Computer Support Analyst 2 (Intermittent)

University of Washington•Seattle, WA

3d•Hybrid

About The Position

The University of Washington Athletics IT Operations Department is seeking an Intermittent Computer Support Analyst 2 to join their team. This position is responsible for the technical operations and maintenance of software and hardware supporting business operations, venues, and events within the Intercollegiate Athletics Village. The role involves providing day-to-day helpdesk support (on-site and virtual) for over 250+ PC/Apple desktops and laptops, as well as offering technical support and technology coordination for live events.

Requirements

Three years of experience in programming and/or computer support services of a technical nature OR one year of experience as a Computer Support Analyst 1.
Thorough knowledge of service desk management and customer service.
Competent level of knowledge in Windows 95 through Windows 10.

Nice To Haves

One to three years of experience in computer desktop support or an equivalent education/experience.
A+ certification
Venue management experience
ITIL V3
Service Now exposure
Experience with Athletic operations and support.
Studies in MIS or a related field
Support within a medium-large enterprise network system.

Responsibilities

Coordinate with facility and event operation departments and external clients by providing technical and operational input and assistance to ensure successful execution of business operations and events.
Evaluate software applications.
Develop and implement preventive maintenance techniques and procedures for all technical services and systems.
Provide recommendations and input to management for leveraging technology and performance to produce revenue opportunities.
Interface with the IT team to ensure systems are working properly across networks.
Work directly with tech support for various software applications.
Provide training on software applications and operating systems; write and maintain user documentation.
Provide tiers one and two support for the Service Desk.
Maintain development and programming for Active Directory, SharePoint, MS Exchange, and proprietary software applications (e.g., Paciolan).
Maintain IPTV software and hardware.
Provide programming support for internal data systems and develop scripting protocols.
Maintain inventory records on hardware and software configurations utilizing Asset Management software.
Install, image, and configure workstations with departmental software.
Maintain accurate and complete files, records, and other documents relating to assigned responsibilities.
Administer documentation of changes made to all systems.
Prepare and submit required reports, including event activity, contractor performance, equipment maintenance and repair, to management.
Troubleshoot various on-premises and cloud-based databases.
Support enterprise-based applications such as print servers.
Interface directly with UW Video, Pac-12, and other broadcasting personnel for the successful outcome of game-day A/V production operations.
Support the game day operation of the headsets for the FB Coaches (CoachComm).
Ensure network connectivity is provided to the Score's table, wireless throughout the venue, and that the wireless connection for the ticket system is up and functional.
Work directly with the Sport Information Directors and statisticians to ensure machines are in working order and connectivity is working.
Oversee all aspects of the patch bay coordination for broadcasters in support of events at the stadium and event center.
Work directly with statisticians, event management, and media personnel to ensure a successful game day event.
Troubleshoot various systems/software including POS, Ticketing, Video, Audio, Production/Broadcast, and general sports technology.
Support staff and general operations.
Provide support for the internal ticketing system and fund development donor system.
Provide support for Microsoft Server.
Provide technical support to computer users in the use of a variety of application software packages and respond to hardware and software problems with corrective measures.
Train users on specific software applications.
Perform network administration, optimizing networks, troubleshooting issues, working with vendors and tenants to configure ports to the proper VLANs, auditing current port usage, evaluating monitoring solutions, as well as switch options.
Apply and install software patches to eliminate operating errors.
Construct, repair, and troubleshoot departments PC & Mac’s.
Connect computers to the wired network.
Provide server, switch, and controller support.
Liaise with network engineers to configure ports.
Develop a working knowledge of associated technical services and hardware in order to manage and operate all systems.
Recommend, justify, and manage the purchasing of new hardware.
Review and make recommendations to management on the technical services asset replacement plan.
Perform layer one support troubleshooting.
Recommend and secure the selection of service contractors for essential technical software services & systems.
Perform related duties and special projects as assigned.