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University of Washington SENIOR COMPUTER SPECIALIST in Seattle, Washington

Req #: 187474

Department: UW INFORMATION TECHNOLOGY

Appointing Department Web Address: http://www.washington.edu/uwit/employment/

Posting Date: 02/23/2021

Closing Info: Open Until Filled

Salary: Salary is commensurate with experience and education.

Shift: First Shift

Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academi-staff-20210208.pdf)

If you would like to find out more about what it is like to work for UW-IT, as well as to get a feel for our culture and our people, visit us at our employment website.

The University of Washington is following physical distancing directives from state and local governments as part of the collective effort to combat the spread of COVID-19. Click here for updates

“Onsite work” in the interim will vary for units and for specific positions and will be discussed with candidates during the interview process.

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 faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

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 UW’s 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.

UW-IT has an outstanding opportunity for a Senior Computer Specialist.

The UW Systems Access Management (UW SAM) Senior Computer Specialist of CSS is responsible for escalated UW-IT services support for the Technology Service Center (TSC). CSS provides support of technical services in support of the University's mission. This position provides support for HR, Risk Management, the Attorney General's Office (AGO), University Complaint Investigation and Resolution Office (UCIRO), and the Office of the Chief Information Security Officer (CISO) to ensure appropriate security for sensitive, critical work (bulkmail, spam/phishing, AAREQ, and DMCA). The UW SAM Senior Computer Specialist partners with UW-IT service teams in the development, design, and delivery of those services.

REQUIREMENTS: Bachelor’s Degree in in Computer Science, Information Management, Engineering, or related field.

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.

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.

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.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. DESIRED: Experience with self-supporting service models including billing for on-demand support.

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, eDiscovery concepts and tools, DocuSign workflow management.

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

ITIL Foundations V3 certification.

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 within Monday through Friday, 8 a.m.-5 p.m., the UW SAM Senior Computer Specialist will, on occasion, need to adjust hours to accommodate the business needs and deadlines. Attend and occasionally present at conferences.

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.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.

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