System Support Technician

Whitworth-University; Country Homes (WA); On-site; USD 52,000 - 76,000; Full time

Job summary

Whitworth University is seeking a dedicated System Support Technician to join the Information Systems team. You will be the frontline of technical support, providing daily phone assistance, resolving web-based work orders, and ensuring smooth operation of our campus information systems.

Responsibilities include maintaining Help Desk software, offering end-user training, and managing campus printing and multifunction devices.

Qualifications

• 1–2 years of experience in a technical support or help desk environment.
• Experience in computer/electronic service, repair, and maintenance of PCs, printers, AV equipment.
• Experience with Windows in a domain network environment.
• Experience troubleshooting and resolving computer network/hardware/software problems.
• A personal commitment to the Christian faith and to the integration of faith and learning.

Responsibilities

• Provide daily phone support and resolution of web-based work orders.
• Maintain Help Desk software (ticket systems and endpoint management) and evaluate and implement new systems to improve the support environment.
• Perform end-user support and training for software and all campus information systems.
• Review and update Help Desk FAQ and documentation as needed.
• Provide campus-wide support on printers and multi-function devices.
• Work with vendors to purchase hardware and software (RFI/RFQ as needed).
• Ensure that projects/department milestones/goals are achieved.
• Train and mentor student employees.
• Function as an integral member of the Information Systems team.
• Assemble, configure, test, inventory, and install new computer equipment.
• Provide backup coverage for other members of the Information Systems operation team and technical instructional support.
• Assist with special projects and Department events.

Skills

Help Desk

Troubleshooting

Training

Vendor coordination

Windows domain network

Mac OS knowledge

Printer maintenance

Education

Associates degree

Tools

Canon MFPs

Ricoh MFPs

Pharos print management

Mac OS

Linux

Job description

Whitworth University is seeking a dedicated and customer-focused System Support Technician to join our Information Systems team. In this role, you will be the frontline of technical support, providing daily phone assistance, resolving web-based work orders, and ensuring smooth operation of our campus information systems. Your expertise will contribute to maintaining and improving our Help Desk software, offering essential support and training to end-users, and managing campus-wide printing and multifunctional devices.

Help Desk | 70%

• Provide daily phone support and resolution of web-based work orders.
• Maintain Help Desk software (eg: ticket systems and endpoint management) and evaluate and implement new systems to ensure continuous improvement of the support environment.
• Perform end-user support and training for software and all campus information systems.
• Review and update Help Desk FAQ and documentation as needed.
• Provide campus-wide support on printers and multi-function devices.
• Work with vendors (using RFI/RFQ development as necessary) to purchase hardware and software.
• Ensure that projects/department milestones/goals are achieved.
• Train and mentor student employees.
• Function as an integral member of the Information Systems team.

Technical Operations | 25%

• Assemble, configure, test, inventory, and install new computer equipment.
• Perform installation, maintenance, problem determination and resolution for campus information systems.
• Provide backup coverage for other members of the Information Systems operation team and technical instructional support, as required.

Other | 5%

• Assist with special projects and Department events.
• Other duties as assigned.

• Whitworth considers candidates with a wide range of educational backgrounds. We value the skills and knowledge candidates bring to Whitworth, regardless of the paths they have taken to acquire them.
• 1-2 years of experience in a technical support or help desk environment.
• Experience in computer/electronic service, repair, and maintenance, of PCs, printers, AV equipment.
• Experience with Windows in a domain network environment.
• Experience troubleshooting and resolving computer network/hardware/software problems.
• A personal commitment to the Christian faith and to the integration of faith and learning
• A commitment to the educational mission of Whitworth University as a comprehensive Christian liberal arts university affiliated with the Presbyterian church.

Core Competencies

• Willingness to mentor and train student employees.
• Ability to work with faculty, staff, and students in dealing with computer and network hardware, service, and operations.
• Ability to work with confidential information.
• Strong knowledge of computer hardware, software, and operating systems, including Windows and macOS.
• Proficiency in Help Desk software, ticketing systems, and endpoint management tools.
• Excellent troubleshooting and problem-solving skills.
• Ability to provide effective technical support and training to end-users at all levels of technical expertise.
• Ability to meet the physical qualifications for the position with or without an accommodation:
  • Ability to lift and work with equipment weighing up to 50 pounds
  • Ability to climb stairs, work on uneven surfaces and crawl into tight spaces and around furniture
  • Ability to use computer keyboard and read LCD monitors for extended periods of time
  • Work involves repetitive tasks and remaining seated for extended periods of time
  • Physical ability to be mobile across campus

Preferred

• Associates degree.
• Experience in an academic or higher education environment.
• Experience with Canon MFP’s, Ricoh MFP’s, and Pharos a plus.
• Experience with Mac OS and Linux.

Schedule

Full-time (1.0 FTE) | 12 months | 40 hours per week

Whitworth office hours are 8 AM to 4:30 PM Monday – Friday

Whitworth University is a Christian liberal arts university. Our shared mission is to provide our diverse students with an education of mind and heart, equipping them to honor God, follow Christ, and serve humanity. We seek candidates who are willing to engage with the university’s mission and integrate their Christian faith into their work.

A background check and sexual misconduct check will be required of the successful candidate.