IT Support Technician 1

Eastern Washington University, United States

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

Posting Details
Posting Details


Working Title IT Support Technician 1
Posting Number 2023012CP

Position Information


Classification Title IT Support Technician 1
Classification Code 481C
RCW Exemption Criteria
EWU Position Number C99800
CUPA Code
FLSA Non-Exempt
Bargaining Unit BU 1
% Full Time 100
Salary / Wage Range CS - 42
Salary Information
The salary range for this position is $41,616 (minimum) up to $54,180. 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
We are currently seeking skilled and team-oriented applicants for the following position: IT Support Technician 1
The Department of Information Technology provides an array of services that include network infrastructure that supports effective communication and collaboration; data management including collection, storage, management and distribution; comprehensive support that enables employees to make the most effective use of IT resources; maintenance and security that support both the continued optimal operation and protection of both infrastructure and data. This position is part of a three person team within the Help Desk and is responsible for providing tier 1 level support for break-fix issues, providing access to services requested, and a single point of contact via the campus wide Help Desk line. This position reports to the Help Desk Supervisor.
A Help Desk Technician is responsible for providing professional, clearly communicated technical support to the University. Specifically, Tier 1 support of desktop computing and classrooms for campus. This is done on the phone, in chat, or via email. This focus allows the campus to have decreased mean time to resolution for technology, increasing student success.
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 fund or other items of value, as well as the unsupervised access with the developmentally disabled, vulnerable adults or children under the age of 16. Employment will be contingent upon successful completion and passing of a background check prior to beginning employment.

COVID-19/MMR Requirement: 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/hr/


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 Resources at [email protected] to obtain a copy of the Essential Functions Analysis which will describe conditions of employment, such as physical demands.
Pre-Placement Physical No
Hearing Test No
Medical Monitoring Post Hire No
Protective Equipment
Required Qualifications
  • 2 years Customer Service
  • CompTIA A+
  • Candidate must demonstrate interest, ability and/or experience promoting cultural competency, universal accessibility, and/or diversity.
Preferred Qualifications
  • Direct customer service call center training or experience.
Other Skills and Abilities
  • Proficiency with Microsoft Office Professional Suite of software
  • Knowledge of Higher Education environments
Work Schedule Type Regular
Work Schedule
8:00am-5:00pm M-F
Posting Date 02/27/2023
Open Until Further Notice Yes
Closing Date
Screening to Begin 03/06/2023
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 Application

    Job Duties


    % of Time 100
    Responsibility / Duty
    The total of all responsibilities is 100%.
    Duty: Incident Response. Under Direct Supervision provides Incident response for University focusing on first contact resolution and customer satisfaction
    Tasks:
    • Responds to Basic and Routine incidents on the phone, in chat or in email
    • Tracks all work in the current ticketing system
    • Communicate 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.
    • Directs the work of peers and student employees to accomplish tasks


    Outcome: 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 allows campus to have high availability of campus technology resources.
    Essential Function Indicator Yes
    % of Time
    Responsibility / Duty
    Duty: Customer Service. Ensures continuous customer support and contact with customer
    Tasks:
    • Clearly communicates with clients in a professional and timely manner to keep them informed about the progress of their service requests and incidents.
    • Directs customers to resource reference materials for system users (such as user manuals, online help pages, tutorial videos and web page content, etc.)


    Outcome: This position engages with the customers across campus so they have open lines of communication. This allows for IT to be seen and used as a partner to support the colleges and divisions being supported.
    Essential Function Indicator Yes

    Similar Positions