-20 Student Assistants. Position will also act as an advocate for Student Tech Fee Council (STFC) and attend all STFC meetings and be responsible for training new STFC members and providing historical data/perspective regarding previous Student Tech Fee projects. All employees are expected to support CWU's commitment to diversity and to bring and support inclusion into the university environment. Job Duties Track customer support requests: - Utilize IT service management platform (TeamDynamix) to track customer support requests. - Use ITIL principles to adhere to incident management and service request processes/procedures to create, review, categorize, and prioritize tickets. - Serve as a customer service point of contact for the Information Services and Security (ISS) division, primarily focused on supporting technology issues impacting students. - Use deductive reasoning to escalate incidents to the appropriate IS Department. - Monitor general Service Desk email and voicemail queue for incoming student related incidents. - Use knowledge of