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Req #: 235490

Department: UW ADVANCEMENT

Job Location Detail: Hybrid Eligible - Minimum 3 days in office a week

Posting Date: 06/12/2024

Closing Info: Open Until Filled

Salary: $6,667 - $7,608 per 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. (https://hr.uw.edu/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230119_a11y.pdf) Although open until filled, priority application date is June 20, 2024.

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.

For over 160 years, the University of Washington has been a hub for learning, innovation, problem solving and community building. Supporting this legacy and important public mission—with the goal of making the UW the world’s greatest public university, as measured by positive impact—guides everything we do in University Advancement (https://www.washington.edu/advancement/) . Bringing together development; alumni and stakeholder engagement; marketing and communications; and advancement operations, we advance the UW’s impact by developing meaningful connections that foster pride, advocacy and philanthropic support.

The Information Management team empowers University Advancement to achieve and sustain its mission and vision. This starts with creating a culture of belonging within our organization that values the diverse experiences and expertise of our team members, allowing everyone to thrive and to contribute their unique talents as we strive to achieve our shared goals.

The Advancement Operations team has an exciting opening for a Technology Service Specialist. This is a full-time, permanent position.

Working as a member of the Advancement Technology Learning & Support HelpDesk team within University Advancement (UA), the Technology Service Specialist is a technology generalist responsible for providing local workstation support solutions. This position requires the ability to analyze, troubleshoot and resolve network administration, local workstation and workflow issues within a complex, multi-functional organization. Under the supervision of the Technology Service Lead, the Technology Service Specialist serves as the primary resource for user problem requests resulting in software, network, server or local workstation troubleshooting, maintenance or new solutions. They will often partner with the Technology Service Lead on new solutions, work priorities and coordination of support activities.

The Technology Service Specialist is a key contact for over 1,000 UW colleagues across three campuses, delivering excellent customer service, communicating empathy, and delivering effective solutions to a highly mobile and dispersed workforce. The Advancement Technology Learning & Support HelpDesk team is an award-winning team who cares about people as much as the technology and solutions we deliver.

What You Will Do: Direct Technical Support (50%) • Serve as primary support for complex desktop, printing or server technical issues. Lead student employee(s) in delivering solutions, as appropriate. • Using diagnostic tools and troubleshooting processes, determine if problems are due to equipment, network or application errors and resolve accordingly. • Design and maintain standard operating procedures for the installation and configuration of PCs and Macs, software packages, user account and group membership assignments. • Troubleshoot authentication, access problems and perform regular audits of user group memberships. • Advise leadership, including the Director of Software and Security, on IT security risks and propose mitigation strategies.

Operations Support (30%) • Maintain hardware inventory tracking records from procurement to disposal. • Recommend equipment and supply purchasing for maximum end user support effectiveness. • Recommend departmental hardware and software standards. • Track software license compliance along with technology documents/certificates, including product registrations, maintenance agreements and service contracts. • Support and participate in testing and implementing new software required for HelpDesk operation, when applicable. • Perform technical onboarding and offboarding tasks, including account activation/deactivation, permissions groups maintenance, delivery of personalized workstation orientations for new staff and retrieval of workstation components from departing staff, and other recordkeeping.

Support Unit Knowledge Base (10%) • Write, maintain and update user instructions, including the customer-facing system and Intranet site support documentation, system support manuals and other types of documentation. Create and maintain technical documentation for other support staff to follow when assisting clients.

Other duties as assigned (10%)

What You Bring:
• Experience with Windows Server, Windows 10, LAN and workstation support. • Experience in troubleshooting hardware and software problems at the component level. • Proficiency in using a ticketing system to organize support requests, hardware assets and knowledge base articles. • Knowledge of MS SharePoint, MS Teams, MS Dynamics, Cvent, Asana and/or Marketo. • End user training experience. • Strong customer service skills and ability to consult independently. • Ability to create technical documentation for a wide variety of audiences. • Ability to maintain confidentiality when handling confidential and sensitive information.

Minimum Requirements: • Bachelor's degree AND at least two years of Tier 1 helpdesk support experience.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. What You Can Expect:
• Cubicle/Open workspace environment which may result in higher levels of noise and visual distractions. • Open, collegial relationships with your teammates and clients/stakeholders. • A collaborative environment where all ideas and voice are considered and valued.

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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.