| 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, 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 full time opportunity for a Senior Computer Specialist.
The Senior Computer Specialist of Customer Service and Support (CSS) reports to the IT Support Manager within the UW-IT Service Center and is responsible for providing extended support to customers of UW-IT. CSS provides support of technical services in support of the University's mission. This position provides support 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, Deskmail support, Unix infrastructure maintenance, web hosting, 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.
The Enterprise Service Center unit includes approximately 25 professional staff. The Senior Computer Specialist provides support of several services for customers of UW-IT's services, and:
Performs technical analysis, troubleshooting and support within our established support parameters
Creates and maintains documentation in a variety of formats to support customer self-service functions as well as an internal knowledge-base
Competently uses accepted toolsets to support performance analytics, workload management and service parameters including updating knowledge articles and documenting work flows
Contributes towards scalable and sustainable enterprise solutions as well as helps to make suggestions for changes and or improvements to current services
He/she primarily answers support questions from Students, Staff and Faculty across the University of Washington, including UW Bothell, UW Tacoma and UW Medical Centers, ensuring escalated support questions are correctly answered and assistance is provided within our established service offerings. Request fulfillment decisions made by the Senior Computer Specialist have a significant impact on the ability of individuals in diverse UW units to complete critical tasks.
The Senior Computer Specialist will be a subject matter expert (SME) in an enterprise offering of Office 365, Google Apps for Education (G Suite), VPN services, software distribution (able to use MDT to create OS images and software installation packages), PowerShell scripting, use of Anti-Virus software, WordPress, Service Now, Atlassian products (wiki, Lucid Chart, etc.) and MySQL setups as well as knowledge about Linux, Apache, PERL, Drupal, and Python.
UW-IT is a dynamic and complex environment serving a customer base of over 300,000 people, spanning diverse cultures, work environments, and geographical locations. Each CSS staff member is engaged in several projects simultaneously, requiring excellent communication, leadership, personal interaction and the ability to work independently.
Bachelor's degree in in Computer Science, Engineering, or related field or experience.
Four to five 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.
A broad knowledge of 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.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. 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 V.3 certification.
Experience acting as Lead on a team or project.
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, Linux, PERL, Drupal, WordPress, spreadsheet and wiki applications, and an enterprise-level Service Management tool such as ServiceNow.
Experience automating or improving recurring request fulfillment tasks, e.g. imaging workstations, using or writing PowerShell to query a database for multiple user's information.