Central Washington University is recruiting a IT Customer Support - Journey to join our Customer Service team in Ellensburg, Washington. This role is an important member of our team as they encourage success for the University. The role is a campus-based position, which means you get to see the lives you are impacting. We're offering a salary, depending on experience, from $65,988 - $86,616 annually plus the awesome CWU benefits.

Who we are:

We are a team of individuals committed to Changing Students' Lives. No matter what job, each of us plays a part in supporting and empowering our students to fulfill their dreams.

Working in higher education provides career growth and career choice. Think of a university campus like a mini city, operating across 380 acres. You’ll find diverse academics, libraries, athletics and sporting events, full service and quick serve dining, conferences and events from small to large, recreation centers, housing for ~10,000 students, health services, police and public safety.

For the seventh time in eight years, CWU is a recipient of the prestigious Higher Education Excellence in Diversity (HEED) Award from INSIGHT Into Diversity magazine. Come join us on our journey to encourage, inspire, and create spaces where all identities thrive on campus.

Tour our campus in Ellensburg here. www.youtube.com/watch?v=HjdhOegDa9A

What we offer:

Our investment in you begins the day you join our team, a healthy and successful future for you is important to us. We offer medical, dental, life and disability insurance, retirement and optional savings plans, tuition assistance for you and your dependents, discounts across town, an employee assistance program for individualized counseling, and a wellness incentive program. Learn more: www.cwu.edu/hr/benefits-perks-discounts.

The Role:

Provide tier 2 and 3 level support to directly address complex PC, Mac and printer issues for all CWU owned computing equipment. Collaborates with vendors, CWU network engineers and CWU system admins to resolve complex issues outside of expertise. Higher level issues are escalated to Sr. Network Engineers or System Administrators via a CWU ticketing system. All employees are expected to support CWU’s commitment to diversity and to bring and support inclusion into the university environment.

• Provide technical support for all CWU owned PC and Mac computing equipment, approximately 8,500 endpoints. Resolve operating system issues with W10, Mac OS and OS X. Assist and resolve Office 365, Office 2019, and Office 2016 on PC’s and Mac’s
• Utilizes Team Dynamix ticketing system and advance troubleshooting techniques to resolve end user computing issues. Approximately, 10,000 students, and 2,100 Faculty/Staff.
• Collaborates with customers to resolve network access, application (O365, Adobe, Zoom) login issues, single sign on, MFA and VPN issues. Apply deductive reasoning or standard operating procedures (SOP’s) to resolve endpoint issues.
• Utilizes MECM to deploy standard W10 image, deploy standard software, maintain, back up user data, and perform troubleshooting procedures for CWU managed PCs.
• Troubleshoot and resolve complex technical issues, not being resolved at the CWU Service Desk or tier 1 support level. Individual will utilize experience, documentation, and information acquired via the web to troubleshoot and resolve issues.
• Resolve tier 2 and tier 3 technical issues, collaborate with appropriate CWU technical teams and if necessary third-party vendors to resolve issues. Issues may include single sign on problems, network file structure access, network printer access, network (DNS) related issues, hardware issues, etc.
• Responsible for coordinating and conducting all computer relocations across main Ellensburg campus and CWU branch campuses.
• Other duties as assigned.

• Experience as a service desk technician or other customer support role.
• Experience using remote support tools.
• Experience using MS Office software at a high functional level.
• High level of experience installing and supporting network multi-function printers and local standalone printers.
• Experience using Macintosh OS/OS X and Windows OS at a high functional level.
• High level understanding of PC and Mac hardware, Active Directory functionality, Azure and network settings.
• Demonstrated willingness and/or experience working with students and/or co-workers from a wide range of abilities, backgrounds and experiences.
• OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position.

Preferred Qualifications

• Bachelor’s degree with a minimum of 64 credit hours in associated field.
• Experience working in an academic support environment.
• Experience working collaboratively as part of team.
• Experience using Team Dynamix or similar ticketing system.
• ITIL v.3 Certificiation.
• Experience or interest in mentoring students from a variety of backgrounds.
• Demonstrated commitment to improving access to higher education for students through various activities.

Competencies

• Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines and work schedules.
• Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
• Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
• Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
• Commitment to Diversity: Recognizes the value of diversity and helps create environment that supports and embraces diversity.

Don’t meet every single requirement? At CWU we’re dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. This may be the job for you!

Salary: $5,499 /month with periodic increases up to $7,218 /month

To apply for this position, you must complete the on-line application and attach:

• A detailed cover letter clearly demonstrating how your education and experience: (a) meet the required (and, as applicable, preferred) qualifications, and (b) demonstrate the ability to perform the responsibilities as described by the posting;
  
• Resume including work history, education, training; and
  
• Contact information for three professional references.

Screening Begins October 24, 2022

**Priority will be given to applications received by the screening date. Incomplete applications will not be considered.

Name: Stacy Swayze
Title: Director, Customer Experience and Computer Support Services
Email: Stacy.Swayze@cwu.edu
Phone: (509) 963-1572
Website: www.cwu.edu/its/

Please contact Human Resources at hr@cwu.edu or 509-963-1202 if you require technical assistance with the on-line application process.

Prior to employment, final candidate(s) will be required to sign a Sexual Misconduct disclosure in pursuant to RCW 28B.112.080 and submit to a background check. All information obtained through background investigations will be strictly confidential and revealed only to those required to have access.