IT SUPPORT SPECIALIST
Closes On 08/02/2021
$4,215 - $5,672
a UW employee, you will enjoy generous benefits and work/life
For detailed information on Benefits for this position,
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
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.
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
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.
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
• 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
• 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
• 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
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
• Work independently and collaboratively with manager and team
members to create efficiencies, effectively complete work products,
projects and meet deadlines.
• One year experience as a Computer Support Technician II OR
• Experience involving the use of computerized information
• Experience providing customer service
• Curiosity, and the desire to learn
• Strong attention to detail and follow-through
• Familiarity troubleshooting Windows or Mac operating
• 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
• Familiarity with desktop management tools and software
• Familiarity with ITIL concepts
• Experience in assisting customers with the use of new
• Experience in effectively handling high-pressure support
situations in a dynamic environment, on the phone, via email, and
CONDITIONS OF EMPLOYMENT:
• 40 hours a week Monday through Friday some evening and weekend
work may be required; occasional overtime
• Open workspace environment
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
committed to becoming climate neutral.
University of Washington is an affirmative action and equal
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 firstname.lastname@example.org