IT SUPPORT SPECIALIST

IT SUPPORT SPECIALIST

Req #: 193309 Department: UW BOTHELL Job Location: UW Bothell Posting Date: 07/19/2021 Closing Info: Closes On 08/02/2021 Salary: $4,215 - $5,672 Union Position: Yes Shift: First Shift Notes: As a UW employee, you will enjoy generous benefits and work/life programs.
For detailed information on Benefits for this position, click here. 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.

Located in the heart of the Puget Sound region, the University of Washington Bothell is one of the most dynamic public universities in the state of Washington. The campus is committed to increasing access to an excellent UW education and preparing students to be leaders throughout Washington and beyond.

UW Bothell provides students a participatory, cross-disciplinary experience grounded in hands-on learning, community-based research, close relationships with faculty as teachers and mentors, and the personalized support of staff who are dedicated to student success.

The campus offers more than 55 undergraduate and graduate degrees. Current enrollment is approximately 6,000 students. More than 90 percent of undergraduates are from Washington State, more than 40% are first-generation college attendees, and more than half are students of color.

The University values hiring faculty and staff who have demonstrated experience and ability to work successfully with diverse student populations and who can contribute to a campus culture that promotes equity among colleagues.

Diversity and inclusion are core values at UW Bothell. Our work begins with the acceptance and celebration of the differences that are represented through the many diverse and minoritized communities on our campus and in the surrounding community. We recognize that we are bound together in a collective experience and that our actions impact all in our community. When we focus on the lives of the most marginalized groups among us, we also create conditions of equity, justice and academic excellence for everyone.

The three priorities of the University’s current Strategic Plan - Increasing Access, Achieving Excellence are to: strengthen diversity and equity, enhance community and campus engagement, and advance cross-disciplinary teaching and scholarship.

In addition to having award winning faculty and staff, UW Bothell has been recognized for innovations in academic programming and support services designed to help students graduate on time and debt-free. It has also earned both recognition and awards for its work in the area of environmental sustainability.

The IT Support Specialist helps to produce and maintain an excellent teaching, learning, research and computing environment for UW Bothell. Internally, success depends on teamwork and collaboration. All team members work collaboratively to resolve support requests and continually grow the skills necessary to assist with team responsibilities. The Technology Support Team is responsible for delivering a comprehensive array of services to help students, faculty, and staff at UW Bothell to accomplish our goals for teaching, learning, research, and administration. An excellent helpdesk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must be customer-oriented and patient to respectfully work with a diverse user base. Other key competencies include learning skills, problem-solving skills, adaptability, planning and organizing, high attention to detail, and stress tolerance.

RESPONSIBILITIES

Service Desk & Support:

• Serve as the first point of contact for all campus support requests via phone, remote/virtual, or in-person
• Provide excellent customer service and technical assistance to resolve requests and incidents in a timely manner
• Provide root-cause analysis, escalate issues as needed
• Log all requests and incidents in the ticketing system and follow related procedures
• Create documentation, knowledge base articles, and provide input into policies, procedures, and technical practices.
• 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
• Conduct campus training on classroom technologies, hardware, and software
• Understand concepts related to networks, servers, PCs, Macs, mobile devices to facilitate troubleshooting

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
• Advise customers regarding hardware purchase requests and assist with campus computer classroom/lab replacement
• Perform regular classroom maintenance including technology replacement and upgrades
• Track equipment for repair or warranty work; track newly arrived assets, surplus old assets; update inventory for asset changes

Communications & Teamwork:

• Communicate project and operational status, updates and issues to management and keep team members informed.
• 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.

MINIMUM REQUIREMENTS:

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

ADDITIONAL REQUIREMENTS:

• Experience involving the use of computerized information systems
• Experience providing customer service
• Curiosity, and the desire to learn
• Strong attention to detail and follow-through
• Familiarity troubleshooting Windows or Mac operating systems
• Experience with hardware troubleshooting and repair
• Ability to work independently and in a team environment
• Demonstrated experience in working with diverse constituents including students, faculty and staff

DESIRED:

• Familiarity with desktop management tools and software
• Familiarity with ITIL concepts
• Experience in assisting customers with the use of new technologies
• Experience in effectively handling high-pressure support situations in a dynamic environment, on the phone, via email, and in-person

CONDITIONS OF EMPLOYMENT:

• 40 hours a week Monday through Friday some evening and weekend work may be required; occasional overtime
• Open workspace environment

Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Workforce Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .



Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is a leader in environmental stewardship & sustainability , and committed to becoming climate neutral.

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

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu .