Service Desk Analyst

Job Description

UW MEDICINE IT SERVICES has an outstanding job opportunity for a Service Desk Analyst!

WORK SCHEDULE

• 100% FTE 40 hours per week
• Variable Shift Service Desk Analysts must be willing to work any shift including weekends; you will have a set schedule
• Required participation in team on call schedule

DEPARTMENT DESCRIPTION

UW Medicine IT Services (ITS) is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC) UW Medical Center-Montlake Campus (UWMC-Montlake) UW Medical Center-Northwest Campus (UWMC-NW) UW Medicine Primary Care (UWMPC) UW Physicians (UWP) UW School of Medicine (SOM) and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

POSITION HIGHLIGHTS

• 12 days of vacation your first year Also 12 days of sick time 1 personal holiday and 11 paid holidays each year
• Two retirement plans to choose from

PRIMARY JOB RESPONSIBILITIES

• Providing technical and designated application support including issue resolution coordination and communication analysis escalation and reporting of issues
• Consult and participate in internal and/or enterprise projects and initiatives
• Coordinate communications on planned outages and the resolution of unplanned incidents
• Participate in a rotating shift schedule and be on-call as necessary

REQUIREMENTS

• Two years of experience in programming or computer support services of a technical nature OR equivalent education/experience

DESIRED DEPARTMENT REQUIREMENTS

• Demonstrated experience and understanding of knowledge tools as applied to Service Desk operations
• Must be able to participate in the Help Desk Telework program
• Excellent customer support skills and demonstrated ability to be an advocate for customers needs to the IT enterprise
• Experience handling confidential information
• Demonstrated ability to work with minimal direction either independently or as part of a team

CONDITIONS OF EMPLOYMENT

• This classification is in a bargaining unit
• This is an Information Technology deadline-driven work environment
• UW Medicine ITS Help Desk is operational 24 hours a day 7 days a week 365 days a year; there are four shifts to support the operational hours
• This position requires participation in the on-call rotation
• This position requires carrying a pager or other means of notification
• This position is responsible for daily response to customer demands and the incumbent must be able to meet time-sensitive customer needs
• The individual in this position is expected to work normal daytime hours
• The work may be performed in either an office environment or by telecommuting with manager approval during normal business hours
• Significant off-hours and weekends may be needed to resolve problems and respond to emergencies
• This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed
• Must have the ability to meet in person as directed by manager
• Must work within the constraints of multiple technical environments
• ITS provides services to all UW Medicine organizations HMC UWMC-Montlake UWMC-NW VMC UWNC UWP SOM and ALNW; the individual in this position must learn many organizational structures and cultures and continually foster collaboration
• Ability to communicate effectively in English both verbally and in writing
• All hires must adhere to the working standards of UW Medicine IT Services. Examples include (but are not limited to):

• Observe Time Tracking Policy
• Observe professionalism standards including dress and punctuality
• Follow organizational norms with respect to e-mail distributions pagers cell phones
• Observe absence notification standards
• Provide regular status reports to Help Desk management
• Attend team and departmental meetings as appropriate
• Act as backup for other team members and functions as needed

ABOUT UW MEDICINE WHERE YOUR IMPACT GOES FURTHER

UW Medicine is Washingtons only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicines mission is to improve the health of the publicby advancing medical knowledge providing outstanding primary and specialty care to the people of the region and preparing tomorrows physicians scientists and other health professionals.

All across UW Medicine our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful welcoming environment where every patient family student and colleague is valued and honored. Nearly 29000 healthcare professionals researchers and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center UW Medical Center - Montlake UW Medical Center - Northwest UW Medicine Primary Care UW Physicians UW School of Medicine and Airlift Northwest.

Become part of our team. Join our mission to make life healthier for everyone in our community.

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.