Computer Support Technician 2

Job Description

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

About this Opportunity

The College of Arts & Sciences Deans Office is seeking to fill a Computer Support Technician 2 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 PCs 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 Qualifications :

• 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 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

Working Conditions

• Primarily office and campus-based work environment with frequent computer and keyboard use.

• Requires prolonged periods of sitting standing walking bending and moving between departmental locations.

• Provides both on-site and remote technical support for faculty staff and leadership across multiple departments.

• May require lifting transporting and setting up computer audio/visual and networking equipment.

• Work involves supporting desktop computers printers scanners teleconference systems and related peripherals.

• Occasional planned work outside normal business hours to support system maintenance updates or operational needs.

• Requires responding to time-sensitive technical issues in a fast-paced service-oriented environment.

• Frequent interaction with non-technical users requiring clear communication customer service and troubleshooting support.

• Work requires maintaining confidentiality data security and compliance with University technology standards and policies.

• May require use of remote support tools such as Remote Desktop and Zoom to troubleshoot systems across Mac and PC platforms.

• Requires maintaining equipment inventories documentation and network configuration records.

• Position supports a collaborative team environment with multiple concurrent priorities and service requests.

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.