Experience Inc. Jobs

Req #: 236403

Department: UW INFORMATION TECHNOLOGY

Appointing Department Web Address: https://itconnect.uw.edu/uwit

Posting Date: 07/03/2024

Closing Info: Open Until Filled

Salary: $7,198 - $10,675 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/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230119_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 is Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

As a member of the UW staff, you possess a distinctive chance to contribute to the preservation, advancement, and global dissemination of knowledge, thereby impacting lives within our campuses, across our state, and around the world. UW employees bring forth their limitless energy, creative problem-solving abilities, and unwavering dedication to foster stronger minds and contribute to creating a healthier world.

UW is committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service.

UW-IT is a dynamic and complex environment serving a customer base of over 100,000 people, spanning diverse cultures, work environments, and geographical locations. The User Consulting & Support (UCS) group operates within the Customer Experience division of UW-IT and serves as the dedicated liaison and customer advocate between UW-IT and the University community. Our core objective is to provide technical assistance and support to UW faculty, staff, and students by ensuring seamless utilizations of UW systems and applications.

UCS prioritizes a customer-centric approach, amplifying the voice of the customer throughout UW-IT. We collaborate extensively with service owners and managers, actively seeking input to develop strategic solutions based on the evolving demands of our user community. Our commitment to excellence is reflected in our ongoing efforts to enhance user experience, as measured by key performance indicators such as customer satisfaction, response times, and successful issue resolution.

Position Complexities:

The UCS team is a dynamic group encompassing various services specializing and providing support and troubleshooting for faculty, staff, and students and ensuring that they receive prompt and effective assistance in the following areas: Managed Workstation Service, Online Productivity Platforms, Software Licensing and Distribution, Executive Support, Email Support, Web Hosting Support and other customer facing services.

The IT Support Specialist for this role will mostly be focused on providing comprehensive hardware and software support to the staff of UW-IT. This role includes managing the entire lifecycle of hardware assets, from procurement to disposal, and ensuring efficient and secure operations. The specialist will also support the Managed Workstation Services (MWS) team and ensure clear differentiation between MWS and IT for IT services. The following skills are expected to be leveraged in this position

Key Responsibilities: Provide hardware and software support for UW-IT staff, including troubleshooting and repair services. Manage hardware requests, procurement, deployment, maintenance, and retirement/disposal processes. Ensure compliance with UW procurement policies and streamline the hardware acquisition process. Perform regular checks and updates on hardware to maintain optimal functionality and security. Coordinate with the MWS team for configuration, installation, and delivery of hardware. Support and ensure accessibility software provided by the UW is usable by those who need it. Assist in the management of asset information and inventory systems. Engage in communication and customer/user experience design activities. Participate in documentation/knowledge management and metrics & reporting. Support conference room hardware and software, including troubleshooting AV connectivity issues. Outlook and exchange set up and support including delegation

Qualifications: Experience in IT support and technical troubleshooting. Familiarity with hardware lifecycle management and IT procurement processes. Strong communication and customer service skills. Ability to work collaboratively with various teams and stakeholders. Proficiency in managing service requests and vendor relationships. Understanding of IT service management principles and best practices. Experience supporting Microsoft Windows Operating systems, Active Directory, Azure Active Directory/Entra ID, Intune, PowerShell scripting, shared file services and access control via group. Windows client and desktop support Performs technical evaluations, installations and maintenance and troubleshooting of desktop software. Knowledge of Mac operating systems Comfortable providing support to AVPs and other leadership positions

REQUIREMENTS:

• Bachelor’s Degree in Computer Science, Information Management, Engineering or related field or experience.

• Minimum three years’ experience providing direct customer support in an enterprise help desk or service desk environment responsible for self-service, request fulfillment, incident management, problem and change resolution.

• Demonstrated broad knowledge of hardware and software technologies with experience supporting a variety of productivity and email solutions for Microsoft Windows and Apple Macintosh systems for a diverse customer base consisting of personnel with various skill levels and technical backgrounds.

• Demonstrated knowledge of Office 365 products, including; Exchange Online as well as OneDrive for Business, SharePoint Online, and the full suite of Microsoft office products

• Demonstrated knowledge of G-Suite or Google Collaborative applications, Google Drive, Team Drives, and the Google Apps store

• Demonstrated Knowledge of delegated Organization Units, working with desktops in that type of environment, computer hardware knowledge, and troubleshooting and repair of desktops in a managed workstation environment

• Experience with and demonstrated understanding of handling confidential material.

• Demonstrated ability to work with minimal supervision both independently and in a collaborative team environment.

• Demonstrated experience working in a fast-paced environment; ability to manage varied workload under pressure and time constraints, including escalation when appropriate.

• Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.

• Demonstrated ability to communicate on technical subjects effectively with non-technical faculty and staff.

• Demonstrated excellent customer service skills driven by a desire to empower customer success and strong problem ownership orientation. DESIRED:

• Demonstrated ability to collaborate with diverse groups of co-workers, colleagues and customers across multiple organizations while under the policies and constraints of a large public entity.

• Experience working in a service-oriented organization.

• ITIL Foundations V3 certification.

• Experience with self-supporting service models including billing for on-demand support.

• Experience tracking and responding to KPIs and other metrics-based productivity analysis.

• Experience with Microsoft Windows Active Directory, Powershell scripting, shared file services and access control via groups, Unix tools, spreadsheet and wiki applications, and an enterprise-level Service Management tool such as ServiceNow

• Experience automating or improving recurring tasks, e.g. imaging workstations, using or writing powershell to query a database for multiple user’s information CONDITIONS OF EMPLOYMENT Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are Monday through Friday, 8 a.m.-5 p.m., the Senior Computer Specialist will, on occasion, need to adjust hours to accommodate business needs and presentation deadlines.Job requires this position to be in office up to 4 days a week depending on workload. Application Process: The application process 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 Work 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.

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.