Computer Support Technician 2-2

Job Description

The College of Arts & Sciences IT team has an outstanding opportunity for a Computer Support Technician 2 to join their team.

About this Opportunity

The College of Arts & Sciences Dean’s Office is seeking to fill a Computer Support Technician 2 position. The computing environment served by this position is complex along several dimensions and the successful candidate will collaborate with the IT team to thoughtfully blend central standards and guidelines with local expertise and requirements to create an environment that is stable and reliable yet provides flexible service. We are seeking a well-rounded, service-oriented individual with strong verbal and written communication skills, creativity, and energy to support the computing needs of a primarily non-technical user base.

Working within a team environment, this position will provide support for a combination of systems including remote and on-site computing, printing, and networking. The supported departments include the departments across the College of Arts & Sciences as well as executive leadership in the college.

Key Responsibilities

Duties and Responsibilities include, but are not limited to:

Computing Support:

• Hardware and Software Desktop Support

• Coordinate repair scheduling, service requests, records maintenance, service contracts, user accounts, security, and workstation configurations.

• Install and configure newly acquired PC’s, LAN workstations and various software packages.

• Use diagnostic tools and troubleshooting processes to determine if problems are due to equipment, network or application errors; refer complex problems to hardware maintenance, software support or vendor support services.

• Support end-user systems including desktop computer, peripherals (printers, scanners, removable drives, media readers).

• Assist users in the use of a variety of hardware devices and software packages; troubleshoot and resolve problems such as board swapping and revising configuration settings to allow hardware and software operability.

• Document and maintain records on hardware and software configurations, network performance and configurations.

• Write, maintain and update users' manuals, system support manuals and other types of documentation.

• Work with software and hardware vendors to save staff time and resolve technical issues.

• Train users on specific packaged software applications.

• Assist faculty with teaching aids, materials and equipment associated with classroom instruction.

• Perform research and provide information to management regarding new technology and equipment.

• Ensure compatibility with central UW computing systems and standards, including a focus on systems security.

• Support audio/visual/teleconference equipment for meetings and functions

• Keep current with campus standards, technology developments and College guidelines to ensure that the highest standards of reliability, performance and security are implemented.

• Follow procedures and policies pertaining to the systems and its user base.

• Provide responsive end-user support for basic technology and application questions and problems.

• Communicate clearly and in a timely fashion when escalating issues to appropriate team members or vendors.

• Track requests and follow up with users to confirm effective resolution.

• Provide ad hoc reporting of support problems/request documentation.

• Provide flexible, timely and efficient resolution to customer issues.

• Troubleshoot customer problems (remotely) with using Remote Desktop or Zoom Support on Mac and PC platforms.

• Provide occasional, impromptu training for users, faculty, and staff.

• Participate in occasional planned work outside of normal work hours/days.

• Ensure departmental personal computers receive updates and patches in a timely fashion.

• Troubleshoot departmental email and calendar issues.

• Maintain inventories of computer equipment and network diagrams.

• Move equipment as directed.

• Other duties as assigned.

Required Qualifications

To be considered for this opportunity your application must demonstrate you meet both the minimum qualifications and additional qualifications listed below. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Minimum Requirements:

• One year of experience as a Computer Support Technician I and/or experience may substitute for minimum qualifications.

• Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Manager.

Preferred Qualifications:

• Previous customer service and/or help desk experience

• Strong verbal and written communications skills

• Bachelors’ degree. Equivalent experience may substitute for the educational requirement

• Cross-cultural competence

• Compassion for non-technical users, their challenges, and their need for simplicity

• Strong organizational and task-management / prioritization skills

• Experience installing, configuring, maintaining, and troubleshooting computer systems and software

• Experience in the principles, practices, and techniques used in developing and maintaining complex systems

• Familiarity with one or more of the following: Databases, Linux, remote computing, MS Office (O365 online and on-premises) , Exchange email, UW G-suite, Cloud Computing, Adobe Creative Cloud

Compensation, Benefits and Position Details

Pay Range Minimum:

$53,400.00 annual

Pay Range Maximum:

$71,796.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

SEIU Local 925 Nonsupervisory

About the UW 

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.  

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. 

Our Commitment 

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected]. 

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.