IT Customer Support Entry | WSU Tri Cities (Richland, WA)

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:

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Position Details:

The Opportunity:

Washington State University Tri Cities is now accepting applications for IT Customer Support - Entry for our campus in Richland WA. As our IT Customer Support you will provide professional IT support to faculty staff students and campus this role you will help ensure reliable technology service delivery by troubleshooting hardware software endpoint systems instructional technologies and enterprise IT services. You will serve as a front-line and Tier 2 support resource resolving technical issues documenting service activity supporting customer training and contributing to continuous improvement of campus IT services.

You will also independently diagnose and resolve complex technology issues support endpoint devices and learning systems maintain accurate service records and communicate clearly with customers regarding service status and resolution. This position also supports campus technology operations for events maintenance windows emergencies and IT projects that improve service quality and continuity.

Percentage Breakdown of Job Functions:

• 40% IT Customer Support & Service Delivery

• 25% Endpoint Systems & Technology Management

• 15% Learning & Enterprise Systems Support

• 10% Customer Training & Enablement

• 5% Operations Projects & Continuous Improvement

• 5% Other Duties / Emergency Support

Additional Information:

This is a full-time (100% FTE) permanent position. This position is overtime eligible.

This position works on-site at the WSU Tri-Cities campus in Richland WA.

Monthly Salary: $5249.00 to $7062.00 Range 01 IT

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 candidates 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:

• Bachelors degree in information technology or a related field; OR equivalent education and/or experience.

• Two or more years of professional IT support experience.

• Experience troubleshooting hardware software and systems.

• Demonstrated customer service and communication skills.

• Ability to analyze and resolve technical issues independently.

Preferred Qualifications:

• Experience in higher education IT environments.

• Learning Management System (LMS) or instructional technology experience.

• Experience with IT service management tools.

Position Sponsorship Eligibility: Not eligible for work visa sponsorship.

About WSU Tri-Cities - State University Tri-Cities is a student-centered campus located in Richland Washington serving the educational research workforce and community needs of the Mid-Columbia region. The campus offers a collaborative environment where faculty and staff support student success applied learning and strong partnerships with regional industry and community organizations. Information Technology Services plays a critical role in supporting campus operations instructional delivery and reliable technology access for students faculty and staff.

Area/College: WSU Tri-Cities

Department Name: Information Technology Services
Location: Richland 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.

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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: (v) Washington State TDD Relay Service: Voice Callers: 1-; TDD Callers: 1- (f) or .

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 WSUs Compliance and Civil Rights the Department of Educations Office of Civil Rights or both.

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