IT Customer Support-Journey

Final date to receive applications

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.

483CS-_NPS - IT Customer Support - Journey

IT Customer Support-Journey

Classified

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.

• 50% Technical Customer Support and Delivery
• 35% IT Project Management
• 10% Training and Documentation
• 5% Other

This is a full time (100% FTE), permanent position. This position is overtime eligible.

$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.

• 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
• employee tuition waiver

• 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

• 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…