Req #: 234468

Department: HOUSING & FOOD SERVICES

Posting Date: 05/20/2024

Closing Info: Open Until Filled

Salary: $6,308 - $7,885 per month

Shift: First Shift

Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230701_a11y.pdf )

This posting will be used to recruit for 2 positions. SERVICE DESK ENGINEER

Thank you for considering Housing & Food Services at the University of Washington, Seattle.

Housing & Food Services (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. 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.

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. In Housing & Food Services, our DEI statement reads:

HFS will become an organization that prioritizes inclusive workplace communities, centered on belonging and opportunity for all staff. All HFS staff must accept responsibility to identify and interrupt biases, privilege, barriers, and power dynamics. We challenge ourselves to engage in open dialogue, active listening, and empathic learning.

Should you wish to learn more about our commitment to diversity, equity, and inclusion at UW Housing & Food Services, please reference this link Diversity, Equity, and Inclusion Statement Training (https://rise.articulate.com/share/Rvbm5rUb5hsucH1MFwIlEmC1xhyJOtye#/) .

POSITION PURPOSE The purpose of the Service Desk Engineer Tier 2 role is multifaceted and pivotal to our organization's success. Acting as a cornerstone for cross-functional collaboration between the IT Service Desk and the IT Systems team, this role engages a self-motivated individual who embodies a robust sense of ownership and an insatiable thirst for learning. At its core, this position is integral to our customer support team, providing technical assistance to a diverse range of department stakeholders. From maintaining and supporting desktops and mobile devices and direct customer environments to addressing complex issues and documenting new processes, the Service Desk Engineer Tier 2 ensures the seamless operation of our IT infrastructure. With a central focus on modernization, efficiency implementation, and the deployment of large-scale solutions, this role solves immediate challenges and propels our organization forward. Additionally, it offers paid training and certification opportunities, fostering continuous professional growth and development while upholding high IT support and service excellence standards.

RESPONSIBILITIES Service Desk Engineer (80%): •Provide Level 2 technical support across HFS-IT services, resolving escalated customer issues and collaborating with developers, system administrators, business owners, and vendors as needed. Document resolution processes for Tier 1 reference. •Demonstrate technical proficiency in navigating and troubleshooting various Windows operating systems to ensure smooth operations and prompt issue resolution. •Deploy and administer Microsoft Office applications including Microsoft 365 and SharePoint, contributing to optimized user experiences and efficient workflows. •Design, build, and maintain domain workstation images, establishing and documenting application deployment standards using tools like Microsoft MDT or Ghost. •Collaborate closely with network engineering teams to plan and implement field solutions, ensuring seamless integration and functionality. •Troubleshoot network connectivity issues, utilizing foundational TCP/IP networking principles to identify and resolve common problems efficiently. •Configure DHCP reservations for network resources, ensuring efficient network resource allocation and connectivity. •Lead and support assigned IT initiatives and projects, contributing to service delivery effectiveness and organizational growth. •Communicate effectively with customers, providing regular follow-up to address needs and resolve issues, guiding clients on leveraging technology for business goals. •Collaborate with cross-functional teams to address technological challenges and implement innovative solutions across departments. •Establish and maintain strong vendor relationships, ensuring timely support and service delivery. •Demonstrate adaptability and problem-solving skills, efficiently troubleshooting new technologies and environments. •Perform other related duties as assigned, contributing to the overall success and efficiency of the IT support team.

IT Administrative Work (15%): •Mentor Help Desk technicians and students, providing guidance and support to facilitate professional development and knowledge transfer. •Train Tier 1 staff on new processes and procedures, ensuring team members are equipped to deliver high-quality support services. •Perform research and provide information to leadership regarding new technology and equipment, contributing to informed decision-making and strategic planning. •Use established standards to create, document, and maintain Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and other service and customer-facing documentation types, promoting consistency and clarity in service delivery. •Maintain records on hardware and software configurations, network performance, and configurations, ensuring accurate and up-to-date documentation for operational efficiency and compliance. •Purchase and manage inventory, overseeing procurement processes and inventory management to support operational needs and budgetary guidelines. •Manage warranty-service agreements against HFS-IT inventory items, ensuring timely resolution of warranty-related issues and optimizing asset utilization. •Maintain relationships with internal and campus colleagues to foster collaboration and gather feedback, facilitating cross-departmental communication and continuous improvement initiatives.

Professional development (5%): •Pursue ongoing training and certifications, which may involve attending workshops, seminars, and conferences and obtaining relevant certifications in your field. •Engage in continuous education initiatives, such as enrolling in courses, programs, or online learning platforms. •Conduct research, participate in IT communities, and present at conferences.

IMPACT ON THE UNIVERSITY Support is provided to systems that support the 10,000 residents and 400 staff performing work using several complex business applications, point of sales, and a building card entry system.

POSITION COMPLEXITIES Integrating multiple platforms and lines of business. Establishing accountability and responsibility for project deliverables with end users. Maintaining familiarity and rapport with diverse department activities, including residential life, student development, human resources, graphics/web design, food services, and conference services.

WORKING CONDITIONS This position requires a Monday to Friday schedule with occasional weekends and evenings for special events. The employee must remain calm in stressful situations and meet deadline demands.

SUPERVISION RESPONSIBILITIES This position may supervise a small number of student employees

REPORTS TO Service Desk Manager

QUALIFICATIONS •Education: Bachelor's degree in Information Systems or relevant work history and certifications. •Required Experience: 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 licenses/certifications/registrations. DESIRED QUALIFICATIONS •Self-starter with a strong sense of ownership. •Strong commitment to customer satisfaction. •Effective communication and relationship management skills. •Proficiency with automation tools (e.g., PowerShell) and MDM (Mobile Device Management) software. •Hands-on experience in server administration (e.g., Windows Server, Linux Server). •Proficient in scripting and command-line operations. •Familiarity with Linux operating systems and environments. •Experience with Point of Sales (POS) devices and related software systems. •Preferred certifications such as A+, CompTIA Network+, ITIL, or HDI training.

CONDITIONS OF EMPLOYMENT A satisfactory outcome from reference check verification is required prior to hire.

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.

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