Senior Computer Specialist

Req #:	212298
Department:	UW INFORMATION TECHNOLOGY
Appointing Department Web Address:	https://www.washington.edu/uwit/
Job Location:	Seattle - Other
Posting Date:	09/06/2022
Closing Info:	Open Until Filled
Salary:	Salary is commensurate with experience
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.

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 is Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UWs IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service.

UW-IT Customer Service & Support (CSS) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CSS operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions.

The Senior Computer Specialist of Customer Service and Support (CSS) is responsible for providing extended support to customers of UW-IT services. The CSS division within UW-IT, provides support for a catalog of services that are aligned with the Universitys overall mission. This position provides support both in person and remotely for customers of services provided by or through UW-IT including online collaboration tools (Microsoft, Google), Microsoft Office Suite, MS Exchange email and calendaring, VPN services, enterprise storage services, and software distribution including anti-virus software. The Senior Computer Specialist partners with UW-IT service teams in the development, design and delivery of those services.

REQUIREMENTS

Bachelors Degree in Computer Science, Information Management, Engineering or related field or experience.

Minimum three years experience providing direct customer support in an enterprise help desk or service desk environment responsible for self-service, request fulfillment, incident management, problem and change resolution.

Demonstrated broad knowledge of hardware and software technologies with experience supporting a variety of productivity and email solutions for Microsoft Windows and Apple Macintosh systems for a diverse customer base consisting of personnel with various skill levels and technical backgrounds.

Demonstrated knowledge of Office 365 products, including; Exchange Online as well as OneDrive for Business, SharePoint Online, Skype for Business and the full suite of Microsoft office products

Demonstrated knowledge of G-Suite or Google Collaborative applications, Google Drive, Team Drives, and the Google Apps store

Demonstrated Knowledge of delegated Organization Units, working with desktops in that type of environment, computer hardware knowledge, and troubleshooting and repair of desktops in a managed workstation environment

Experience with and demonstrated understanding of handling confidential material.

Demonstrated ability to work with minimal supervision both independently and in a collaborative team environment.

Demonstrated experience working in a fast-paced environment; ability to manage varied workload under pressure and time constraints, including escalation when appropriate.

Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.

Demonstrated ability to communicate on technical subjects effectively with non-technical faculty and staff.

Demonstrated excellent customer service skills driven by a desire to empower customer success and strong problem ownership orientation.

DESIRED

Demonstrated ability to collaborate with diverse groups of co-workers, colleagues and customers across multiple organizations while under the policies and constraints of a large public entity.

Experience working in a service-oriented organization.

ITIL Foundations V3 certification.

Experience with self-supporting service models including billing for on-demand support.

Experience tracking and responding to KPIs and other metrics-based productivity analysis.

Experience with Microsoft Windows Active Directory, PowerShell scripting, shared file services and access control via groups, Unix tools, spreadsheet and wiki applications, and an enterprise-level Service Management tool such as ServiceNow

Experience automating or improving recurring tasks, e.g. imaging workstations, using or writing PowerShell to query a database for multiple users information

CONDITIONS OF EMPLOYMENT
Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are Monday through Friday, 8 a.m.-5 p.m., the Senior Computer Specialist will, on occasion, need to adjust hours to accommodate business needs and presentation deadlines.
This is an essential position and is required to report to work remotely when UW suspends operations.

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 assessments 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.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.