Job Information
Washington State University IT Customer Support - Journey in Pullman, Washington
IT Customer Support - Journey
Available Title(s):
483CS-NNCSNPS - IT Customer Support - Journey
Business Title:
IT Customer Support - Journey
Employee Type:
Classified
Time Type:
Full time
Position Term:
12 Month
Position Details:
The Opportunity:
The Carson College of Business, Office of Technology team seeks a skilled team member to provide the highest level of customer service and service desk expertise to support, administer, and maintain business operations.
Reporting to the Associate Director - IT Services, you will be responsible for identifying, planning, coordinating, and implementing small to moderate sized projects that include the installation of systems, hardware, software, application interfaces, or applications. You will resolve installation problems and create supporting processing environments (sandbox, prototype and production complex).
Your responsibilities also include making day-to-day decisions regarding applications, systems support, and documenting escalated service requests. You will also assesses training needs, determines training approaches, develops training materials and instructs both end users and computer support staff.
The successful candidate will be a self-starter who takes initiative, prioritizes a high volume of tasks, is a proven problem solver with methodical troubleshooting skills, and solves problems with minimal guidance.
The position may be on-call to respond to system issues outside of normal business hours.
Required Qualifications:
• A bachelor's degree in a related technology field and three (3) years related professional experience. Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.
• Demonstrated exceptional customer service skills.
• Experience using both written and verbal communication with customers that do not have a technical background.
• Experience working in a service desk environment.
• Experience managing Active Directory resources, users, security groups and/or distributions lists.
• Experience troubleshooting hardware and software on a variety of devices such as laptops, desktops, tablets and cell phones.
• Demonstrated ability to prioritize and manage complex service requests to provide excellent customer support while meeting critical deadlines.
• Demonstrated experience creating both technical and end user facing documentation and training material.
• Demonstrated knowledge of Windows, MacOS and Linux operating systems
Preferred Qualifications:
• Experience working with service desk request tracking systems
• Experience with service desk management tools, scripting, and imaging software
• Experience planning, executing, and delivering projects in a deadline driven environment with IT teams
• Experience managing, tracking, and auditing internal resources and equipment distribution
• Experience working with Microsoft SharePoint
• Knowledge of ITIL/ITSM best practices
• IT or project management industry certifications
Additional Information:
Area/College: Carson College of Business
Department Name: CCB Office of Technology