SERVICE DESK ANALYST

Req #: 231165
Department: UW MEDICINE IT SERVICES
Appointing Department Web Address: http://uwmits_hires.uwmedicine.org/
Job Location: Remote/Hybrid,  Seattle - Downtown
Job Location Detail: Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle.
Posting Date: 02/14/2024
Closing Info: Open Until Filled
Salary: $4,299 - $5,782 per month
Other Compensation:
Union Position: Yes
Shift: Alternate Work Shift
Benefits: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.

UW MEDICINE IT SERVICES has an outstanding job opportunity for a SERVICE DESK ANALYST position.

WORK SCHEDULE

100% FTE – 40 hours per week

Day Shift – UW MEDICINE ITS SERVICES CORE HOURS ARE 07:00 – 16:00 (PST), Monday-Friday

POSITION HIGHLIGHTS

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.

Participating in a rotating shift schedule and being on-call as necessary.

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), Valley Medical Center (VMC), 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.

PRIMARY JOB RESPONSIBILITIES

You provide professional, friendly, technical, and designated application support for all of UW Medicine’s entities and personnel working within UW Medicine entities.

You respond, diagnose, and resolve calls/requests for assistance received through all communication channels and follow-up on end user issues, where necessary to ensure customer satisfaction.

You conduct analysis and troubleshooting activities on hardware, such as Windows printing, label printers, barcode med administration, PCs, laptops and embedded components in those devices, and software issues, such as EPIC, ORCA, Mindscape, Office productivity Suite, and other devices such as iPads, tablets and Surfaces; multiple PC access, standard PC configuration and virtual desktop; using critical thinking skills to assess issues, identification of resolution options, and impact to customers.

You report findings, suggest possible solutions.

You provide application support for designated software, such as ORCA, EPIC, Mindscape, Team Access, and electronic whiteboard software, diagnosing and resolving application support issues, escalating if necessary and supporting multiple domains across AMC, UWP, and NWH.

You create timely and accurate documentation of end user interactions as well as proper escalation where necessary.

You proactively negotiate and coordinate with all support groups and UW Medicine enterprise to ensure ITS Service Desk is successful supporting customer needs, providing subject matter expertise and participate in design sessions, testing and evaluating hardware and software products, providing diagnosis information, feedback, and/or referring back to the appropriate ITS area and/or vendor.

You research, create, modify, and maintain technical documentation for use in issue resolution.

You consult and participate in internal and/or enterprise projects and initiatives.

You manage and coordinate the communication around enterprise events such as outage process, which may include, but not limited to, setting up conference calls or sending communication for events such as network and system failures, and phone system failure.

REQUIRED QUALIFICATIONS

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

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 customer’s needs to the IT enterprise.

Background in compliant handling PHI and PII.

Demonstrated ability to work with minimal direction, either independently or as part of a team.

CONDITIONS OF EMPLOYMENT

This is an Information Technology deadline-driven work environment.

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; however, 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 coordinate projects without direct supervisory authority.

Must work within the constraints of multiple technical environments.

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.

ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCARE
UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center.  UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s 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 29,000 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, Valley Medical Center, 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.  #monster

REQUIREMENTS:
See above.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

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 .

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