Salary is commensurate with experience and education.
As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
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 (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, 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 and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service.
UW-IT has an outstanding opportunity for an Enterprise Service Center Representative of Customer Service and Support.
Customer Service & Support provides 24x7 information technology help for faculty, staff, and students. This UW-IT division operates the strategic help desk assisting the UW community with requests for help, services and UW-IT Service Catalog offerings; monitors and troubleshoots University systems and applications; works with UW partners to develop strategic technology solutions; and manages campus software licensing.
The Enterprise Service Center Representative of Customer Service and Support (CSS) reports to the UW-IT Enterprise Service Desk Manager and is responsible for providing customer support for the enterprise technology services within the context of the UW-IT Service Center. CSS provides support of technical services to the University of Washington's three campuses, and our global departments and researchers, in support of the University's mission.
The UW-IT Service Center includes approximately 9 professional staff and 35 student staff. The Enterprise Service Center Representative provides tier-1 support for the UW NetID system including 100+ categories of customers, eight classes of UW NetID's, and all services listed in the UW-IT Service Catalog. Decisions made by the Enterprise Service Center Representative have a significant impact on (both the services we support as well as the UW customers depending on those services).
UW-IT is a dynamic and complex environment serving a customer base of over 100,000 people, spanning diverse cultures, work environments, and geographical locations. Each CSS staff member is engaged in several projects simultaneously, requiring excellent communication, leadership, and personal interaction.
Bachelor's degree in computer science, information technologies or related degree program
Minimum of two years relevant experience in an enterprise help desk or service desk environment responsible for self-service, request fulfillment, incident management, problem and change resolution.
Experience working with computer support, identity management, data networking, and telephony.
Demonstrated ability to work with minimum supervision both independently and as part of a team.
Demonstrated excellent customer service skills driven by a desire to empower customer success.
Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Conversational in a second language.
Experience with Unix tools, spreadsheet and wiki applications (such as SharePoint and ITSM Tools such as Service Now).
Familiarity with computing operating systems such as MS Windows and IOS.
Work experience in higher education.
CONDITIONS OF EMPLOYMENT:
Appointment to this position is contingent upon obtaining satisfactory results from a criminal background check.
Work shift hours may occur during 8am-5pm Monday through Friday. Must participate in a rotating on-call service and respond to major service and network problems and outages. 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, Criminal Conviction History, 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.
Conditions of Employment: A satisfactory outcome from a criminal history verification may be required prior to hire.
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 undergra...duate 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.