IT 4 IT SUPPORT SPECIALIST

$10,675 - $86,376/Yr

University of Washington - Bothell, WA

Full-time - Entry Level

Bothell, WA

10,001+ employees

Educational Services

About the position

As an IT Support Specialist at the University of Washington (UW), you will play a crucial role in providing comprehensive hardware and software support to the staff of UW-IT. This position is part of the User Consulting & Support (UCS) group within UW-IT, which serves as the dedicated liaison and customer advocate between UW-IT and the University community. Your primary responsibility will be to ensure that faculty, staff, and students receive prompt and effective assistance in utilizing UW systems and applications. You will be involved in managing the entire lifecycle of hardware assets, from procurement to disposal, ensuring efficient and secure operations throughout. In this dynamic and complex environment, you will be expected to leverage your technical skills to support various services, including Managed Workstation Services, Online Productivity Platforms, Software Licensing and Distribution, and Email Support. You will also coordinate with the MWS team for configuration, installation, and delivery of hardware, ensuring compliance with UW procurement policies and streamlining the hardware acquisition process. Your role will involve performing regular checks and updates on hardware to maintain optimal functionality and security, as well as assisting in the management of asset information and inventory systems. The position requires strong communication and customer service skills, as you will engage in communication and customer/user experience design activities. You will also participate in documentation and knowledge management, metrics and reporting, and support conference room hardware and software, including troubleshooting AV connectivity issues. Your ability to work collaboratively with various teams and stakeholders will be essential in this role, as you strive to enhance user experience and ensure successful issue resolution.

Responsibilities

• Provide hardware and software support for UW-IT staff, including troubleshooting and repair services.
• Manage hardware requests, procurement, deployment, maintenance, and retirement/disposal processes.
• Ensure compliance with UW procurement policies and streamline the hardware acquisition process.
• Perform regular checks and updates on hardware to maintain optimal functionality and security.
• Coordinate with the MWS team for configuration, installation, and delivery of hardware.
• Support and ensure accessibility software provided by the UW is usable by those who need it.
• Assist in the management of asset information and inventory systems.
• Engage in communication and customer/user experience design activities.
• Participate in documentation/knowledge management and metrics & reporting.
• Support conference room hardware and software, including troubleshooting AV connectivity issues.
• Outlook and exchange set up and support including delegation.

Requirements

• Bachelor's 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, 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.

Nice-to-haves

• 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 user's information.

Benefits

• Generous benefits and work/life programs.
• Opportunities for professional development and growth.
• Inclusive and equitable working environment.