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IT Support Technician 1
IT Support Technician 1
About Eastern Washington University:
Eastern Washington University, a regional, comprehensive public university with an enrollment of over 10,000 students, is one of six state-funded four-year institutions of higher education in Washington, each governed by its own board of trustees. As the regions polytechnic, we are recognized for our distinctive approach to hands-on learning that leads to in-demand careers. EWUs 300-acre main campus is located in Cheney, a community of 12,000 residents 16 miles southwest of Washingtons second largest city, Spokane. Eastern also offers programs in downtown Spokane at the innovative, energy-efficient Catalyst building, the SIERR building which is a hub for research, development and advancement of health sciences, and at Riverpoint, a campus shared with Washington State University. In addition, EWU programs can be found at select locations throughout the state, aligned with the needs of the community. Eastern contributes to the vitality of the region and the state through its wide array of bachelors and masters degrees in over 100 fields of study, as well as applied doctorates in physical therapy and educational leadership, offering accessible pathways to career success and personal development to students of all socioeconomic and cultural backgrounds.
Eastern Washington University has been recognized for its commitment to helping undergraduate students learn, grow and succeed by Colleges of Distinction, a nationally trusted resource guide for college-bound students. The honor recognizes Eastern as a 24-25 College of Distinction (CoD).
Eastern Washington University has been recognized for its commitment to helping undergraduate students learn, grow and succeed by Colleges of Distinction, a nationally trusted resource guide for college-bound students. The honor recognizes Eastern as a 24-25 College of Distinction (CoD).
Tribal Land Acknowledgement
Eastern Washington University resides within the traditional homelands of the Spokane People and other tribes who are connected through their shared history of this region. This land holds their cultural DNA and it is their Ancestors who are here and bring forth the knowledge of this place-the knowledge that comes from the land.
Eastern Washington University resides within the traditional homelands of the Spokane People and other tribes who are connected through their shared history of this region. This land holds their cultural DNA and it is their Ancestors who are here and bring forth the knowledge of this place-the knowledge that comes from the land.
Job Summary:
We are currently seeking skilled and team-oriented applicants for the following position: IT Support Technician 1
The Department of Information Technology provides an array of services that include network infrastructure that supports effective communication and collaboration; data management including collection, storage, management and distribution; comprehensive support that enables employees to make the most effective use of IT resources; maintenance and security that support both the continued optimal operation and protection of both infrastructure and data. This position is part of a three person team within the Help Desk and is responsible for providing tier 1 level support for break-fix issues, providing access to services requested, and a single point of contact via the campus wide Help Desk line. This position reports to the Help Desk Supervisor.
A Help Desk Technician is responsible for providing professional, clearly communicated technical support to the University. Specifically, Tier 1 support of desktop computing and classrooms for campus. This is done on the phone, in chat, or via email. This focus allows the campus to have decreased mean time to resolution for technology, increasing student success.
The salary for this position is $44,580 (minimum) up to $53,964. Where the hired candidate will begin within this range is dependent on education, experience, and skills. In addition to salary, the university offers a comprehensive benefits package including health insurance, life and disability insurance and retirement. In addition, EWU offers generous vacation and sick leave accruals, 12 paid holidays per year and fringe benefits, such as tuition waiver for employees and eligible family members, discounted EWU sports tickets, full access to our campus workout facilities at a minimum fee and free transportation through STA buses. For additional information regarding insurance benefits please see our Benefits page: https://inside.ewu.edu/hr/benefits/insurance/ .
The Department of Information Technology provides an array of services that include network infrastructure that supports effective communication and collaboration; data management including collection, storage, management and distribution; comprehensive support that enables employees to make the most effective use of IT resources; maintenance and security that support both the continued optimal operation and protection of both infrastructure and data. This position is part of a three person team within the Help Desk and is responsible for providing tier 1 level support for break-fix issues, providing access to services requested, and a single point of contact via the campus wide Help Desk line. This position reports to the Help Desk Supervisor.
A Help Desk Technician is responsible for providing professional, clearly communicated technical support to the University. Specifically, Tier 1 support of desktop computing and classrooms for campus. This is done on the phone, in chat, or via email. This focus allows the campus to have decreased mean time to resolution for technology, increasing student success.
The salary for this position is $44,580 (minimum) up to $53,964. Where the hired candidate will begin within this range is dependent on education, experience, and skills. In addition to salary, the university offers a comprehensive benefits package including health insurance, life and disability insurance and retirement. In addition, EWU offers generous vacation and sick leave accruals, 12 paid holidays per year and fringe benefits, such as tuition waiver for employees and eligible family members, discounted EWU sports tickets, full access to our campus workout facilities at a minimum fee and free transportation through STA buses. For additional information regarding insurance benefits please see our Benefits page: https://inside.ewu.edu/hr/benefits/insurance/ .
Eastern Washington University provides an inclusive, equitable, and transformative learning experience, driving the pursuit of knowledge with affordable academic excellence.
Required Qualifications:
- 2 years Customer Service
- CompTIA A+
- Demonstrated ability to apply a responsive and flexible approach that is supportive to the needs of, including universal access, of our students, faculty, staff and the public.
Preferred Qualifications:
- Direct customer service call center training or experience.
Other Skills and Abilities:
- Proficiency with Microsoft Office Professional Suite of software
- Knowledge of Higher Education environments
Job Duties:
The total of all responsibilities is 100%.Duty: Incident Response. Under Direct Supervision provides Incident response for University focusing on first contact resolution and customer satisfaction.Tasks:
- Responds to Basic and Routine incidents on the phone, in chat or in email.
- Tracks all work in the current ticketing system.
- Communicate with customers in person, over the phone or in writing to identify needs and issues.
- Refers customers to other specialists within IT for answers to complex and high-complexity incidents, for problem resolution.
- Directs the work of peers and student employees to accomplish tasks.
Outcome: This position receives and attempts resolution for reported technology incidents for campus. Escalates issues to higher level staff for resolution. This enables quick resolution for all incidents and allows campus to have high availability of campus technology resources.Percent of Time: 100
Duty: Customer Service. Ensures continuous customer support and contact with customer
Tasks:
- Clearly communicates with clients in a professional and timely manner to keep them informed about the progress of their service requests and incidents.
- Directs customers to resource reference materials for system users (such as user manuals, online help pages, tutorial videos and web page content, etc.).
Outcome: This position engages with the customers across campus so they have open lines of communication. This allows for IT to be seen and used as a partner to support the colleges and divisions being supported.
Duty: Technology Support. Provides technical support services to campus.
Tasks:
- Using information technology approved methods, deploys prepackaged software and updates.
- Following campus standards and policies, places orders for cell phones.
- Provides basic assistance to technology users including providing correct logon and password procedures, equipment, and application operating procedures.
- Performs basic hardware fixes such as rebooting computers, checking for connection to outlets, replacing printer cartridges, etc.
- Provides basic training for faculty and staff on supported hardware and software.
Outcome: This position will provide basic technical support and instruction, ensuring the departments and units will have the appropriate technology to complete their assigned work.
Duty: Request Fulfillment. Following defined procedures fulfills Service Requests.
Tasks:
- Following campus standards and policies, places orders for cell phones.
- Provisions accounts for University supported applications as documented in approved procedures.
- Updates VOIP phone system for moves, adds & changes for campus users.
Outcome: This position will fulfill basic service requests ensuring the departments and units will have the appropriate technology to complete their assigned work.
Conditions of Employment:
- This position, during the course of university employment will be involved in the receipt of, or accountability for, university funds or other items of value, as well as the unsupervised access with the developmentally disabled, vulnerable adults or children under the age of 16. The offer of employment is contingent upon successful completion and passing of a background check prior to beginning employment.
- All new employees must comply with EWU Immunization Policy 602-02 and provide proof of immunity or vaccination to MMR before beginning work at EWU. Waivers for the immunization requirements are available for medical or sincerely held religious beliefs.
- After starting employment, employees will complete required training. In person and Zoom training opportunities will be posted on InsideEWU and are listed on the Human Resources webpage at https://inside.ewu.edu/hr/training/.
- This position is covered by the Washington Federation of State Employees Collective Bargaining Agreement:
Note: Interviews might be conducted via Zoom (camera must be enabled). If so, candidates must be able to demonstrate competence using Zoom and other technologies.
$44,580 (minimum) up to $53,964. Where the hired candidate will begin within this range is dependent on education, experience, and skills.
Posting Date: 03/11/2025
Open Until Further Notice: No
Closing Date: 3/30/2025
Screening to Begin: 03/31/2025
Special Instructions to Applicants:
Submit your application materials through our online applications portal provided below. If you are unable to submit through the applicant portal, please contact Human Resources Services at (509) 359-2381.
To apply, visit https://jobs.hr.ewu.edu/postings/13461
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