IT Customer Support-Journey

Washington State University; Spokane (WA); On-site; USD 69,000 - 93,000; Full time

Job summary

Washington State University is seeking an IT Customer Support – Journey specialist in Spokane. This role serves as the College of Medicine’s primary technical resource for endpoint technologies and specialized support, diagnosing and resolving complex issues across campuses, labs, and educational spaces.

You will provide training, contribute to security and policy alignment, and help ensure continuity of operations while supporting researchers, faculty, and students with hardware, software, and

Qualifications

• Advanced knowledge of Microsoft Office and learning management systems.
• Experience installing, configuring, and maintaining software/hardware or network infrastructure.
• Six to eight years of IT support/analytical experience.
• Troubleshooting TCP/IP LAN and Wireless LAN networks.
• Proficient on PC and Mac systems and desktop environments.
• Strong communication, time management, and teamwork skills.
• Familiarity with IT help desk software and video conferencing tools.

Responsibilities

• Provide technical customer support and delivery for end-user devices and software.
• Manage IT projects and coordinate with stakeholders across campuses.
• Deliver training and create clear documentation for users.
• Support specialized environments and ensure policy-aligned IT actions.
• Assist with move processes for employees and labs and share best practices.

Skills

Microsoft Office

Learning Management Systems

TCP/IP LAN/WLAN

PC and Mac troubleshooting

Customer service

Help desk software

Video conferencing tech

Tools

Help desk software

Video conferencing equipment

Job description

Online applications must be received before 11:59pm on: August 30, 2026 If a date is not listed above, review the Applicant Instructions below for more details.

Available Title(s): 483CS-YN_CS_NPS - IT Customer Support - Journey

The Opportunity

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

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, Panopto, Workday, and learning management systems.
• Demonstrated experience with system development life cycle and project management principles.
• Skills performing system analysis and design in an information technology environment.
• Experience with business intelligence and analysis.
• Experience testing, implementing, administering, and providing technical support for educational applications.
• Experience with videoconferencing production equipment

Position Sponsorship Eligibility

Not eligible for work visa sponsorship

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.

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.

Work Location and Hours

Area/College: Elson S. Floyd College of Medicine Department Name: Office of Information Technology and Data Strategy Location: Spokane, WA

Employment Terms

Time Type: Full time Position Term: 12 Month

Eligibility and Diversity

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: 509-335-4521 (v), Washington State TDD Relay Service: Voice Callers: 1-800-833-6384; TDD Callers: 1-800-833-6388, 509-335-1259(f), or [e-mail].

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 WSU’s Compliance and Civil Rights, the Department of Education’s Office of Civil Rights, or both. More information, resources, and contact information are available here: https://ccr.wsu.edu/notice-of-nondiscrimination/

WSU is Washington's land-grant university with campuses located in Everett, Pullman, Spokane, Tri-Cities, and Vancouver. Additionally, research centers are located throughout the state, extension offices are located in every county in Washington, and online degree programs are offered worldwide. WSU employees promote academic excellence and innovative research that serves the state, nation, and world. With a focus on innovation, excellence, and accountability, continual enhancement of research and educational endeavors are at the core of WSU's strategic priorities. See here for additional information about WSU's statewide locations.

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 WSU’s Compliance and Civil Rights, the Department of Education’s Office of Civil Rights, or both. More information, resources, and contact information are available here: https://ccr.wsu.edu/notice-of-nondiscrimination/