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Central Washington University is recruiting a IT Support Technician 2 to join our Computer Support Services team in Ellensburg, Washington. This role is an important member of our team as they provide a vital technology support role 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 $46,596 - $62,568 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, health services, police and public safety for the campus population of ~10,000 students.

Central Washington University has been named a Fulbright U.S. Scholar Program Top Producing Institution for the 2022-2023 academic year. In addition, 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.

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: Benefits, Perks, and Leave.

The Role:

Computer Support Services (CSS) provides computer desktop and server support, configuration, deployment, software installation, and maintenance for all enterprise, CWU-owned endpoints. This position will assist the Service Desk team with tracking all incoming student technology requests received by email, and telephone, to ensure the appropriate assistance is received in a timely manner and effective resolutions of end user issues are achieved. Provides first tier (basic) support to all students with technical issues and provides immediate resolution of student related incidents when possible. The position will also hire, manage, and schedule Student Assistants for Student Tech Fee (STF) supported student labs. Responsible for processing timecards for student employees, developing training documentation and supervision of 15-20 Student Assistants. Position will also act as an advocate for Student Tech Fee Council (STFC) and attend all STFC meetings and be responsible for training new STFC members and providing historical data/perspective regarding previous Student Tech Fee projects. All employees are expected to support CWU's commitment to diversity and to bring and support inclusion into the university environment.

Track customer support requests:
- Utilize IT service management platform (TeamDynamix) to track customer support requests.
- Use ITIL principles to adhere to incident management and service request processes/procedures to create, review, categorize, and prioritize tickets.
- Serve as a customer service point of contact for the Information Services and Security (ISS) division, primarily focused on supporting technology issues impacting students.
- Use deductive reasoning to escalate incidents to the appropriate IS Department.
- Monitor general Service Desk email and voicemail queue for incoming student related incidents.
- Use knowledge of institutional information technology infrastructure, hardware, and applications to triage and escalate tier two/three issues to appropriate areas of expertise within the ISS division.

Resolve application and hardware issues impacting CWU students:
- Troubleshoot and resolve issues and questions related to software systems (Microsoft operating system and Mac operating system).
- Provide first and second tier support for cloud hosted Microsoft Office (O365) applications including Outlook, Word, Excel, PowerPoint, Teams, etc.
- Troubleshoot and use diagnostic tools to identify and resolve common IT hardware, WEPA printing, and CWU student Wi-Fi connectivity issues.
- Support other critical applications utilized institution wide including the Peoplesoft portal, Zoom, VPN connections, and various academic software solutions (Canvas, Panopto, Kaltura).
- Escalate calls to field technicians or tier three (expert) support as needed.

Student Tech Fee Council Liaison:
- Serves as an advocate for the Student Tech Fee Council (STFC), will attend all STFC meetings.
- Responsible for onboarding and training new STFC student/faculty members and providing historical data/perspective on previous Student Tech Fee projects.
- Present Student Tech Fee funding requests during STFC meetings.
- Submit requisitions for approved STFC funding requests in the financial module of the CWU Enterprise Resource Planning (ERP) database (MyCWU).
- Process STFC funding request approvals in the CWU budget site (CATPLAN) Oracle Database.
- Provide monthly budget reports for the STFC using the CWU ERP financial module.
- Document and post STFC meeting notes to CWU STFC website.
- Forecast STFC budget for upcoming fiscal year in the CWU budget site (CATPLAN) Oracle Database.

Student Tech Fee - Computer Lab Assistant Coordinator:
- Hiring, training, and scheduling of student employees (15-20) that are used to open, close, monitor and maintain 17 Student Tech Fee (STF) labs.
- Field usage requests, coordinating lab schedules in 25Live for teaching use and other usage. 25Live is the application CWU uses for scheduling labs and classrooms.
- Monitor the state of STF labs through student assistant reports, LabStats analysis and onsite evaluations.
- Oversee and direct the work of staff; serve as mentor, coach, and leader, and resolve complaints or issues
- Clearly define performance expectations, ensure accountability, and provide ongoing informal feedback, coaching, and mentoring. Conduct formal performance evaluations.
- Recognize and reward employees for good performance.
- Schedule employee work hours/shifts; monitor hours worked; approve payable time and absence requests.
- Recognize value of and promote a diverse workforce. Value and encourage diverse perspectives, creativity, and teamwork.

Support Wepa Cloud Printing Solution:
- Ensure all enrolled CWU students have access to the Wepa cloud printing solution utilized by CWU.
- Troubleshoot Wepa access issues encountered by current enrolled CWU students.
- Monitor and assist with maintaining the 30 Wepa print kiosks at the main CWU Ellensburg campus and CWU Centers.
- Collaborate with Wepa to troubleshoot, repair any/all hardware issues on the Wepa print kiosks.
- Train Student Lab Assistants to load paper, change toner, and identify error codes on Wepa kiosks.
- Share Wepa kiosk usage reports with STFC and ASCWU.
- Create requisitions in the CWU ERP system to pay monthly Wepa usage.

Service Desk Team Support:
- Act as part of the larger IS Service Desk Team.
- Interact with and support other team member in finding solutions for issue inquires.
- Share information via Teams Chat in real-time, assisting with research.
- Assist with de-escalation and safety backup if needed.

- Perform other duties as assigned.

• 2+ years' Experience as a service desk technician or other IT customer support role
• Experience using MS Office software at a high functional level
• Experience using W10 or web based remote support tools
• 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 in computer science, Information Technology or related field
• Experience with multi-factor authentication applications, i.e. Azure MFA, Duo or other related MFA applications
• Experience using Team Dynamix or similar ticketing system
• Experience or interest in mentoring students from a variety of backgrounds
• Ability to incorporate multicultural perspectives and issues into everyday conversations
• 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: This position is based on the range 46 of the Washington State Classification Listing, which has a minimum annual salary of $46,596 and maximum annual salary of $62,568. 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.

Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch)

Working Conditions: Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records. Some evening or weekend work and/or occasional travel may be required.

Benefits: CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit Benefits, Perks, and Leave.

An employee of CWU may be eligible for the Public Service Loan Forgiveness Program if the employee has student loans. To learn more, visit: .