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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, as well as the separate Emergency Management team, are the Business Intelligence & Information Technology group and the Finance & Administration group.
The Facilities IT team has an outstanding opportunity for an IT Service Desk Specialist to provide hardware and software support to end-users, including complex problem analysis and resolution, assess client needs and recommend software and hardware solutions, and conduct system administration, including systems analysis, complex problem solving and development of metrics and reports. This position involves new technology research, client consultations, acquisition recommendations, Active Directory and network administration, systems security management, process analysis and improvement, conducting service level analysis and formulating metrics, and initiating timely responses to urgent client needs.
This position is responsible for successfully supporting users and administering custom applications that are critical to a large number of external clients and to UW Facilities, a large and complex service department, broad responsibilities supporting the buildings and fulfill the university’s academic, administrative, and research mission.
This position works closely with departmental managers, supervisors and staff to evaluate their needs and provide creative solutions to complex problems; adapt or integrate existing systems; analyze and improve IT support processes; and identify and recommend new equipment, software, or other technology to meet their needs. This position is essential to the day-to-day operations of UW Facilities staff enabling their connection to business critical applications, technology tools and assuring the performance of their network attached devices. The technologies supported by this position enable campus emergency response and business continuity, and operational effectiveness.
Duties & Responsibilities:
Technical Support (50%):
•Manage deployment and configuration technologies supporting a diverse fleet of desktop and laptop systems. Technologies supported by these solutions include authentication for groups and user account management, security, update and configuration support for active directory domain services. •Prepare tablets and cell phones for deployment as needed. •Document, track, and manage support requests received via telephone, online application, email and in-person. •Participate in the request lifecycle through documentation of support activities, workarounds, resolutions, and closing remarks. Follow up on customer requests within requested timelines. •Ensure satisfaction of customers and follow norms for handling change requests, service requests, and incidents. •Set and maintain workflow management standards and practices for request intake on modern service management platform. Identify common issues and other opportunities for automation, efficiency, and process improvement. Engage with operations, development, and data analysis teams to establish robust knowledge transfer and tracking.
•Consult with Department members and clients to identify hardware and software needs. •Research, recommend, and coordinate purchases based on the identified needs. •Assist with development, testing, maintenance, and implementation of system builds ensuring efficiency, consistency, and compliance with build standards. •Assist in developing, maintaining, and implementing departmental hardware and software inventory. •Actively monitor systems and assist with identifying potential service disruptions. •Provide technology training for Facilities staff across multiple disciplines and trades.
Security and Compliance (10%):
•Research and identify potential security risks. •Recommend and implement remediation to ensure compliance with state and federal Information Technology regulations. •Consult with users to ensure compliance with UW Cybersecurity best practices. •Apply policies and procedures regarding identity and access management.
Professional Development and Growth (5%):
•Stay current on emerging technologies by reading industry publications, attending seminars and classes, developing relationships with vendors and peers, evaluating software and products. •Share this knowledge with colleagues so that others may incorporate into their solutions. •Demonstrate accountability for own professional growth and competency by seeking opportunities and activities that provide for skill development and self-improvement. •Receives regular training in all health/safety and security procedures; Reports potentially unsafe conditions. •Maintains regular and predictable attendance for the purpose of fulfilling job requirements efficiently and effectively.
Other Duties as Assigned (5%)
•Demonstrate 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. •Maintain a positive, optimistic and success-oriented attitude. •Exercise professional demeanor, which includes being tactful and courteous. •Exhibit a professional work ethic. •Continuously promote a safe work environment.
•Bachelor’s degree in Information Technology or Computer Science and two to three years of relevant experience. •Excellent interpersonal and customer service skills, good organizational skills, and good verbal and written communication skills. •Experience directly supporting end-users and accounts in an Active Directory domain environment. •Proven ability to write clear end user documentation. •Proven strong customer service orientation and the ability to work positively with diverse users. •Demonstrated experience showing initiative to identify, prioritize, and resolve problems. •Expertise with Microsoft Office products. •Strong experience with system management and deployment technologies. •Demonstrated understanding of TCP/IP networks and network troubleshooting techniques. •Ability to work independently while remaining a team player. •Ability to remain calm in difficult and stressful situations.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
•Experience supporting business environments in higher education, building management, and/or construction. •Advanced knowledge/experience with Microsoft System Center Configuration Manager. •Advanced knowledge of Microsoft SharePoint. •ITIL v3 or v4 Foundation Certification or willingness to certify within one-year of employment •A+ and/or Security+ certification •Experience writing processes and/or technical documentation •Background working in an agile project management framework. •Must be able to efficiently and effectively travel locally to alternate work sites as needed •Emergency response may be required during hours beyond standard business hours including weekends •Must be able to lift and move computers, monitors and technology weighing up to 50lbs. •Must be able to work in a non-smoking environment
Conditions of Employment:
•Regular and predictable attendance
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.
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.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.