IT SERVICE DESK SPECIALIST

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.

UW Facilities manages the University’s buildings, infrastructure and land, with more than 1,100 employees in a variety of fields. The Asset Management group includes Capital & Space Management, Real Estate, Sustainability and other teams responsible for planning and workload management. The Operations group includes Project Delivery, Maintenance & Construction, Campus Utilities & Operations, Building Services, Transportation Services and Safety. Supporting these groups are the Business Intelligence & Information Technology group and the Finance & Administration group.

Business Innovation & Technology (BIT) has an outstanding opportunity for a IT Service Desk Specialist to be responsible for providing Information Technology (IT) and Information Management (IM) support and consulting for internal Facilities Services clients as well as external customer facing systems across facilities operations. Responsibilities include several facilities management operational and business systems administration, virtual private network (VPN) management, firewall and encryption configuration, project management, compliance support, customer service, building and maintaining strong customer relationships, client computer support, identification of client Information Management need, user training for many groups throughout the University community, and student supervision.

The individual in this position will also assist with troubleshooting and management of some systems on the ‘facnet’ and other network segments that supports building control IT and Information Management Systems. The position will consult, advise, and document and manage configurations and changes of over 50 systems. The position will facilitate growth of desktop support demands of approximately 1000 workstations as services historically provided by central IT migrate to Facilities Services responsibility.

Duties:

Facilities BIT support directly impact the ability of Facilities Services employees to execute their jobs in a timely and effective manner. In turn, this ability impacts students, faculty, and staff across campus to do their work in teaching, learning, research, and community service.

• Integrate new services formerly provided by the UW-IT Nebula/Managed Workstation service such as the UW Windows Infrastructure (UWWI) groups service, hardware domain, and user domain services.
• Assist in effort to reduce total UWWI group count to enhance manageability.
• Create operational plans and procedures for increased workload on UWF BIT as central services wane.
• Manage MOUs for all servers with partner organizations such as UW-IT to include the AiM Asset Management system.
• Setup, update and troubleshoot desktop computers for diverse, multi-organizational, & geographically distributed staff including workstations, tablets, and other handheld devices.
• Provide critical and timely support to highly visible implementations, such as the implementation of the new parking system technologies.
• Manage & deploy standard configuration for the same.
• Maintain customer service awareness at all times.
• Quickly and professionally respond to service requests.
• Support University compliance efforts with activities such as equipment spot checks and thorough documentation.
• Assist with Information Management needs to include usage of the University’s Google Drive and OneDrive.
• Assist with plan development and execution of migration and management of files, data, databases from legacy ‘H:\’ and ‘I:\’ drives to evolving cloud-based services.
• Support Facilities Services’ IT Project Managers responsible for central services account management and provisioning.
• Coordinate with UW-IT’s UW Windows Infrastructure, UW’s Identity Access Management Group, and Groups Service.
• Integrate new centrally provided technology services such as VPN and network segmentation services. Enhance Facilities Services cyber risk profile by developing and providing cybersecurity best practices.
• Work with a range of users from senior administrative leadership to staff positions.

Position Responsibilities:

This is a mission-critical position to both Facilities Services staff and UW Seattle campus students, faculty, and staff as a whole.  The change in global technology systems and interconnectivity has driven a very rapid increase in risk to information systems that directly or indirectly support campus key facilities management operations. Facilities Services has a large, complex, and geographically distributed set of users and operators that require both support for their access devices such as workstations, laptops, and tablets as well as the facilities management systems and applications that run on them. Further, Facilities Services manages a rapidly increasing amount of Building Automation Systems, HVAC, networked surveillance, complex systems supporting research, and others. Support is needed to keep these systems operating at a minimum level and preferably optimized level.  The position requires the ability to work with a range of users from senior administrative leadership to staff positions in a timely and professional manner.

• Endpoint Support. Support endpoint devices to include workstations, laptops, tablets, and operational technologies such as credit card machines, timecard machines, gate arm interfaces, and similar that support facilities management operations. Ensure current and appropriate operating systems deployments, delivery of devices with Nebula/Managed Workstation image pre-deployed. Re-image machines as necessary. Assist with network troubleshooting via diagnostics and interaction with UW-IT via ticket and phone as well other members of the Facilities Services IT team. Includes endpoint support in Transportation Services.
• Facilities systems support. Assist with deployment, management, and updates as necessary with multiple facilities business and operations systems to include AiM, parking systems, Fleet Assetworks, Wheels, and others. Assist with file and database migration as necessary as business application supporting data moves off of the legacy H:\ and I:\ drives and moves to alternative data management and sharing systems such as Google drive and Microsoft OneDrive. Assist Assistant Director and IT Project Manager with business continuity planning and development for FS systems resilience and recovery.
• Ancillary Support. Assist with deployment and utilization of central IT services such as Husky OnNet VPN, Identity Access Management groups services, network support to include appropriate utilization of public and non-externally-routable IP addresses and network segmentation technologies such as VRF’s, VLAN’s, and others.
• Other systems support. As needed, assist with support on building control systems and Advanced Metering Program. Research cloud alternatives to various FS systems. Some FS data systems could be candidates for cloud services in the next 3 – 5 years. Research potential cloud solutions for designated systems and report potential capabilities, service costs, and service management costs.

Core Competencies

• Demonstrate personal integrity and trustworthiness
• Manage stressful situations and changing priorities effectively
• Anticipate, recognize and resolve problems
• Be responsible and accountable
• Use organizational skills and provide attention to details
• Maintain a positive, optimistic, and success-oriented attitude
• Exercise professionalism, which includes being tactful and courteous
• Exhibit a professional work ethic
• Continuously promote a safe work environment

Requirements include:

• Bachelor’s degree AND a minimum of two years of directly related experience.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

Desired:

• Experience working with other University IT and Information Management resources for various aspects of IT support (e.g. UW Technology, UW Windows Infrastructure support, UW Identity Access Management, etc)
• Experience in facilities management environment with blended IT and Operational Technology (OT) needs

Conditions of Employment:

• Must be flexible to deal with emergency situations, meetings or other scheduled work that may fall outside normal hours, including weekends.
• Must be able to work in a non-smoking environment.
• Regular and predictable attendance is required.
• Must be able to move/lift 40 pounds.
• Must be able to walk long distances around campus.

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 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.