Customer Support Entry (Instructional Technology Entry)

Title:

482CS-YN - IT Customer Support - Entry

Business Title:

Customer Support Entry (Instructional Technology Entry)

Additional Titles:

Location:

WSU SPOKANE CAMPUS

Employee Type:

Classified

Job Family:

Civil Service - OT Eligible

Position Details:

Summary of Duties:

This position performs entry level support of general university classrooms planning and coordination, operation, troubleshooting of hardware systems environment and work that involves the documentation, and support of new or existing applications software. This position will assist the Instructional Technology Lead position in supporting of customers to identify and analyze multimedia and system needs; provide technical support and respond to and escalate trouble reports from classroom technology customers; monitor multimedia and system components; and escalate higher level problems.
 

Under general supervision, provide intermediate general use classroom troubleshooting and resolve all problem requests received via the Spokane Campus Classroom Support ticketing system; support customers on the use of multimedia systems, hardware and/or software.

Essential Duties:

• Customer Support - 35%
• Troubleshooting/Maintenance - 35%
• Instructional/Videoconference Support - 15%
• Training and Documentation - 10%
• Other - 5%

Required Qualifications:

· Associates Degree in information technology, computer Science, or related field, AND 2 years of professional information technology experience. Equivalent education or experience may be substituted on a year for year basis.

· Knowledge and experience using Microsoft Office products

· Experience in providing customer or technical support in information and/or instructional technology.

· Ability to occasionally work flexible schedule, including evenings and weekends.

· Demonstrated experience working in a technical helpdesk setting and providing customer service.

· Demonstrated outstanding communication and interpersonal skills.
· Demonstrated ability to multi-task with great attention to detail.

· Demonstrated ability to work in a team environment.

· Possession of a valid driver’s license.

Preferred Qualifications:

· Experience in telecommunications; consulting, analyzing, installing and/or maintaining computer software applications, hardware, and classroom/conference videoconferencing equipment.

· Knowledge and experience in support of users using the learning management system.

Additional Information:

Area/College: WSU Spokane
Department Name: Information Technology Services
City, State, Zip: Spokane, WA 99202
Department Link: https://spokane.wsu.edu/its/

Monthly Salary: Range #01IT, $4,758 - $6,244– Successful candidates typically begin at the beginning of the salary range and receive scheduled salary increment increases in accordance with WAC 357-28.
FTE: 100%
This is a Permanent position.
Screening Begin Date: September 26, 2022; open until filled
Background Check: This position has been designated by the department to require a background check.
Application Instructions: This position has been reposted and will remain open until filled.

Applicants must attach the following documents to their online application: 1) resume and 2) cover letter. Applicants are required to include contact information for professional references within the application. Application materials should clearly communicate how the applicant meets all required qualifications and additional requirements.
Required Documents: Cover letter and resume

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 [email protected] .