IT Help Desk Supervisor

Eastern Washington University, United States

Updated: about 1 year ago
Location: Cheney, WASHINGTON
Deadline: ;

Posting Details
Posting Details


Working Title IT Help Desk Supervisor
Posting Number 2023014CP

Position Information


Classification Title IT Customer Support - Journey
Classification Code 483CS
RCW Exemption Criteria No Exemption
EWU Position Number C99103
CUPA Code
FLSA Non-Exempt
Bargaining Unit BU 1
% Full Time 100
Salary / Wage Range I - 3
Salary Information
The salary range (03ITS) for this position is $69,300 (minimum) up to $86,544. Where the hired candidate will begin within this range is dependent on education, experience and skills.
Anticipated Start Date
Term of Appointment 12
Location Cheney
County Spokane
Project Description
Project Duration
Background Check Yes - Both
Responsible HR User Saundra Godin
Responsible HR User Email address [email protected]

Posting Text


Job Summary
Information Technology (IT) provides information resources and technology services to the entire campus community, in support of the academic mission. IT also provides technical assistance in the design, acquisition, installation, and maintenance of the campus systems, media, and telecommunications infrastructure including; desktop computer equipment; institutional databases; enterprise-wide applications; technology equipped classrooms, distance learning classrooms, telecommunications systems; centralized access to a campus wide software library, remote online services, open-access and program specific computer labs, consulting, training,
and user support. Information Technology provides assistance to University leadership in strategic planning for technology initiatives which strengthen both efficiency and effectiveness.
This position supervises four (4) full time staff and up to fifteen (15) students. This position reports to the Director for Campus Support Services, who reports to the CIO. This position is responsible for setting direction for the IT Help Desk and Tier 1 support services. They are an escalation path for supervised staff and apply their advanced technical knowledge to ensure successful functions and operations.
The IT Help Desk Supervisor ensures delivery of initial and Tier 1 comprehensive technical support; troubleshoots, resolves, and/or escalates all reported hardware, software, phone, audio/visual, and desktop operating systems, and general software/application problems. Provides technical support for business applications using IT tools such as remote control; troubleshoots application connectivity issues; creates and maintains general client-facing technical documentation in a knowledge base. Responsible for documenting, tracking, and reporting end-user problems via the university’s adopted ITSM software solution. This position provisions network and application accounts for faculty, staff, and students.
On top of salary, the university offers a comprehensive benefits package including health insurance, life and disability insurance and retirement. In addition, EWU offers generous vacation and sick leave accruals, 12 paid holidays per year and fringe benefits, such as tuition waiver for employees, discounted EWU sports tickets and free transportation through STA buses. For additional information regarding insurance benefits please see our Benefits page: https://inside.ewu.edu/hr/benefits/insurance/ .

EWU expands opportunities for personal transformation through excellence in learning.
About Eastern Washington University
Eastern Washington University, a regional, comprehensive public university with an enrollment of over 10,000 students, is one of six state-funded four-year institutions of higher education in Washington, each governed by its own board of trustees. EWU’s 300-acre main campus is located in Cheney, a community of 12,000 residents 16 miles southwest of Washington’s second largest city, Spokane. Eastern also offers programs in downtown Spokane at the innovative, energy-efficient Catalyst building and at Riverpoint, a campus shared with Washington State University. In addition, EWU programs can be found at select locations throughout the state, aligned with the needs of the community. Eastern contributes to the vitality of the region and the state through its wide array of bachelor’s and master’s degrees in over 100 fields of study, as well as applied doctorates in physical therapy and educational leadership, offering accessible pathways to career success and personal development to students of all socioeconomic and cultural backgrounds.
Tribal Land Acknowledgement
Eastern Washington University resides within the traditional homelands of the Spokane People and other tribes who are connected through their shared history of this region. This land holds their cultural DNA and it is their Ancestors who are here and bring forth the knowledge of this place—the knowledge that comes from the land.
Diversity Statement
EWU does not discriminate in its programs and activities on the basis of race, color, creed, religion, national origin, citizenship or immigration status, sex, pregnancy, sexual orientation, gender identity/expression, genetic information, age, marital status, families with children, protected veteran or military status, HIV or hepatitis C, status as a mother breastfeeding her child, or the presence of any sensory, mental, or physical disability or the use of a trained guide dog or service animal by a person with a disability, as provided for and to the extent required by state and federal laws.
Conditions of Employment
This position, during the course of university employment will be involved in the receipt of, or accountability for, university funds or other items of value, as well as the unsupervised access with the developmentally disabled, vulnerable adults or children under the age of 16. The offer of employment is contingent upon successful completion and passing of a background check prior to beginning employment.
All new employees must comply with EWU Immunization Policy 602-02 and provide proof of immunity or vaccination to MMR and proof they are fully vaccinated against COVID-19 before beginning work at EWU. Waivers for the immunization requirements are available for medical or sincerely held religious beliefs.
  • COVID-19 Vaccination and Exemption Information link: https://inside.ewu.edu/rcp/risk-management/covid19-protocols/


This position is covered by the Washington Federation of State Employees’ Collective Bargaining Agreement:
https://in.ewu.edu/hr/wp-content/uploads/sites/40/2021/07/WFSE-EWU-CBA-Barg.-Units-1-and-2-2021-2023-FINAL.pdf
Upon hire Upon hire you must complete required DEI, Hazing, Harassment and Title IX training, and other federal, state & university mandated trainings. You can access the online training at https://inside.ewu.edu/hr/training/orientation/ or complete the training in person or via Zoom. In person and Zoom training opportunities will be posted on InsideEWU and are listed on Human Resources’ https://inside.ewu.edu/hr/training/ .
Physical Demands
  • Ability to lift 15 pounds regularly and up to 50 pounds occasionally.
  • Ability to bend, kneel, stoop, reach, and sit as needed for office and computer work.
  • Wrist and hand movements required as needed for keyboarding.
  • Ability to be mobile campus wide for appropriate business needs.


Optional: Contact Saundra Godin in Human Resource Services at [email protected] to obtain a copy of the Essential Functions Analysis which will describe conditions of employment, such as physical and mental demands.
Pre-Placement Physical No
Hearing Test No
Medical Monitoring Post Hire No
Protective Equipment
Required Qualifications
  • Associate’s degree in Computer Science, Information Technology, or related discipline, or equivalent experience
  • 7 years of progressive call center/service desk Experience
  • 7 or more years supervising a team in a call center environment
  • Proficient at provisioning accounts in software applications and network directory service
  • Demonstrated interest, ability and/or experience promoting cultural competency, universal accessibility, and/or diversity.
Preferred Qualifications
  • Bachelor’s degree in Computer Science, Information Technology, or related discipline, or equivalent experience
  • 10 or more years help desk experience
  • Proficiency with managing a knowledge base
Other Skills and Abilities
  • Excellent written and verbal communication skills
  • Excellent problem-solving skills and effectiveness in getting things done collaboratively
  • Ability to set and meet performance metrics
  • Demonstrated ability to troubleshoot complex issues
  • Knowledge of Higher Education/Government environments
Work Schedule Type Regular
Work Schedule
In between the hours of 7:00am-6:00pm, may work weekends or an alternate schedule as notified by their supervisor. With approval from their supervisor, may occasionally flex schedule.
Posting Date 03/06/2023
Open Until Further Notice Yes
Closing Date
Screening to Begin 03/20/2023
Special Instructions to Applicants
It is strongly recommended that you print a copy of these instructions and the position posting before you begin to complete the online application, as the instructions will not be viewable once you begin the application process.
Required documentation includes all of the items listed below.
  • Attach a detailed cover letter in which you explain how you meet each of the required qualifications [and preferred qualifications, if applicable]. It is preferred that you provide that information in a bulleted list or within a table within your cover letter.
  • Attach a chronological resume including work history and major duties, education, and any specialized training or skills related to the position. List at least 3 professional references including: names, titles, organization name, phone numbers, email addresses, and connection to you (these can be identical to the references listed on the application).
  • Complete the online application form and respond to the online questions, if applicable.
  • Diversity Response – As an equal opportunity employer with a multicultural staff and student population, we are interested in how your qualifications prepare you to work with diverse faculty, staff, and student populations representing various cultures and backgrounds that may be different from your own. You will be asked to attach a diversity response as part of the online application process: Please describe how you will apply an approach that is supportive to the diverse needs, including universal access, of our students, faculty, staff, and the public.
    		•
    Application Types Accepted Profile

    Job Duties


    % of Time
    Responsibility / Duty
    • The combination of all job responsibilities/duties equals 100%.


    Supervision. Providing clear direction, assessing performance, identifying developmental needs, provide coaching and counseling, and developmental plans.
    • Provides clear direction, assesses performance, identifies developmental needs,
    • Provide technical leadership in specialized areas of technology support and Help Desk services.
    • Manage the university’s IT knowledge base to meet the needs of the organization.
    • Monitors and Provides technical leadership and guidance to customer support services provided by IT Help Desk Technicians.
    • Prepares technical IT recommendations and reports for higher-level management
    • Develops performance metrics to evaluate the efficiency and effectiveness of the IT Help Desk and to apply results in increasing productivity, professionalism and improving service quality.

    This will enable effective customer support interactions that ensures that phone, email, web, and walk-in requests are appropriately handled.
    Essential Function Indicator Yes
    % of Time
    Responsibility / Duty
    Technology Support. Provides technical support services to campus.
    • Manage Active Directory objects, print services, VoiP endpoints, mobile services.
    • Using information technology approved methods, deploys pre-packaged software and updates.
    • Escalation point for non-routine and complex issues.
    • Following campus standards and procedures, performs password resets for students, faculty, and staff.
    • Monitors system environment to identify availability and functionality issues.
    • Formulates routines and standards of practice to complete assigned tasks..


    This position resolves problems requiring analysis and the discernment of the most suitable solution available.
    Essential Function Indicator Yes
    % of Time
    Responsibility / Duty
    Customer Support. Ensures continuous customer support and contact with customer.
    • Clearly communicates with clients in a professional and timely manner to keep them informed about the progress of their service requests and incidents.
    • Escalation point for staff to handle conflict with campus constituents.
    • Directs customers to resource reference materials for system users (such as user manuals, online help pages, tutorial videos and web page content, etc.


    This position engages with the customers across campus. This allows for IT to be seen and used as a partner to support the colleges and divisions being supported.
    Essential Function Indicator Yes
    % of Time
    Responsibility / Duty
    Incident Response. Provides Incident response for the University focusing on first contact resolution and customer satisfaction.
    • Performs Tier 2 issue resolution for incoming help requests from end users, including installing and upgrading software and configuring systems and applications.
    • Tracks all work in the current ticketing system.
    • Communicates with customers in person, over the phone or in writing to identify needs and issues.
    • Refers customers to other specialists within IT for answers to complex and high-complexity incidents, for problem resolution.


    This position receives and attempts resolution for reported technology incidents for campus. Escalates issues to higher level staff for resolution. This enables quick resolution for all incidents and appropriate escalation as needed.
    Essential Function Indicator Yes

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