Computer Support Technician 1

Job Description

The Center for Studies in Demography and Ecology (CSDE) is an interdisciplinary research Center supporting all University of Washington students and faculty with interests in demography and/or ecology.

Demographic research covers a broad spectrum of topics including issues related to health epidemiology crime welfare policy family sex roles race ethnicity segregation gender inequality poverty family planning and environmental issues. At present the Center has affiliate students from many departments and schools on campus including Anthropology Sociology Epidemiology Health Services Geography Political Science the Evans School of Public Affairs the School of Social Work the College of Education the Jackson School of International Studies and the School of Public Health.

CSDE is seeking a well-rounded service-oriented individual with good communication skills creativity and energy to support the computing needs of a primarily non-technical user base in the Social Sciences.

We support amazing Social Science research and computing is a critical foundation for that research. Join our team and uniquely challenging mission to provide a state-of-the-art stable computing infrastructure to a diverse group of users.

Duties and Responsibilities include but are not limited to:

• Maintain a consistent published schedule during normal business hours.

• Track and respond to customer requests (walk-up telephone and (most frequently) email-based help desk)

• Install configure maintain and troubleshoot computers and software

• Support end-user systems including desktop computer peripherals (printers webcams software and firmware updates)

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

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

• Understand and follow procedures and policies pertaining to UW policies the CSDE systems and its user base

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

• Regularly report effort and time expended for various projects

• Escalate issues to appropriate team members or vendors

• Own issues and initiate requests to senior members when stalled

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

• Ensure that procedures are followed to ensure the security and integrity of data and software.

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

• Provide flexible timely and efficient resolution to customer issues.

• Troubleshoot customer problems with using Remote Desktop on Mac and PC platforms

• Update technical documentation & procedures for CSDE computing systems.

• Move equipment as directed

• 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

Minimum Requirements:

• One year of experience involving the use of computerized information systems OR equivalent education/experience.

Desired Qualifications:

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

• Experience in an IT support capacity.

• Demonstrated ability to communicate effectively in verbal and written form

• Ability to lift computers servers other equipment up to 50 lbs.

• Previous customer service and/or help desk experience.

• Strong verbal and written communications skills. Writing samples will be requested.

• Scientific evidence-based approach to troubleshooting

• Cross-cultural competence bilingual abilities

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

• Strong organizational and task-management / prioritizing skills.

• Experience Installing configuring maintaining and troubleshooting computer systems and software.

• Prior experience working within a technical support environment.

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

• Familiarity with one or more of the following: Databases Ubuntu Linux Ethernet Colocation remote computing WordPress MS Office applications Word Excel Outlook (both the O365 online and on-premises versions) Google Apps Google Drive Microsoft OneDrive Microsoft SharePoint.

Pay Rate Information

The salary information provided below is for a full-time position and will be prorated for part-time.

Compensation Benefits and Position Details

Pay Range Minimum:

Pay Range Maximum:

Other Compensation:

Benefits:

Temporary or Regular

FTE (Full-Time Equivalent):

Union/Bargaining Unit:

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 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 or .

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.