IT Customer Support-Journey

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:

Under general direction of the Director of Information Technology and Data Strategy, the IT Customer Support – Journey position serves as the College of Medicine’s primary technical resource for customer-facing endpoint technologies and specialized support environments. In this position, you will independently analyze, diagnose, and resolve complex technology issues affecting faculty, staff, students, researchers, and distributed clinical education programs located throughout Washington State. Work requires advanced technical expertise, independent judgment, and the ability to develop and implement solutions within a highly diverse technology environment that includes research laboratories, simulation centers, medical education spaces, regional campuses, and administrative offices.
In this position, you will perform general and technical support, troubleshooting, programming, installation, systems maintenance, and/or systems support. Additionally, you will collaborate with the Office of IT and Data Strategy to ensure the security of the institute’s data and systems and to consistently provide technical assistance to faculty, staff, and students. The purpose of your role is to ensure continuity of operations, maintain productivity, and provide clear guidance on priorities, points of contact, and expectations. As the IT Customer Support-Journey, you will also provide training on use of hardware and software, both proactively and upon request. You will facilitate employee and laboratory move processes across the college as well as maintain in-depth knowledge of WSU and ESFCOM policies to ensures all actions are in alignment with policy and procedure. You will provide education to customers when required.
Additionally, you will provide support to highly specialized environments where standard university desktop support practices must be adapted to accommodate research instrumentation, simulation technologies, discipline-specific software, clinical education requirements, and distributed learning environments. This role requires advanced knowledge of interoperability between hardware, operating systems, network resources, security requirements, and specialized applications.

Essential Job Functions:

50% Technical Customer Support and Delivery

35% IT Project Management

10% Training and Documentation

5% Other

Additional Information:

This is a full time (100% FTE), permanent position. This position is overtime eligible.
Monthly Salary: $6,189 to $8,327 (Steps A-M) | Range 03IT | 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:

• Advanced knowledge and experience using Microsoft Office products and learning management systems. Experience analyzing, installing, maintaining computer software applications, hardware, or telecommunications or network infra-structure equipment, or providing customer or technical support in information technology.

• Six to eight years of experience analyzing, installing, configuring, and/or maintaining computer software applications and equipment.

• Experience troubleshooting and resolving network issues in a TCP/IP based Local Area Network (LAN) and Wireless LAN environments.

• Advanced knowledge and experience diagnosing and resolving technical issues on PC and Mac systems.

• Experience with desktop computer PC and Mac.

• Excellent communication and interpersonal skills.

• Strong time management and organizational skills.

• Ability to manage multiple tasks at once with great attention to detail and thoroughness.

• Ability to work in a team environment.

• Working knowledge with IT help desk/customer service software applications.

• Excellent customer service experience.

• Experience providing technical support utilizing video-sharing technology

Preferred Qualifications:

• Experience supporting applications such as Slack, Zoom, Panopto, Workday, and learning management systems.

• Demonstrated experience with system development life cycle and project management principles.

• Skills performing system analysis and design in an information technology environment.

• Experience with business intelligence and analysis.

• Experience testing, implementing, administering, and providing technical support for educational applications.

• Experience with videoconferencing production equipment.

Position Sponsorship Eligibility: Not eligible for work visa sponsorship
Area/College: Elson S. Floyd College of Medicine
Department Name: Office of Information Technology and Data Strategy
Location: Spokane, WA
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/