Work in Washington Veterans Jobs

Req #: 241312

Department: UW BOTHELL INFORMATION TECHNOLOGY

Appointing Department Web Address: https://www.uwb.edu/it/

Job Location Detail: Not typically telework eligible

Posting Date: 11/27/2024

Closing Info: Closes On 12/05/2024

Salary: $4,650 - $6,258 per month

Shift: First Shift

Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-summary-classified-staff-greater-than-half-time-20220908_a11y.pdf)

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits, and natural beauty.

UW Bothell Information Technology is seeking a customer service focused IT Support Specialist (Computer Support Technician 3 (NE S SEIU 925 Non Supv)) who loves technology, takes initiative, and is interested in working in a diverse university environment. Ideal candidates, like you, will bring technical and interpersonal skills, a team-oriented and collaborative approach, and a desire to continue to develop and refine your skills. As a member of our team, you will have opportunities to grow technically and professionally.

The IT Support Specialist is a member of the Technology Support Team and provides technical support for students, faculty, and staff in support of UW Bothell’s mission. Responsibilities include Tier 1 helpdesk support; troubleshooting hardware, software, and peripherals; classroom and event support; equipment checkout; and performing some desktop management functions including imaging and application deployment.

DUTIES AND RESPONSIBILITIES Service Desk & Support

• Serve as first point of contact for all campus support requests via phone, remote/virtual, or in person.

• Provide welcoming, calm, and courteous customer service and technical assistance to resolve requests and incidents in a timely manner, both in-person and using remote assistance technologies.

• Track and follow up on unresolved issues in a prompt and friendly manner.

• Provide initial problem assessment and triage, appropriately escalating as needed to appropriate staff or managers.

• Log all requests and incidents in the ticketing system and follow related procedures.

• Create documentation, and provide input into policies, procedures, and technical practices. Identify areas of need and friction for classroom support and maintenance based on interactions with customers and day to day support activities.

• Provide training to faculty and staff on the use of classroom technologies and collaborate to develop and update related documentation.

• Provide feedback and advise on support implications for proposed changes to existing technology configurations.

• Assist and advise management on classroom technology needs and gaps including making recommendations on technologies, processes, and supplies.

• Respond to immediate technology support requests for classrooms, conference rooms, and event spaces.

• Provide support for campus events including consulting, setup, troubleshooting, support, and breakdown.

• Execute campus equipment checkout requests and returns following established procedures.

• Participate in inventory management and maintenance including adding, updating, and maintaining inventory records.

• Provide guidance to non-technical staff on the use of in classroom technologies, hardware, and software.

• Understand concepts related to networks, servers, PCs, Macs, mobile devices, and basic information security to facilitate troubleshooting.

• Participate in hiring, oversight, training, and day to day direction of student employees supporting the helpdesk and classroom maintenance needs.Desktop Management & Hardware Support

• Image computers and apply specialized software loads.

• Perform basic hardware and software upgrades, maintenance, and repair remotely and in-person; including: running diagnostic programs, troubleshooting problems, and implementing solutions.

• Assist with campus computer classroom/lab replacement.

• Perform regular classroom maintenance including technology replacement and upgrades.

• Track equipment for repair or warranty work; receive and process newly arrived assets, surplus old assets; update inventory for asset changes.

• Deploy new, repaired, and reimaged computers to faculty and staff, ensuring a good customer experience.

• Assist and advise management with identifying computing needs, gaps, processes, and policies for managing computers and computing spaces. Make recommendations to accommodate support staffing, equipment, and supplies.Communications & Teamwork

• Communicate project and operational status, updates and issues to management and keep team members informed. Advise on technical requirements needed to ensure successful project completion.

• Practice active listening skills and be respectful in all communications (verbal, non-verbal and written) to reduce conflicts, strengthen cooperation and foster understanding.

• Interpret and communicate information, ideas, and instructions clearly and accurately both verbally and in written materials intended for distribution.

• Effectively convey technical information to a non-technical audience.

• Work independently and collaboratively with manager and team members to create efficiencies, effectively complete work products, projects and meet deadlines.

• Contribute to a positive, efficient, and welcoming team environment by using excellent communication and collaboration skills, contributing to team projects, and promoting teamwork and shared learning. MINIMUM REQUIREMENTS

• One year experience as a Computer Support Technician II OR equivalent education/experience. ADDITIONAL REQUIREMENTS

• Experience providing customer service.

• Curiosity, and the desire to learn.

• Strong attention to detail and follow-through.

• Familiarity deploying and troubleshooting Windows and Mac operating systems.

• Experience with hardware troubleshooting and repair.

• Ability to work independently and in a team environment.

• Ability to learn new technologies and procedures as they are adopted. DESIRED QUALIFICATIONS

• Familiarity with desktop management tools and software.

• Experience in assisting customers with the use of new technologies.

• Understanding and familiarity with using ticketing systems to track issues.

• Experience in effectively triaging high-pressure support situations in a dynamic environment. CONDITIONS OF EMPLOYMENT

• 40 hours a week.

• Scheduled Saturday shifts and occasional overtime or off-hours time may be required.

• Duties are hands on and on-site is required.

• Work will be performed across UW Bothell campus and related locations. This role is required to walk/travel to other buildings and to provide support as needed.

• Shared space office environment.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.