Desktop Support Specialist (Information Technology Specialist 3)
Western Washington University - Bellingham, WA

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Desktop Support Specialists are responsible for maintaining a secure and efficient desktop computing environment for campus clients and assisting them in managing their environments. This includes providing professional tier 2 technical support for incident management (break/fix), service requests (permissions, moves, adds, changes), imaging, IT security, training, and answering general questions while placing particular focus on delivering excellent technical support with outstanding customer service, professionalism, satisfaction, and timeliness within the organizations’ budget. Emphasis is placed on process improvement and building customer relationships. IT support services include: PC and Mac, mobile devices, enterprise and desktop software, and basic network support. Work assignments include issues involving the interrelationships among multiple components (e.g., networking, operating systems, applications, disk space, security, file sharing, etc.).

In addition to the aforementioned operational work, Desktop Support Specialists play key roles in university- and department-wide projects including planning, testing, and implementing technology, along with collaboration and coordination with diverse groups, system administrators, and end users. Desktop Support and Help Desk teams work together to arrive at the best support mix. The position generally works Mondays – Fridays from 8:00 a.m.– 5:00 p.m. Pacific Time.

This position is part of a Public School Employees of WWU bargaining unit. New employees are required to meet the membership requirements of the current collective bargaining agreement within 30 calendar days of employment.

About the Department: ATUS Desktop Support works very closely with the Help Desk, which is the first point of contact for responding to inquiries related to software, hardware, networking, application support, and accounts for over 1000 faculty/staff and 14,000 students. Our emphasis is on providing the best customer support experience while maintaining the security and integrity of information technology resources and processes. Western Washington University’s Academic Technology and User Services (ATUS) department is one of three departments that work cooperatively within the university’s Information Technology Services division and reports to the CIO. The other two departments are Administrative Computing Services (programming, system analysis, database administration) and Communication Technology Services (server admin, telecommunications, data communications)

Position Responsibilities:
Provide tier 2 technical support and service restoration through resolving issues of a complex scope that impact users, teams, and overall university objectives
Perform root cause analysis to proactively reduce or eliminate potential future problems
Fulfill service requests
Contribute to planning and executing of projects, including performing project activities, providing status reports, and communicating effectively with stakeholders and management
Expand job effectiveness and efficiency through use of time-saving processes, knowledge, and tools
Suggest improvements and collaborate with others to generate ideas and improve processes
Develop self and others by maintaining current knowledge of industry trends and potential impact on the support business and assisting the knowledge management process
Assist department-wide and enterprise-wide projects to successful implementation
Actively use Help Desk ticketing (ITSM) software for improved customer service, communication, and reporting
Enhance cooperative intradepartmental and interdepartmental relationships, communications, and teamwork through accurate, concise, and timely interactions, emotional stability, self-control, courtesy, and respect for others
Physically perform essential job functions with or without reasonable accommodation, to include, but not limited to:
Continuous sitting or standing, typing, and writing
Occasional lifting/carrying up to 50lbs
Occasional bending/twisting/crouching/kneeling/squatting/crawling on floor to get equipment
Work in a dynamic and active (sometimes noisy) environment Required Qualifications:
Credentials/Certifications & Experience

Bachelor’s degree in MIS, Computer Science, or technology-related field or equivalent combination of work experience, certification, or education

At least two years of information technology experience requiring customer service, organization, prioritization, troubleshooting, confidentiality, timeliness, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.

Technical Competencies:
Problem Solving and Troubleshooting, and Organizational Skills

Demonstrated proficiency with Windows 7 and/or Windows 8, Mac OS X, Microsoft Office applications, browsers, and help desk ticketing system (ITSM)

Demonstrated ability to troubleshoot and diagnose issues through performance monitoring, interpreting event logs, and other troubleshooting tools

Advanced competency and proven experience using scripting language(s) (e.g. PowerShell) to produce data for anlaysis so information technology problems can be resolved effectively and efficiently

Demonstrated ability to resolve problems using scripting, command line, system management tools, and registry

Demonstrated knowledge or experience with basic network concepts including TCP/IP, DNS, LAN/WAN

Demonstrated history supporting mobile users and devices
Demonstrated history of successfully managing multiple projects and priorities
Organization skills

Demonstrated history of successfully managing multiple projects and priorities
Customer Service and Communication

Demonstrated history of superior interpersonal, customer service, and conflict management skills

Demonstrated history of superior communication skills, verbal and written, with diverse personalities, technical competency levels, and cultures Preferred Qualifications:
Credentials/Certifications & Experience
Microsoft Windows (MCSE, MCSA), SharePoint (MCSE), Office, Office 365
CompTIA A+, CompTIA Network +
PMI PMP project management certification
Four years of information technology experience requiring customer service, organization, prioritization, troubleshooting, confidentiality, timeliness, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software

Technical Competencies:
Advanced Windows or Mac OS troubleshooting
PC or Mac hardware diagnostics and repair
Microsoft SharePoint site collection administration, configuration, or design
Application, web, and/or database scripting experience (e.g., PowerShell, C#, SQL)
Knowledge and experience supporting mobile technologies including iOS and Android
Knowledge and experience with virtual machine platforms including Parallels, VMWAre, HyperV, and/or Virtualbox
Creating and deploying Windows images for multiple computers through use of Windows Deployment Services, Sysprep, Ghost, or other means Academic Emphasis: N/A
Job Location: Western Washington University , Bellingham, WA

Salary: New hires typically begin at $4114/ month including an excellent benefits package

Bargaining Union: PTE
Application Instructions and Requested Documents: Please log in below and submit your application via WWU's Electronic Application System for Employment (EASE). Note: You will need to be using Internet Explorer to fully utilize our online application system.

A cover letter and resume are required and should address your experience related to the position responsibilities and the required and preferred qualifications. You may cut and paste or upload your resume and cover letter as noted on the EASE application.

Please complete the education and work experience section of the EASE application and submit the names and contact information of three professional references.
Other Information: Follow Western Employment on Facebook and WWUEmployment

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