1+ months

IT SERVICE DESK ADMINISTRATOR

University of Washington
Seattle, WA 98104

IT SERVICE DESK ADMINISTRATOR

Req #: 194546
Department: HOUSING & FOOD SERVICES
Job Location: Seattle Campus
Posting Date: 10/13/2021 
Closing Info: Open Until Filled 
Salary: $6470 - $6700/month 
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.  

IT SERVICE DESK ADMINISTRATOR


At the University of Washington, diversity is integral to excellence. We value and honor diverse experiences and perspectives, strive to create welcoming and respectful learning environments, and promote access, opportunity and justice for all.

HFS provides on-campus housing to over 10,000 student residents and operates over 40 dining and caf locations that serve the entire campus community. In order to successfully accomplish this, we employ over 1,200 students, classified and professional staff members who work throughout HFS, providing residential and dining services to the campus. As reflected in our mission statementworking together to enhance student lifeteamwork and service to our students and customers are at the heart of our business.

To learn about our commitment to diversity, equity, and inclusion at UW Housing & Food Services, you are encouraged to review our Diversity, Equity, and Inclusion Statement Training.

The IT Service Desk Administrator (Senior Computer Specialist) acts as an integral role in our success and is part of a customer support team that provides technical support to a diverse range of department stakeholders. This role is primarily responsible for solving complex problems and documenting new processes to improve the IT support we provide to our customers. In addition, the Service Desk Administrator is responsible for ensuring clients are properly supported and Service Level Agreements (SLAs) are being met. As a member of ITSD, the IT Service Desk Administrator is expected to be a leader to the Tier 1 staff and continually train on new processes.

RESPONSIBILITIES

Service Desk Engineer (70%)
Handles escalated issues passed on from Tier 1 staff by resolving issues and documenting processes used by Tier 1.  Develops imaging standards used in building and deploying images for all workstations.  Establishes and maintains solid vendor relationships.  Supports clients through regular check-ins, resolving at hock issues as they arrive, and provides users guidance on improving technologies that can assist in achieving business goals.  Takes the lead on developing and implementing initiative plans for improving Service Delivery.  Assists with IT projects.

Service Desk Administration (15%)
Ensures the ticketing system runs properly by ensuring SLAs are met.  Produces KPI reports for management through the ticketing system.  Maintains security compliance requirements through auditing of inactive user accounts in Active Directory and other HFS managed applications.  Ensures HFS is PCI compliant by leading quarterly PCI audits of PIN pads.  Responsible for emailing user notifications.

Leadership (15%)
Train Tier 1 staff on the new processes.  Identify, articulate, and model values and behaviors that support an organizational culture characterized as inclusive, positive, productive, and committed to serving staff and students.  Maintain relationships with internal and campus colleagues and stakeholders to foster collaboration and maintain regular feedback loops to ensure awareness of their concerns, policies, and/or legal constraints.  Supervise student employees.

IMPACT ON THE UNIVERSITY
Support key financial and accounting systems that transact $130 million annually.

POSITION COMPLEXITIES
Navigating competing priorities for service
Maintaining familiarity and rapport with diverse department activities, including residential life, student development, human resources, graphics/web design, food services, and conference services
Prioritizing and executing work with a high sense of urgency

WORKING CONDITIONS
This position will have a M-F schedule with occasional weekends and evenings for special events supporting business and residential life programming needs.  The employee must have the ability to remain calm in stressful situations and meet deadline demands.

SUPERVISION RESPONSIBILITIES
This position may supervise a small number of student employees.  To be determined.

REPORTS TO
Service Desk Manager

QUALIFICATIONS

Education
Bachelors degree in Information Systems or a relevant field.

Required Experience
Two years of successful IT Service Desk experience.

Equivalent education and/or experience may substitute for minimum requirements.

Desire
A customer-centric focus
Effective communication and relationship management skills
Ability to work effectively as an individual contributor and a team member
Experience deploying and administering Microsoft applications and operating systems
Experience with automation tools
MDM software experience
Help desk ticketing system experience
A+, ITIL, or HDI training
Experience with remote access tools like TeamViewer
Application of a technical skillset in hardware setup and troubleshooting
Technical proficiency in Windows, OSX, and Linux operating systems
Effective triaging of Incidents and Service Requests
Ability to identify and troubleshoot new and ongoing IT issues affecting end users, workstations, and systems using standard troubleshooting methods.
Effective use of collaboration tools like Teams, Slack, Asana, Zoom
Ability to work in an environment that requires some walking and local travel
Familiarity with SharePoint based sites and tools
Microsoft 365 Cert
CompTIA Network+ Cert
MCSA Cert
MCSE Cert

CONDITION OF EMPLOYMENT
A satisfactory outcome from the employment reference check processes and education verification

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.

The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

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

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.

COVID-19 VACCINATION REQUIREMENT

Governor Inslee's Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.


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Posted: 2021-08-17 Expires: 2022-01-01

University of Washington

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IT SERVICE DESK ADMINISTRATOR

University of Washington
Seattle, WA 98104
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