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Nov 30 / Susan Crowley

WSU Help Desk Analyst Job Opportunity






WSU Help Desk Analyst – C&IT  

Computing & Info Technology  
Academic Computing/Customer Services  

Essential Functions (Job Duties):

Work with University IT staff, non-technical personnel, students and external customers in resolving escalated computer use problems, procurement issues, Local Area Network set-up and implementation of information technology projects.

Provide front-line Help Desk support staff (students) with feedback and guidance on technical matters. Keep abreast of emerging technologies in computing systems and methodology. Recognize, identify, isolate and resolve problems with information system products and services. Assist in development and implement new approaches, methods, procedures and enhancements to improve Held Desk performance and achieve optimal customer service standards. Serve as a liaison between customers and C&IT departments and participate in Help Desk outreach activities. Answer Help Desk support requests via phone calls and email during peak times.  Unique Duties Lead or assist with technical and customer service training for all Help Desk staff as the need arises. Serve as liaison with technical and customer service training for all Help Desk staff as the need arises.


Knowledge of Windows/Macintosh hardware and software.
Knowledge of various desktop software programs.
Knowledge and experience of specific operating systems, networks, platforms, programming languages.
Knowledge of and experience with data communication software and a variety of data communication protocols.
Skill in oral and written communication.
Ability to handle difficult situations diplomatically.
Skill in solving complex problems quickly.
Strong customer service orientation.
Proficiency in use of common desktop software and applications programming languages typically acquired through formal education or equivalent direct experience.
Recognized expertise in troubleshooting and problem resolution.
Demonstrated ability to work effectively with customers and technical staff to resolve problems.
Demonstrated customer service orientation.
Bachelor’s degree or 4 plus years experience in Help Desk field.

For additional information and application instructions, please visit and search for posting # 039134.

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