IT Customer Support-Journey

wsu; Spokane (WA); On-site; USD 69,000 - 93,000; Full time

Benefits offered by this job

Benefits package

Job summary

Washington State University is seeking a skilled IT Customer Support professional for the Journey role in Spokane, WA. This full-time position provides expert hardware/software support across diverse environments including research labs, simulation centers, and distributed campuses.

You will troubleshoot, install, and maintain systems, deliver training, and collaborate with IT leadership to ensure secure, reliable operations. Prior LMS and multi-platform support are valued.

Qualifications

• Advanced knowledge of Microsoft Office products and learning management systems.
• Six to eight years of experience analyzing, installing, configuring, and/or maintaining computer software applications and equipment.
• Experience troubleshooting and resolving network issues in TCP/IP LAN and Wireless LAN environments.
• Advanced knowledge and experience diagnosing and resolving technical issues on PC and Mac systems.
• Experience with desktop PC and Mac.

Responsibilities

• 50% Technical Customer Support and Delivery.
• 35% IT Project Management.
• 10% Training and Documentation.
• 5% Other

Skills

TCP/IP networking

Windows & Mac troubleshooting

Customer service

Communication skills

Time management

Teamwork

IT help desk software

Training and knowledge transfer

Tools

Microsoft Office

Learning Management Systems

Video conferencing tools

Job description

Available Title(s):

483CS-YN_CS_NPS - IT Customer Support - Journey

Business Title:

IT Customer Support-Journey

Employee Type:

Classified

Position Details:

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,