Help Desk & Desktop Support Specialist

Western Washington University • Bellingham, WA

393d

About The Position

The Help Desk & Desktop Support Specialist at Western Washington University is a journey-level technical role responsible for providing comprehensive IT support, including desktop support for Windows and Mac systems, Microsoft 365 applications, and various IT principles. This position involves leading multi-department initiatives to maintain a secure computing environment, analyzing business processes, and enhancing customer relationships through technology. The specialist will also collaborate on university-wide projects, train student employees, and serve as a key liaison among various IT stakeholders.

Requirements

• Bachelor's degree in MIS, Computer Science, or a technology-related field, or equivalent experience.
• 4+ years of recent IT experience with a focus on customer service and technical support.
• 2+ years of experience in a Help Desk or call center environment providing technical support.
• Demonstrated superior interpersonal, customer service, and conflict management skills.
• Experience in preparing clear technical documentation for IT processes and end users.
• 2+ years of experience working on IT projects with multiple stakeholders.
• Experience supporting Microsoft 365 applications including Teams and Outlook.

Nice To Haves

• ITIL, HDI, Microsoft certifications, Dell, Apple, CompTIA A+, Network + Certification, and/or PMP.
• Experience with IT Service Management (ITSM) systems.
• Advanced troubleshooting skills for Windows and macOS.
• Experience with scripting languages such as PowerShell, Bash, or Python.
• Experience training end users on desktop applications and security best practices.
• Account management experience in Windows Active Directory or Azure Active Directory.

Responsibilities

• Provide technical support for Windows and Mac desktop operating systems, hardware, and software including Microsoft 365 apps.
• Analyze business processes for university departments and recommend IT tools to improve efficiency.
• Manage and maintain IT tools and support systems for faculty, staff, and students.
• Collaborate with diverse groups to plan, test, and implement modern technologies.
• Train and coach student employees in providing technical support and customer service.
• Evaluate and resolve complex IT issues that are not addressed by lower-level staff.
• Prepare and update technical documentation for IT professionals and end users.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Retirement plan (401k)
• Paid holidays
• Paid time off
• Tuition reimbursement
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees