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Welcome to the Western Washington University on-line application process. Before you begin, please print out the job announcement; you may need to refer to it while completing the application.

Desktop Support Specialist (Information Technology Specialist 3)
About the Position: 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 College/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 analysis 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
Job Posted: 11/20/2013
Closing Date: 12/6/2013
Recruitment #: 131054
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, 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 Providing Equal Opportunity and Nondiscrimination. EO/AA inquiries may be directed to the Vice Provost for Equal Opportunity and Employment Diversity, Title IX Coordinator, Equal Opportunity Office, Western Washington University, Old Main 345 (MS 9021), 516 High Street, Bellingham, WA 98225; 360.650.3307 (voice) or 711 (Washington Relay); EOO.

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, 360.650.3774 or 711 (Washington Relay).

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.

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