IT Customer Support - Entry

IT Customer Support - Entry

Reporting to the Information Systems Manager, this classified position supports the Office of Research and its support units. Responsibilities include troubleshooting and maintaining computing systems, network components, printers, and peripheral hardware; implementing emergency fixes and support for application operations; diagnosing, repairing, upgrading, and re‑imaging laptops, workstations, printers, photocopiers, and other communication devices or system peripherals for Office of Research personnel. The role serves as the primary point of contact for incoming tickets in the Jira reporting system, documents all technical work, provides troubleshooting steps and resolutions, and communicates clear, user‑friendly explanations to end users with varying technical proficiency.

The incumbent assists the Information Systems Manager in tracking and managing software and hardware inventories, reviewing, updating, and authoring standard operating procedures, and documenting surplus equipment requests in accordance with established guidelines.

• 50% End User computing and network support
• 30% Area hardware maintenance and support
• 10% Documentation and reporting
• 5% Data and system security
• 5% Other duties as assigned

Full time (100% FTE), permanent position. Overtime eligible.

Monthly salary range: $5,249 to $7,062.

WSU offers a comprehensive benefits package that includes paid sick and vacation leave; paid holidays; medical, dental, life, and disability insurance for employees and dependents; retirement; deferred compensation; optional supplemental retirement accounts; training and development; and employee tuition waiver.

• Bachelor’s degree in a field relevant to information technology and three years of professional experience (or equivalent education and experience totaling seven years).
• Demonstrated work experience supporting, troubleshooting, configuring, installing, and using a wide variety of computer systems, website technologies, and operating systems in a networked environment.
• Proficiency with Windows and macOS operating systems, deployment, and configuration.
• Familiarity with scripting languages.
• Proven ability to maintain positive user relationships and manage expectations during troubleshooting.
• Strong interpersonal skills to communicate complex technical concepts clearly to non‑technical users.
• Commitment to maintaining confidentiality and adhering to security protocols.

• Customer service experience in a corporate, education, or retail environment.
• Experience with enterprise tools for workstation management such as SCCM, Intune, Active Directory, Group Policy, or similar.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP) and troubleshooting connectivity issues.
• Ability to concentrate and work with many distractions under stressful conditions.
• Ability to independently resolve user support requests using established procedures and technical judgment.
• Skill in developing and documenting technical processes to improve efficiency.
• Ability to prioritize tasks based on severity and impact.

Not eligible for work visa sponsorship.

Pullman, WA – Office of Research, Research Technology.

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 for individuals with disabilities.

WSU does not discriminate 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.

Discrimination and harassment complaints may be made to WSU’s Compliance and Civil Rights Office.