Computer Support Analyst

Job Description

COMPUTER SUPPORT ANALYST

Req #: 200771 Department: UW LIBRARIES - IT Job Location: Seattle Campus Posting Date: 12/16/2021 Closing Info: Closes On 01/09/2022 Salary: $4,014-$5,398 Union Position: Yes Shift: First Shift Notes: As a UW employee, you will enjoy generous benefits and work/life programs.
For detailed information on Benefits for this position, click here. 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.
The UW Libraries is one of the largest and most innovative libraries in North America with extensive collections in print, electronic, and other formats. Providing services to three campuses, the UW Libraries also plays a significant leadership role regionally and throughout the profession. The UW Libraries is recognized for its excellent service, innovative learning and research spaces, collaborative approaches, extensive assessment efforts and diverse award-winning staff.
The UW Libraries Information Technology Services & Digital Strategies is a fast-paced, dynamic, and supportive environment where we rely heavily on current technologies and strong internal staff collaboration to support the UW Libraries’ activities and services.
ITS-DS has an outstanding full-time opportunity for a detail-oriented Computer Support Analyst with a strong customer-service orientation.
The Computer Support Analyst serves as a member of the Libraries' ITS-DS Help Desk support team. The Help Desk, which manages approximately 500 staff and almost 400 public Windows 10 workstations, supports select productivity and library-specific software (such as Office 365 and OCLC Connexion), as well as UW Libraries and UW Press staff’s general technology and communication needs. The position, reporting to the Head of User Support Services, provides first level support and triage service to Libraries and UW Press staff, provides staff training and creates documentation for supported hardware and software, assists with appropriate technical tasks as needed, and actively contributes to discussions concerning the unit’s operations. Onboarding and training provided.
RESPONSIBILITIES
User Support
• Supports Libraries and UW Press staff by answering email and telephone inquiries directed to the Help Desk and assigns the issue to a student technician, resolves it personally, or escalates it to the appropriate staff within ITS-DS.
• Installs, configures, and troubleshoots ITS-DS supported hardware, such as Windows printing, label printers, barcode readers, desktop computers, and laptops. Uses critical thinking skills to assess issues, reports findings, suggests possible solutions, and evaluates impact to customers.
• Provides staff training for supported hardware and software.
• Performs diagnosis of staff/public hardware and software problems that include, but are not limited to, log-on errors, printer malfunctions, software configuration, hardware configuration; acts as point of contact for student technicians for escalated issues or urgent requests.
• Manages library staff account creation, changes, and deletions, according to established practices, for security groups, mailing lists, various online software accounts.
• Creates and actively maintains documentation for Help Desk functions, as well as ITS-DS supported hardware and software.
• Provides technical and troubleshooting support for building's telephones; escalates issues to UW-IT, if necessary.
• Provides support for video conferencing hardware and software.
• Assists with the management of Student Technology Fee-funded equipment purchases and deployments.
• Performs other duties as assigned.
Communication
• Understands and abides by the Libraries Personal Communication Responsibilities. Communicates appropriately, effectively and positively. Plays an active role in staying informed and participating in Libraries and unit meetings, activities and events.
• Establishes and maintains positive, ethical, and professional working relationships with faculty, staff, students, and community members from a wide variety of backgrounds, including members of marginalized or minority populations. Demonstrates respect for individual and cultural differences .
• Integrates feedback and ideas from a variety of team members with varying skill sets, interests, and goals.
• Engages in conversation and learning regarding the context of technology and libraries in diversity and inclusion.
MINIMUM REQUIREMENTS:
• Two years of experience in programming or computer support services of a technical nature OR equivalent education/experience.
ADDITIONAL REQUIREMENTS:
• Strong customer service orientation and the ability to work with a diverse spectrum of stakeholders across all Libraries branches and levels of the organization.
• Ability to lift 40 pounds.
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 Workforce 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.
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 .

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 a leader in environmental stewardship & sustainability , and committed to becoming climate neutral.

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] .

COVID-19 VACCINATION REQUIREMENT

Governor Inslee's Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.

Apply for this job