Help Desk & Desktop Support Specialist

Position Title Help Desk & Desktop Support Specialist About the University Western Washington University, with over 14,000 students in seven colleges and the graduate school, is nationally recognized for its educational programs, students and faculty. The campus is located in Bellingham, Washington, a coastal community of 90,000 overlooking Bellingham Bay, the San Juan Islands and the North Cascades Mountain range. The city lies 90 miles north of Seattle and 60 miles south of Vancouver, British Columbia. Western is the highest-ranking public, master's-granting university in the Pacific Northwest, according to the 2022 U.S. News & World Report rankings. About the Department Academic Technology and User Services (ATUS) supports Western's mission, which states that together with our students, staff, and faculty, we are committed to making a positive impact in the state and the world with a shared focus on academic excellence and inclusive achievement. We encourage applications from women, people of color, people with disabilities, veterans, and other candidates from underrepresented backgrounds and with diverse experiences interested in this opportunity. About the Position Under general direction, this the Desktop Support part of this position is a journey-level technical specialist in Windows, Microsoft 365 and other application support, and a broad range of other IT principles, concepts, practices, and support areas which may include account management, client health, security, hardware, Mac support, specialty hardware, and networking. It is responsible for multi-department leadership of maintaining and managing a secure and efficient computing environment for campus clients and assisting them in managing their environments. The Help Desk part of this position works with the Help Desk Manager, other Help Desk Specialists, and 15 to 20 student employees in the university’s service desk department, which is the IT point of contact for faculty, staff, students, and administrators.

The position also analyzes business processes of faculty and staff for dozens of university departments, translates their needs into best practices and recommendations for the optimal mix of IT tools to accomplish their jobs, and manages, maintains, and supports those IT tools. Emphasis is placed on process improvement, helping customers improve their business processes with available technology, and building customer relationships.

Additionally, this position plays a key role in university- and department-wide projects including planning, testing, and implementing modern technologies, along with collaboration and coordination with diverse groups, system administrators, and end users.

As a journey-level specialist, this position works with other full time technical staff in administrative, academic, and infrastructure services branches of information technology WWU to deliver technical support and for approximately 16,000 faculty, staff, and students. IT staff from distributed departments across the university consult with this position for the widest array of IT problems and issues. The position applies advanced technical knowledge to independently evaluate and resolve complex computing system, application, project, or operational needs that are not resolved by lower-level or distributed IT staff. It acts as a key liaison between the Help Desk, Desktop Support, system administrators, database administrators, management, and technology users. This position also helps to train and coach between 15 and 20 part-time graduate and undergraduate student employees who provide basic and advanced levels of support.

The State HR classification for this position is IT Customer Support - Journey.

Required Qualifications

• Bachelor’s degree in MIS, Computer Science; or technology-related field or equivalent combination of work experience, certification, education, or training.
• 4 or more years of recent information technology experience requiring customer service, organization, prioritization, confidentiality, timeliness, and working independently to successfully install, configure, secure, maintain, diagnose, troubleshoot, repair, and support PC or Mac desktop operating systems, hardware, and software including Microsoft 365 apps.
• 2 or more years of experience working in a Help Desk, call center, or related environment providing technical support via telephone, email, and remote control.
• Demonstrated history of superior interpersonal, customer service, and conflict management skills.
• Experience preparing and/or updating clear technical documentation for other IT professionals and/or end users.
• Experience enhancing processes and/or developing new processes or tools that streamline customer support provides benefit to customers.
• 2 or more years of experience working on IT projects with multiple stakeholders.
• Experience supporting enterprise application suite like Microsoft 365 including Teams and Outlook (and Exchange).
• Experience troubleshooting hardware, including the support of laptops, mobile devices, and printers in a networked environment.
• Experience managing permissions to IT resources in a Windows Active Director and/or Azure Active Directory environment.

Preferred Qualifications Credentials/Certifications:

• ITIL, HDI, Microsoft (security, data, admin, Office), Dell, Apple, CompTIA A+, Network + Certification, and/or PMP.

Experience:

• Experience using IT Service Management (ITSM) system for service strategy, service design, and service operation processes.
• Microsoft 365 administration, including Exchange, SharePoint, Teams, OneDrive
• Advanced Windows and macOS troubleshooting and support.
• PC, Apple, and/or printer hardware diagnostics and repair.
• Experience with scripting language(s) (e.g., PowerShell (preferred) Bash, C#, SQL, JavaScript, Python, Perl, PHP)
• Experience training end users in use of desktop and web applications, OSs, security & safe computing
• Account management experience with automated and manual account maintenance systems
• Experience supporting web pages (e.g., Drupal, design, dynamic).
• Experience supporting mobile technologies including iOS and Android.
• IP telephony, ERP systems (finance, payroll, student registration, etc.), computer account creation and permissions management.
• Experience creating and deploying Windows and macOS images for multiple computers through use of Intune/Configuration Manager and/or Jamf.
• Demonstrated history of superior communication skills, verbal and written, with diverse personalities, technical competency levels, and cultures.

Conditions of Employment All employees must comply with our Immunization policies, including Proof of Rubeola Measles Immunity within 60-days of hire. Please reach out to HR@wwu.edu if you need information regarding medical or religious exemption and applicable accommodations.

This position requires a fingerprint background check.

Salary  $6008.83 - $ 7886.67/month depending on qualifications and experience Benefits Information Benefits Overview for Classified Positions Bargaining Unit This position is part of bargaining unit PT and is covered by the collective bargaining agreement with Public School Employees of WWU. Application Instructions

Application materials should address your experience related to the position responsibilities and the required and preferred qualifications.

Closing Date Notes Position closes 12/23/2024 at 11:55 pm.

Western Washington University (WWU) is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, WWU does not discriminate on the basis of race, color, creed, religion, national origin, sex (including pregnancy and parenting status), disability, age, veteran status, sexual orientation, gender identity or expression, marital status or genetic information in its programs or activities, including employment, admissions, and educational programs. See WWU’s Policy on Ensuring Equal Opportunity and Prohibiting Discrimination and Retaliation. Inquiries may be directed to the Office of Civil Rights and Title IX Compliance, Title IX and ADA Coordinator, Western Washington University, Old Main 126 (MS 9021), 516 High Street, Bellingham, WA 98225; 360.650.3307 (voice) or 711 (Washington Relay); crtc@wwu.edu

WWU is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request an accommodation, please contact Human Resources Disability Services, 360.650.3303 or 711 (Washington Relay).

Annual Security and Fire Safety Report: This report is provided pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act ("The Clery Act"). It includes statistics for the previous three calendar years concerning reported crimes that occurred on Western's campus; in certain off-campus buildings or property owned or controlled by Western; and on public property within, or immediately adjacent to and accessible from, the campus. The report also includes institutional policies concerning campus security, such as policies concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. You can obtain a copy of this report in printed or alternate formats by contacting the Office of the Vice President for Enrollment and Student Services at vpsa.office@wwu.edu. The report can be found at: Annual Security and Fire Safety Report.

All new employees must comply with the immunization policy and show employment eligibility verification as required by the U.S. Citizen and Immigration Service before beginning work at WWU. A thorough background check will be conducted on all new hires which includes a sexual misconduct background check.