IT Customer Support, Entry

Online applications must be received before 11:59pm on:

If a date is not listed above, review the Applicant Instructions below for more details.

Available Title(s):

Business Title:

Employee Type:

Position Details:

The Opportunity:

As an IT Customer Support professional in an entry-level role, you will function as part of the Administrative Services Information Systems (ASIS) Customer Service team, supporting units within the Division of Student Affairs. In this position, you will play a key role in meeting the technology needs of Student Affairs staff who serve Washington State University (WSU) students statewide. You will work under close supervision to prioritize tasks, perform problem-solving and troubleshooting, and make decisions within established guidelines. You will consult with customers about their technology needs and collaborate with team members when necessary to recommend solutions. You will identify and implement the best solution for each request based on established technical standards within the unit, and when a standard does not exist, you will evaluate available options to determine the most effective solution. If you are unable to resolve an issue independently or if a request exceeds your scope of work, you will escalate it to the appropriate level of authority.

Additional Information:

This is a full-time (100% FTE), permanent position. Overtime eligibility will be determined based on final salary placement. 
Monthly Salary: $5,249 to $7,062 | Range 01IT Steps A - M | Successful candidates are typically hired at the beginning of the salary range and receive scheduled salary increment increases in accordance with WAC 357-28.
In accordance with RCW 49.58.110, the above salary reflects the full salary range for this position. Individual placement within the range is based on the candidate’s current experience, education, skills, and abilities related to the position.
Benefits: WSU offers a comprehensive benefits package which includes paid sick and vacation leave; paid holidays; medical, dental, life and disability insurance package for employees and dependents; retirement; deferred compensation, optional supplemental retirement accounts; training and development; and employee tuition waiver. For additional information, please review the detailed Summary of Benefits offered by WSU for Classified staff and Total Compensation.

Required Qualifications:

• Requires a minimum of five years of functional progressive work experience supporting customers and endpoint devices in a professional setting and/or relevant education. Up to four years of education may be substituted for years of experience on a one to one basis.

•  Must have, or be able to obtain by time of hire, a valid driver’s license and meet requirements in accordance with SPPM 7.10 and departmental driving standards. 

• Excellent verbal and written communication skills.

Preferred Qualifications:

• Familiar with managing endpoints utilizing tools such as System Center Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT), InTune and/or other endpoint management tools.

• Experience with Microsoft Active Directory and Group Policy management.

• Experience providing support to remote users and endpoints.

• Experience working with an online help desk ticketing system.

Position Sponsorship Eligibility: Not eligible for work visa sponsorship
About Department/College/Area/ Campus: https://studentaffairs.wsu.edu/who-we-are/information-systems/
Area/College: Student Affairs
Department Name: Administrative Services Information Systems (ASIS)
Location: Pullman, WA

This position is fully in in-person.
Application Instructions: Applicants must upload the following required documents to their online application. Application materials should clearly communicate how the applicant meets all required qualifications and additional requirements.
1) Resume
2) Cover Letter
External candidates, upload all documents in the “Application Document” section of your application.
Current WSU Employees (internal candidates), before starting your Workday application, please use these instructions to update your education and experience in your worker profile in Workday. Internal candidates, upload all documents in the “Resume/Cover Letter” section of your application.
Documents may be submitted as one file or separate files. Applicants are encouraged to upload as a PDF, if possible.
Reference contact information will be requested later in the recruitment process through Workday.
Background Check: This position has been designated by the department to require a background check because it requires access to children or vulnerable adults as defined by RCW 74.34, engages in law enforcement, requires security clearance, interacts with WSU students in a counseling or advising capacity, has access to personal identifying and/or financial information, unsupervised access to university buildings/property, or other business-related need. A background check will not be completed until an initial determination of qualification for employment has been made.

Time Type:

Position Term:

Washington State University encourages all qualified candidates to apply, including members of the military and veterans, and persons with disabilities.

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].

Notice of Non-Discrimination

In matters of admission, employment, housing or services, or in the educational programs or activities it operates, WSU does not discriminate or permit discrimination by any member of its community against any individual on the basis of sex, race, color, national or ethnic origin, physical disability, mental disability, sensory disability, use of a trained service animal, age, religion, creed, genetic information, marital status, sexual orientation, gender identity, protected veteran status, honorably discharged veteran, member of the military, or immigration or citizenship status except as authorized by federal or state law, regulation, or government contract.

Inquiries about the application of federal and state laws and regulations (including inquiries regarding the application of Title IX, ADA/Section 504, and implementing regulations), as well as reports and complaints of discrimination and harassment, can be made verbally or in writing to WSU’s Compliance and Civil Rights, the Department of Education’s Office of Civil Rights, or both.

More information, resources, and contact information are available here: https://ccr.wsu.edu/notice-of-nondiscrimination/