SERVICE DESK ENGINEER TIER 2

Thank you for considering Information Technology, a unit within Housing & Food Services at the University of Washington—Seattle.

At the University of Washington, diversity is integral to excellence. We value and honor diverse experiences and perspectives, strive to create welcoming and respectful learning environments, and promote access, opportunity and justice for all.

HFS provides on-campus housing to over 10,000 student residents and operates over 40 dining and café locations that serve the entire campus community. In order to successfully accomplish this, we employ over 1,200 students, classified and professional staff members who work throughout HFS, providing residential and dining services to the campus. As reflected in our mission statement—working together to enhance student life —teamwork and service to our students and customers are at the heart of our business.

To learn about our commitment to diversity, equity, and inclusion at UW Housing & Food Services, you are encouraged to review our Diversity, Equity, and Inclusion Statement Training .

Housing & Food Services has an outstanding opportunity for a Service Desk Engineer Tier 2 (payroll title: Senior Computer Specialist).

The Service Desk Engineer Tier 2 plays an integral role in our success and is part of a customer support team that provides technical support to a diverse range of department stakeholders. The position supports and maintains the organizations' desktop, mobile, and direct customer environment, including assisting with the deployment, support, updating, and maintenance of computer workstations, peripherals, and user devices. In addition, this role is responsible for solving complex problems and documenting new processes to improve the IT support we provide to our customers, as well as assisting with research, planning, configuring, and deployment of new and existing technologies.  As a member of ITSD, Service Desk Engineer is expected to be a leader to the Tier 1 staff and continually train on new processes.

RESPONSIBILITIES

Service Desk Engineer (85%):
Handles escalated issues passed on from Tier 1 staff by resolving issues and documenting processes used by Tier 1.  Develops imaging standards used in building and deploying images for all workstations.  Establishes and maintains solid vendor relationships.  Supports clients through regular check-ins, resolving at hock issues as they arrive, and provides users guidance on improving technologies that can assist in achieving business goals.  Takes the lead on developing and implementing initiative plans for improving Service Delivery.  Assists with IT projects.

Leadership (15%):
Trains Tier 1 staff on the new processes.  Identifies, articulates, and models values and behaviors that support an organizational culture characterized as inclusive, positive, productive, and committed to serving staff and students.  Maintains relationships with internal and campus colleagues and stakeholders to foster collaboration and maintain regular feedback loops to ensure awareness of their concerns, policies, and/or legal constraints.  Supervises student employees.

IMPACT ON THE UNIVERSITY
Supports key financial and accounting systems that transact $130 million annually.

POSITION COMPLEXITIES
• Navigating competing priorities for service
• Maintaining familiarity and rapport with diverse department activities, including residential life, student development, human resources, graphics/web design, food services, and conference services
• Prioritizing and executing work with a high sense of urgency

WORKING CONDITIONS
This position will have a M-F schedule with occasional weekends and evenings for special events supporting business and residential life programming needs.  The employee must have the ability to remain calm in stressful situations and meet deadline demands.

SUPERVISION RESPONSIBILITIES
This position may supervise a small number of student employees.  To be determined.

REPORTS TO
Service Desk Manager

MINIMUM REQUIREMENTS
Bachelors degree in Information Systems or a relevant field.

Two years of successful IT Service Desk experience.

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

DESIRED REQUIREMENTS
• A customer-centric focus
• Effective communication and relationship management skills
• Ability to work effectively as an individual contributor and a team member
• Experience deploying and administering Microsoft applications and operating systems
• Experience with automation tools
• MDM software experience
• Help desk ticketing system experience
• A+, ITIL, or HDI training
• Experience with remote access tools like TeamViewer
• Application of a technical skillset in hardware setup and troubleshooting
• Technical proficiency in Windows, OSX, and Linux operating systems
• Effective triaging of Incidents and Service Requests
• Ability to identify and troubleshoot new and ongoing IT issues affecting end users, workstations, and systems using standard troubleshooting methods.
• Effective use of collaboration tools like Teams, Slack, Asana, Zoom
• Ability to work in an environment that requires some walking and local travel
• Familiarity with SharePoint based sites and tools
• Microsoft 365 Cert
• CompTIA Network+ Cert
• MCSA Cert
• MCSE Cert

CONDITION OF EMPLOYMENT
A satisfactory outcome from the employment reference check processes and education verification

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 assessments 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.