Job Information
Washington State University IT Customer Support - Entry in Spokane, Washington
IT Customer Support - Entry
Available Title(s):
482CS-YNCSNPS - 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:
Positions perform entry level work that involves the planning and delivery of customer support services, including installation, configuration, troubleshooting, and customer assistance for customer technology. For example: desktop computers, phone, laptops, email accounts, and video conferencing.
Under general supervision, provide intermediate computer troubleshooting and resolve all problem requests received via the Spokane Campus Technical Support Center (TSC).
Install, configure, maintain, and troubleshoot end-user software, hardware, and operating systems. Provide training on use of hardware and software to customers. Provide technical assistance to faculty, staff, and students.
Provides technical assistance to student lab and help desk technicians.
Essential Duties:
• Customer Computer and Software Support - 60%
• Application Technical Support - 20%
• Customer Training and Professional Development - 15%
• Other - 5%
Required Qualifications:
Associate's degree in Information Technology, Computer Science, related field, or equivalent education and/or relevant experience.
Two years of information technology experience such as providing customer or technical support in information technology disciplines; telecommunications; consulting, analyzing, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment.
Advanced knowledge and experience using Microsoft Visio and Office products; learning management systems; Tegrity, PanOpto, or similar classroom capture technology. Experience analyzing, installing, maintaining computer software applications, hardware, or telecommunications or network infra-structure equipment, or providing customer or technical support in information technology.
Experience troubleshooting and resolving network issues in a TECP/Ip based Local Area Network (LAN) and Wireless LAN environments.
Advanced knowledge and experience diagnosing and resolving technical issues on PC and Mac systems.
Experience with desktop computer PC and Mac. 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.
Working knowledge with IT help desk/customer service software applications.
Excellent customer service experience.
Must have, or be able to obtain at time of hire, a valid, unrestricted driver's license.
Ability to work a flexible schedule, which may include evenings and weekends.
Preferred Qualifications:
Previous experience working in a higher education setting that includes the use of TCP/IP tools.
Experience operating videoconferencing solutions (Zoom, Polycom, Tandberg, or similar).
Additional Information:
Area/College: WSU Spokane
Department Name: Information Technology Services