IT Customer Support, Entry
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
Responsibilities
- Prioritize tasks
- Perform problem-solving and troubleshooting
- Make decisions within established guidelines
- Consult with customers about their technology needs
- Collaborate with team members to recommend solutions
- Identify and implement the best solution for each request based on established technical standards
- Evaluate available options to determine the most effective solution when a standard does not exist
- Escalate issues to the appropriate level of authority if unable to resolve independently or if a request exceeds scope of work
Benefits
- 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
- employee tuition waiver
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
