COMPUTER SUPPORT TECHNICIAN 2
University of Washington Medical Center - Seattle, WA

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The University of Washington (UW) is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.

The School of Medicine has an outstanding opportunity for a full-time Computer Support Technician 2 position. Under the general supervision of the IT Support Services Lead, the IT Service Specialist will provide workstation and application support for all Microsoft OS versions starting with Windows XP, as well as Macintosh Leopard and newer Macintosh OS Versions, on a 2008 Active Directory Domain. Support duties will include network connectivity troubleshooting, printer installation and configuration, software installation and troubleshooting, AD account management, Exchange 2010 user support, software support (All MS Office Applications 2003 and new versions, Acrobat, Citrix, etc.), VPN Remote Access user configuration and support, and special projects assigned by the IT Support Services Lead.

This position reports to the IT Support Services Lead.

POSITION COMPLEXITIES:

The Department of Medicine is consistently recognized as one of the best departments in the nation by many measures. It is the leader in primary care and subspecialty medicine education, a preeminent provider of health care in the Pacific Northwest and one of the nation's most prominent centers of basic and clinical research in Medicine.
The Department of Medicine is the largest Department in the University of Washington with an annual budget of approximately $320,000,000 and approximately 2,500 faculty and staff.

The IT Service Specialist is a primary resource for supporting a complex organization of educational, research and clinical programs throughout the entire Department. The IT Service Specialist implements and continually improves the services of the divisions that have become an integral part of the Department’s success. The IT Service Specialist will be responsible for providing best practice support for end users, while helping to assure that the services provided are compliant with all UWMC Policies. The network establishes connectivity throughout a widely dispersed Department, and forms a solid foundation for an environment where information and data can be centralized and shared between faculty and staff in a timely and efficient manner. It is the primary responsibility of the IT Service Specialist to support Workstations, Peripherals, Network Connections, Software Applications and End Users at all times to the best of his/her abilities.

Technology is the key to the day to day operations and efficiency of the Department. Two of the strategic initiatives for the Department of Medicine rely heavily on technology: the Clinical Activity Database and the Financial Database. Without technical expertise these initiatives would be difficult to implement. The benefits of these systems are also being shared with other Departments within the School of Medicine.

DUTIES:

Direct User Support and Training / Policies and Procedures Management
The IT Service Specialist is responsible for directing and supporting the faculty and staff in their use of the computer system at UWMC, HMC, VA, SLU and other facilities supported by the Department of Medicine IT Services and remote environments. Responsibilities include the following:

  • Assisting users with their login issues using provided network tools.
  • Assisting users with their email issue using the Exchange Management tools.
  • Assisting users with their SharePoint issues.
  • Assisting users with their computer issues for both Windows and Macintosh.
  • Assisting users with Security Policy implementation on their Workstations and Mobile Devices
  • Regular consultation with the IT Support Services Lead on various related subjects.
  • Network/Desktop Applications Management.
  • Mentoring and training of the student support staff.
  • Mentor and train end users on the use of Microsoft Office applications, printers and workstation network connectivity.
  • Support of Audio/Visual meeting events for the Department of Medicine.
  • Assist the IT Support Services Lead with the implementation and enforcement of Departmental Policies and Procedures.
  • Configure and operate department equipment for multimedia applications.
  • Assist the Network Administrator on issues regarding network and troubleshooting end user connectivity.
  • Support user access from home and other remote sites using remote access tools such as a SSLVPN client and Remote Desktop Connection.

    Network Support
    The IT Service Specialist is responsible for assisting in the installation and maintenance of the network computer system. Responsibilities include:

  • Assist Senior Support Specialists with system server maintenance and system patching.
  • Perform network peripherals installation, configuration, maintenance, troubleshooting and user support for issues that cannot be resolved by student support staff.
  • Perform network application installation, maintenance, troubleshooting and user support (including mail system, group scheduling, multi-user data stores)
  • Create and update documentation related to system and equipment configurations.
  • Email Spam filter maintenance and reporting.
  • Assist the IT Support Services Lead with the maintenance and accuracy of Active Directory user and equipment information.
  • Collaborate with the IT Support Services Lead on information system related topics.
  • Perform restores for email and network stored files.
  • Implement, and maintain security standards for client workstations, peripherals and mobile devices.
  • Assist the IT Support Services Lead in maintaining and/or verifying successful hardware and software inventory.
  • General equipment Inventory Control.

    Other Duties and Project Work:
  • Perform other duties and ad hoc projects as assigned.
  • Self-paced learning for all new technologies that the Department of Medicine IT Services department decides to support

    As a UW employee, you will enjoy generous benefits and work/life programs.
    For detailed information on Benefits for this position, click here.

    Requirements:

  • One year of experience as a Computer Support Technician I OR equivalent education/experience.

    Additional Requirements:
  • Demonstrated excellent written/oral communication skills, user liaison skills and personal interaction abilities.
  • Demonstrated excellent customer service skills
  • Demonstrated ability to work independently with minimal supervision.
  • Demonstrated ability to exercise good independent judgment in the application of computing policies.
  • Demonstrated a strong knowledge of Microsoft OS versions starting with Windows XP/Windows 2003 Server & familiarity with Microsoft office applications.
  • Demonstrated a strong knowledge of Macintosh OS X or newer Macintosh OS Versions & familiarity with Macintosh versions of office applications.
  • Experience installing and troubleshooting Windows and Macintosh workstations.
  • Demonstrated knowledge of networked desktop computing in a Windows environment.
  • Experience in a complex computing environments.
  • Demonstrated ability to develop creative solutions for academic, instructional, business and research needs.

    Desired:

  • Bachelor’s Degree in related field AND a minimum of 1 years’ experience performing progressively more complex and responsible tasks including support of computer systems, end users and software application or equivalent on the job experience.
  • Experience in policy and procedure implementation and enforcement.
  • Familiar with the principles of information security and system logging.
  • Knowledge in Active Directory Services and Exchange 2010.
  • Experience with installing and troubleshooting hardware for workstations.
  • Experience creating and maintaining system and procedure documentation and implementing system policies and procedures.

    Condition of Employment:

    Appointment to this position is contingent upon obtaining satisfactory results from a criminal background check.

  • Available and willing to work off-hours and weekends as needed.
  • Available and willing to work late nights to support maintenance window events as needed.
  • Able and willing to be on-call 24x7 as needed.
  • Able to lift and carry 40 pounds.

    Application Process:
    Part of the application process for this position includes the Employment Eligibility Assessment to obtain additional information that will be used in the evaluation process. If you haven’t already taken this assessment, it will appear on your screen for you to complete as soon as you select "Apply to this Position" on this job announcement. Once you begin the assessment, it must be completed at that time. 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 the assessment is complete.

  • University of Washington Medical Center - 13 months ago - save job - block
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