IT Technician/Service Desk Technician

University of Washington•Seattle, WA

8d•Hybrid

About The Position

The IT Technician/Service Desk Technician (Job Profile: Computer Support Technician 2) provides comprehensive hardware and software support to end-users and functions as both a Tier-1 and Tier-2 Service Desk resource. This position delivers advanced troubleshooting and escalation support while also handling front line service desk requests as needed to ensure consistent coverage as operational needs require. The role assists with School of Medicine systems and applications through basic Active Directory administration, intranet access and content updates, security and compliance support, systems monitoring, and participation in Service Desk process improvement initiatives. This position is responsible for successfully supporting users and providing operational support for custom and vendor applications that are critical to a large number of external clients and to UW Medicine’s multi-lateral academic, administrative, and research mission. The ideal candidate will possess strong technical skills across a broad range of endpoint, application, and support technologies. This position works collaboratively with School of Medicine managers, supervisors, and staff to understand support needs, resolve issues efficiently, and identify opportunities to improve Service Desk processes. The role contributes to maintaining and enhancing established service standards to ensure reliable, high-quality IT support for the School of Medicine and its affiliated departments and programs.

Requirements

One year of experience as a Computer Support Technician I
Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration
Excellent interpersonal, customer service, and communication skills, with the ability to work effectively with diverse users from clerical to executive levels
Progressive experience supporting end-users in an Active Directory domain environment, including basic user and group administration
Proven ability to write clear and accurate technical documentation
Demonstrated experience showing initiative to identify, prioritize, and resolve problems
Knowledge of Windows client operating systems and basic familiarity interacting with Windows Server environments
Proficient knowledge of Microsoft 365 and related productivity applications
Experience working within ITIL-aligned Service Desk processes and ticketing systems such as ServiceNow
General understanding of TCP/IP networks and network troubleshooting techniques
Ability to work independently while remaining an effective team member
Ability to remain calm in difficult and high-pressure situations

Nice To Haves

Functional knowledge of Microsoft Endpoint Configuration Manager
Experience with enterprise document management systems used within academic or healthcare environments
Functional knowledge of the Drupal content management platform
Experience with operating system deployment technologies such as MECM or MDT
ITIL v4 Foundation Certification or willingness to certify within one-year of employment
Previous experience supporting executive-level or academic leadership environments in higher education
Familiarity with Active Directory Certificate Services, certificate auto-enrollment, and certificate-based authentication
Familiarity with the IGEL Operating System
Experience with troubleshooting enterprise VPN technologies (such as certificate-based, SSL, or IPsec VPNs)

Responsibilities

Coordinate and manage service requests through the Service Desk ticketing system, including hardware repairs, account-related tasks, and workstation configuration changes, while maintaining accurate records and service documentation
Use diagnostic tools and structured troubleshooting processes to identify whether issues stem from hardware, network, or application problems, and escalate complex issues to internal teams or vendor support as appropriate
Assist users with a variety of hardware devices and software applications by diagnosing issues, resolving configuration problems, and coordinating vendor-supported hardware repairs as needed
Deploy, configure, and support desktops and laptops, including operating system and application installation using Microsoft Endpoint Configuration Manager (MECM)
Provide targeted end-user training and onboarding support for standard productivity tools (such as Microsoft 365 and OneDrive), including recurring training for new medical students as required
Use basic scripting and command-line tools (such as PowerShell) to automate or simplify routine support and administrative tasks
Administer and manage user and group-based access to file servers and print services using Active Directory, in accordance with security and access standards
Support endpoint security and compliance requirements by following established policies and procedures for access control, device configuration, and data protection
Manage user access and maintain content within the School of Medicine Drupal Intranet
Maintain accurate documentation and records related to hardware and software configurations, network settings, and support procedures, including user and system manuals
May perform research and provide recommendations related to new technology, tools, or Service Desk process improvements
May direct the work of student assistants as needed
Perform related duties as required