IT Customer Support – Journey
Job posting number: #7092530
Posted: January 19, 2022
Application Deadline: Open Until Filled
Job DescriptionPosition Details:
COVID-19 Vaccination Information:
In accordance with Washington State Governor's Proclamation 21.14.2, as a condition of employment, you must be fully vaccinated or have an approved medical/religious accommodation by time of hire. People are considered fully vaccinated two weeks after receiving their last shot in a vaccine series. Full Vaccination or an approved accommodation will be verified prior to your first day of work. Should you not be fully vaccinated or have an approved medical/religious accommodation you will not be able to start employment with WSU. Information regarding vaccine verification and/or requesting a medical/religious accommodation is available at https://hrs.wsu.edu/covid-19/vax-verification/. Please contact HRS at [email protected] or 509-335-4521 if you have questions.
Summary of Duties:
This position works in support of general university classrooms planning and coordination, operation, troubleshooting of hardware systems environment and work that involves the documentation, and support of new or existing applications software. This position will consult with customers to identify and analyze multimedia and system needs; provide technical support and respond to and resolve trouble reports from classroom technology customers; monitor multimedia and system components; and diagnose and resolve basic problems.
This position will also advise customers on the use of multimedia systems, hardware and/or software; research and provide advice on how to best integrate their needs within the classroom; assist customers with classroom media technology questions. Independently resolve problems utilizing established procedures as well as developing new and innovative methods of problem solving. Assists with coordination of activities of media services, such as computer lab management, desktop computer support (PC/Windows and MacOS) as it relates to use in the classroom.
Additional duties include administration and supervision of videoconferencing operations to include leading the work of others; solving complex technical faults of hardware, software, and systems; supporting daily operations; design, deployment, and testing of hardware and software infrastructure; administration of IT systems; and coordinating special projects and events.
Bachelor’s degree in computer science, management information systems, or related field AND 3 – 5 years of information technology experience; OR equivalent education and experience.
Advanced knowledge and experience using Microsoft Office products and learning management systems. Experience analyzing, installing, maintaining computer software applications, hardware, telecommunications or network infrastructure equipment, or providing customer or technical support in information technology.
Setup, configuration, management and administration of Learning Management Systems and collaborative and learning technologies such as MS SharePoint, video and audio streaming.
Advanced knowledge and experience to include:
Learning Management Systems (LMS) or Course Management Systems (CMS), such as Canvas, to develop and deliver university level courses.
Instructional technology, teaching strategies specific to online course delivery in a university environment, and technology mediated course design.
Troubleshooting and resolving network issues in a TCP/IP based Local Area Network (LAN) and Wireless LAN environments.
Must possess or be able to obtain a valid driver’s license at time of hire.
Higher education experience.
Knowledge of civil rights law and how it applies to information and communication with regard to accessibility in technology.
Demonstrated ability to learn new technologies and to apply new technologies as a functional user.
Ability to handle high volume and multiple tasks with accuracy. Teaching adults, particularly university faculty and staff.
Ability to work in stressful situations.