IT Technician III

Gonzaga University, United States

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

First Section


Who We Are
At Gonzaga we don’t just state our mission. We live it every day as a Catholic, Jesuit, and humanistic University. It is the reason we exist and the foundation for our purpose: educating students for lives of leadership and service. From students to faculty and staff members, everyone here knows what we stand for – and they know how valuable our mission is to the success of our institution.
Our diverse selection of benefits is part of Gonzaga’s commitment to care for and meet the needs of our employees and their families. The University provides full-time employees in their first year: a PPO Medical plan administered by Premera Blue Cross, employer-paid dental programs through Delta Dental, vision coverage through VSP, employer-paid Life Insurance, and optional employee-paid Life Insurance through Lincoln Financial, TIAA 403(b) Retirement plan including free onsite financial planning and advising, Employee Assistance Program through Supportlinc, Zagfit Wellness program with access to GU’s onsite fitness center and Spokane Transit Authority (STA) bus passes. Additionally, full-time (40 hours per week) staff employees accrue 4 hours of sick time per pay period (pro-rated for less than 40 hours/week), vacation time starting at 5 hours per pay period (pro-rated for less than 40 hours/week) and 17 paid holidays. Additional benefits such as Long Term Disability and Tuition Waivers are available after the first year of employment.
For more information, click here .
Position Title IT Technician III
Posting Number S1957P
Department ITS Support Center
Work Schedule
Standard hours are 7am to 5pm
Employment Status Regular
Temporary or Fixed-Term Assignment End Date
Hours per Week 40
Months per Year 12
Job Purpose
​​The IT Support Center Technician III position provides the University community with a single point of contact for the resolution of technology-related problems. This assistance includes problem definition, troubleshooting and working toward a solution either by telephone support in the IT Support Center or by the generation of an incident to dispatch appropriate technical staff into the field. This position provides advance troubleshooting and resolves escalated tickets from other technicians. Build procedures and offer training to other technicians. Responsible for monitoring and delegating work to other technicians in a service area on campus.
Target Salary
Minimum Salary 30.03
Salary Midpoint 35.32
Maximum Salary 40.62


Essential Functions


Essential Function Category Title Provide phone, email and walk in technical support
% of time for section 40%
Function Details
  • ​Assist users with password and connectivity problems on all services including Windows OS, Mac OS X, Citrix, Banner (ERP system), Email, Blackboard, and mobile devices.
  • Assist users with installation, configuration, utilization, upgrade and resolution of problems related to operating system, utility, database, word processing, spreadsheet, email, web browsers, and similar software.
  • Assist users with network access. This support also includes remote access to campus network services.
  • Perform routine maintenance and upgrades on supported equipment and software packages.
  • Generate and prioritize incidents for all work with reporting tool.​​
Essential Function Category Title Build new processes and training
% of time for section 20%
Function Details
  • ​Build new processes for new and existing IT services.
  • Offer training to other technicians as needed.
  • Write knowledge bases articles for end users ​
Essential Function Category Title Monitor and oversee service area
% of time for section 20%
Function Details
  • Assign tickets to other technicians based on complexity of request.
  • Monitor timeliness of requests and proper resolution of tickets.
  • Build reports for assets in coverage areas and offer recommendations for replacing or decommissioning computers. ​
Essential Function Category Title Stay current in technology field
% of time for section 10%
Function Details
  • ​​Attend training that can include webinars, online training and user events to stay current in technology field.
  • Obtain new technology certifications and renew current certifications.
  • Attend Apple training for desktop and JAMF certifications. ​


Other Functions


Other Functions
  • May work in other locations outside ITS offices in Foley.
  • Will assist with asset management procurement, inventory tracking, and scheduling of asset installation.
  • Other tasks as requested by the Department


University Competencies


University Work Values
Promoting Excellence in Academic Endeavors and Professional Practice
• Fostering intellectual depth, competence, reflection, and creativity in pursuing exemplary, rather than satisfactory, outcomes
Sharing Responsibility for Mission Identity and Leadership
• Making a personal commitment to learn about Gonzaga’s mission, discovering ways to contribute individually and collaboratively to our distinctive learning and research community
Affirming a Commitment to Human Dignity
• Engaging one another with profound respect, professionalism, and cura personalis while supporting one another’s continued learning, development, and maximizing of potential
Advancing a Culture of Inclusiveness
• Developing cultural fluencies and global awarenesses, and practicing habits that enable us to value, recruit, and support community members from historically underrepresented backgrounds
Caring for Our Common Home and Integral Ecology
• Growing ecological awareness of and respect for the interconnectedness of human and non-human life, and the need to develop and practice habits that are mutually beneficial to all life
Cultivating Individual and Community Accountability
• Demonstrating mutual commitment to our shared project by holding ourselves and others responsible for actions, expecting appropriate behavior, and aligning activities with ethical and professional standards


Qualifications/Knowledge Required/Years Experience Required


Degree Required Bachelor's Degree
Certifications and/or Licensures required
​​n/a
Knowledge Required Specialist Knowledge in field
Years Experience Required 3-4.99 years
Minimum Qualifications
  • Bachelors degree OR a technical degree AND equivalent experience that may be substituted for education requirement.
  • Two years experience in installation, configuration and troubleshooting of desktop computers, as well as peripheral computer equipment in an enterprise environment.
  • Experience in supporting Windows OS and Mac OS in an enterprise environment.
  • Experience installing, configuring and supporting Microsoft Office Professional and Microsoft Outlook in an enterprise environment.
  • Experience supporting computers operating in an enterprise network environment.
  • Excellent verbal and written communication skills.
  • Excellent customer service attitude and ability to work in a team environment.
  • Ability to work effectively with diverse groups of people, including students, staff and faculty.
Desired Qualifications
  • ​Bachelors Degree in Computer Science, MIS, or related field.
  • Experience in an institution of higher learning environment.
  • Experience providing centralized telephone-based technical support to end-users.
  • Experience in troubleshooting network connectivity issues in an enterprise environment.​
Physical / Environmental Qualifications
  • ​​Ability to sit for extended periods of time.
  • Ability to lift 15 pounds regularly / 75 pounds occasionally – usually lifting to waist level, some occasional overhead lifting.
  • Mobility for installation of personal computers and peripheral equipment, including working underneath and around desks, PC’s and other office equipment and furniture campus wide.
  • Ability to bend, kneel, stoop, reach and sit as needed for office work and computer installation.
  • Wrist and hand movements required as needed for keyboarding.
  • Ability to handle simultaneous tasks while working in a fast-paced environment.
  • Ability to work extended or varied hours as needed to solve emergency network or PC problems or provide normal or extended support during busy periods of the year.
  • Ability to be mobile campus wide for appropriate business needs.​


Posting Detail Information


Open Date 03/10/2023
Close Date
Open Until Filled Yes
Application Review Begins On 03/27/2023
Special Instructions to Applicants
EEO Statement
Gonzaga University is a Jesuit, Catholic, humanistic institution, and is therefore interested in candidates who will contribute to its distinctive mission. Gonzaga University is a committed EEO/AA employer and diversity candidates are encouraged to apply. All qualified applicants will receive consideration for employment without regard to their disability status and/or protected veteran status. Applicants with disabilities needing reasonable accommodations to complete the application or hiring process should contact Human Resources (509) 313-5996.
Clery Statement
Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics
The safety of all members of the campus community is of vital concern to Gonzaga University. Information regarding crime prevention advice, the law enforcement authority of Campus Security, policies concerning the reporting of any crimes which occurred on the campus (and other specified locations), other security and safety-related policies, as well as the crime statistics for the most recent 3-year period may be found in the Campus Safety and Security Guide and Annual Fire Safety Report. The Gonzaga-In-Florence Safety & Security Guide is also available.
A copy of the report can be found online at www.Gonzaga.edu/Clery . A paper copy of the Campus Safety & Security Guide and Annual Fire Safety Report or the Gonzaga-In-Florence Safety & Security Guide may be obtained by contacting the Student Development Office on main campus, College Hall 120. The Florence Guide may also be obtained on the Florence campus in room 105.

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