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Req #: 233542
Department: UW FACILITIES: BUSINESS INNOVATION & TECHNOLOGY
Appointing Department Web Address: https://facilities.uw.edu/
Posting Date: 04/24/2024
Closing Info: Open Until Filled
Salary: $6,308 - $6,720 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 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 Facilities manages the University’s buildings, infrastructure and land, with more than 1,100 employees in a variety of fields. The Asset Management group includes Capital & Space Management, Real Estate, Sustainability and other teams responsible for planning and workload management. The Operations group includes Project Delivery, Maintenance & Construction, Campus Utilities & Operations, Building Services, Transportation Services and Safety. Supporting these groups are the Business Intelligence & Information Technology group and the Finance & Administration group.
We have an outstanding opportunity for a Service Desk Specialist .
Under the general direction of the IT Operations Manager as a member of the BIT service desk team, this position will manage, administer, maintain, and document the Building Services overall technology strategy. Responsibilities also include providing specialized technology support, recommendation and acquisition of approved equipment and supplies, consultation and coordinating training for the Building Services unit as well as serve the broader UW Facilities unit’s needs enabling them to complete their duties using technology. The Senior Computer Specialist provides end-user hardware and software support by email, phone, and in-person to the Facilities staff it supports, and in some cases campus personnel outside of UW Facilities.
Responsibilities:
Technology (65%)
• Involved in custodial program planning, development, and system analysis to guide the Director with respect to ensuring that Building Services is operationally current and efficient. • Create timely and accurate detailed requirements analysis to assess, configure, and deploy specialized hardware and software for Building Services following the University’s best practices. • Consult and participate in internal and/or enterprise project and initiatives. • Performs expert level technical evaluation, installation, maintenance, and support of all computer systems software. • Perform a variety of complex computer system related activities including system administration, and system security management. • Provide expert level on-site computer consulting and drop-in office hours for Building Services staff. • Assess the customer technology needs, provide recommendations, and coordinate purchases. • Manage user accounts and groups. This includes shared network folder structure guidance to users and CAAMS support. • Support mobile devices, including but not limited to tablets and UW-owned mobile phones. • Document, track, and manage support requests received via email, phone, or in-person. • Assist in developing and maintaining departmental hardware and software inventory. • Monitor systems and assist with identifying potential service disruptions. • Research, identify, and communicate potential security risks and consult with users to ensure with UW Cybersecurity best practices. • Emergency response may be required during hours beyond standard business hours including weekends. • Ensure customer satisfaction by providing successful and timely resolution of all support requests. • Communicate with other IT teams to triage, troubleshoot, resolve, and/or escalate issues.
Training and Documentation (10%)
• Provide technology training for Building Services staff across multiple disciplines and trades. • Document all parts, supplies, and systems purchased to assure invoices are paid, deliveries are made, and data is collected and stored properly. • Document policies and processes for the team, including self-help guides for customers. • Cross-train with and for other BIT support staff. • Create, coordinate and provide targeted training on unit specific technology platforms and tools, and support integrated training program for Building Services staff professional development.
Vendor Relationship Support (5%)
• Build and maintain external vendor relationships and troubleshoot for escalated issues or initial resolution for high-risk scenarios. • Collaborate with Building Services stakeholders, external system vendors, and IT partners to align system needs with Building Services and IT policies and procedures to meet department requirements.
Compliance (10%)
• Apply policies and procedures regarding identity and access management. • Comply with all the University’s health, safety, and security procedures and report any deviations.
Professional Development (5%)
• Stay current on emerging technologies by reading industry publications, attending seminars and classes, developing relationships with vendors and peers, evaluating software and products. • Demonstrate accountability for own professional growth and competency by seeking opportunities and activities that provide for skill development and self-improvement. • May require overnight and/or out of state travel.
Other duties as Assigned (5%)
Core Competencies:
• Exhibits a strong sense of cultural competency. • Promote and maintain a culture that prioritizes diversity, equity and inclusion. • Teamwork and collaboration. • Communication and teaching. • Personal integrity and trustworthiness. • Manage stressful situations and changing priorities effectively. • Anticipate, recognize, and resolve problems. • Be responsible and accountable. • Use organizational skills and provide attention to details. • Service oriented mindset. • Exercise professional demeanor, which includes being tactful and courteous. • Exhibit a professional work ethic. • Maintain regular and predictable attendance. • Continuously promote a safe work environment • Maintain a positive, optimistic, and success-oriented attitude.
Requirements include:
• Bachelor’s degree in Information Technology or Computer Science. • Two to three years of relevant experience. • Hands-on experience supporting computer hardware, software, networks, conference room equipment. • Experience with a variety of platforms including Microsoft, Apple, HP, Avaya, and others. • Exceptional customer service skills, organizational skills, and verbal and written communication skills. • Understanding of TCP/IP networks and network troubleshooting skills. • Willingness to learn new technologies and adapt to changes • Valid driver’s license for the state of Washington.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Desired:
• Experience supporting business environments in higher education, building management, and/or construction. • Experience supporting software rollouts for a large organization. • Experience with Microsoft SCCM. • MS SharePoint experience. • MS Teams experience. • ITIL v3 or v4 Foundation certification or willingness to certify within one year of employment. • CompTIA A+ / Network+ / Security+ certification. • Microsoft certifications. • Experience teaching and facilitating small to medium sized groups or classes. • Excellent written and verbal skills and experience including the ability to write, edit and proof business documents and training materials. • Comfortable speaking to a wide variety of audiences.
Conditions of Employment:
• Must be flexible to deal with emergency situations, meetings or other scheduled work that may fall outside normal hours, including weekends. • Must be able to work in a non-smoking environment. • Regular and predictable attendance is required. • Must be able to move/lift 40 pounds. • Must be able to walk long distances around campus
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 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.