Computer Support Technician 2-2

University of Washington Medical Center•Seattle, WA

2d•$53,400 - $71,796•Onsite

About The Position

The College of Arts & Sciences Dean’s Office is seeking to fill a Computer Support Technician 2 position. The computing environment served by this position is complex along several dimensions and the successful candidate will collaborate with the IT team to thoughtfully blend central standards and guidelines with local expertise and requirements to create an environment that is stable and reliable yet provides flexible service. We are seeking a well-rounded, service-oriented individual with strong verbal and written communication skills, creativity, and energy to support the computing needs of a primarily non-technical user base. Working within a team environment, this position will provide support for a combination of systems including remote and on-site computing, printing, and networking. The supported departments include the departments across the College of Arts & Sciences as well as executive leadership in the college.

Requirements

One year of experience as a Computer Support Technician I and/or experience may substitute for minimum qualifications.
Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Manager.

Nice To Haves

Previous customer service and/or help desk experience
Strong verbal and written communications skills
Bachelors’ degree. Equivalent experience may substitute for the educational requirement
Cross-cultural competence
Compassion for non-technical users, their challenges, and their need for simplicity
Strong organizational and task-management / prioritization skills
Experience installing, configuring, maintaining, and troubleshooting computer systems and software
Experience in the principles, practices, and techniques used in developing and maintaining complex systems
Familiarity with one or more of the following: Databases, Linux, remote computing, MS Office (O365 online and on-premises) , Exchange email, UW G-suite, Cloud Computing, Adobe Creative Cloud

Responsibilities

Coordinate repair scheduling, service requests, records maintenance, service contracts, user accounts, security, and workstation configurations.
Install and configure newly acquired PC’s, LAN workstations and various software packages.
Use diagnostic tools and troubleshooting processes to determine if problems are due to equipment, network or application errors; refer complex problems to hardware maintenance, software support or vendor support services.
Support end-user systems including desktop computer, peripherals (printers, scanners, removable drives, media readers).
Assist users in the use of a variety of hardware devices and software packages; troubleshoot and resolve problems such as board swapping and revising configuration settings to allow hardware and software operability.
Document and maintain records on hardware and software configurations, network performance and configurations.
Write, maintain and update users' manuals, system support manuals and other types of documentation.
Work with software and hardware vendors to save staff time and resolve technical issues.
Train users on specific packaged software applications.
Assist faculty with teaching aids, materials and equipment associated with classroom instruction.
Perform research and provide information to management regarding new technology and equipment.
Ensure compatibility with central UW computing systems and standards, including a focus on systems security.
Support audio/visual/teleconference equipment for meetings and functions
Keep current with campus standards, technology developments and College guidelines to ensure that the highest standards of reliability, performance and security are implemented.
Follow procedures and policies pertaining to the systems and its user base.
Provide responsive end-user support for basic technology and application questions and problems.
Communicate clearly and in a timely fashion when escalating issues to appropriate team members or vendors.
Track requests and follow up with users to confirm effective resolution.
Provide ad hoc reporting of support problems/request documentation.
Provide flexible, timely and efficient resolution to customer issues.
Troubleshoot customer problems (remotely) with using Remote Desktop or Zoom Support on Mac and PC platforms.
Provide occasional, impromptu training for users, faculty, and staff.
Participate in occasional planned work outside of normal work hours/days.
Ensure departmental personal computers receive updates and patches in a timely fashion.
Troubleshoot departmental email and calendar issues.
Maintain inventories of computer equipment and network diagrams.
Move equipment as directed.
Other duties as assigned.