Req #: 232841

Department: UW BOTHELL

Posting Date: 05/08/2024

Closing Info: Closes On 05/22/2024

Salary: $4,985 - $6,705 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-summary-classified-staff-greater-than-half-time-20220908_a11y.pdf)

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.

UW Bothell Information Technology is seeking a dynamic and energetic individual that loves technology and new challenges for a Client Systems Administrator position in a diverse university environment. Ideal candidates, like you, will bring excellent technical and interpersonal skills, a team-oriented and collaborative approach, and a desire to continue to develop and refine your skills. As a member of our team, you will have opportunities to grow technically and professionally.

The Client Systems Administrator (Computer Support Analyst 2 (NE S SEIU 925 Non Supv)) is a member of the Technology Support Team and is responsible for managing, maintaining, and supporting client desktop computers. This includes providing desktop management functions including imaging, patching, and application deployment; troubleshooting hardware, software, and peripherals; one-on-one training; and providing technical support for students, faculty, and staff in support of UW Bothell’s mission.

DUTIES AND RESPONSIBILITIES Client Desktop Management

• Provides expertise on Windows Operating Systems (OS), Mac Operating Systems and software applications for campus standard, client and classroom computer systems and image(s).

• Utilizes designated client management and deployment applications/tools writes and edits scripts following departmental approved standards to further automate the image/software package deployment and maintenance process.

• Contributes to system configuration, scripting needs, and processes needed for OS and application delivery to client desktops and computer labs.

• Assists with the development, implementation and review of desktop deployment and support processes and procedures.

• Responsible for testing and troubleshooting OS and software applications on UW Bothell owned devices.

• Responsible for initial intake and assessment of campus software requests and contribute to the software review process.

• Research and advise individuals, schools, or departments on acquisition of new computing equipment.

• Familiarity with Active Directory GPOs, common client security configurations, ability to triage and respond to computer security related incidents.

• Performs hardware troubleshooting and repair. Works with support vendors for warranty parts replacement.Client Support

• Supports IT Helpdesk functions including initial phone support, remote troubleshooting, and deployment activities.

• Participates in internal ticket triage and resolution including troubleshooting issues, resolving problems, providing instruction, and deploying technology, via in-house, remote, or desk-side support.

• Escalates tickets as appropriate and alerts supervisor or other IT groups of possible issues promptly.

• Assists with the set-up and delivery of computer systems to UW Bothell faculty and staff, as needed.

• Writes and/or updates documentation as required, including web based Frequently Asked Questions, knowledge base articles, internal documentation and other forms of documentation.

• Leads and assists with various IT projects as needed.Communications & Teamwork

• Communicate project and operational status, updates and issues to management and keep team members informed.

• Practice active listening skills and be respectful in all communications (verbal, non-verbal and written) to reduce conflicts, strengthen cooperation and foster understanding.

• Interpret and communicate information, ideas and instructions clearly and accurately both verbally and in written materials intended for distribution.

• Effectively convey technical information to a non-technical audience.Dept Specific

• Demonstrate curiosity, adaptability, and flexibility in all areas of the position.

• Take initiative, ask questions, be a problem solver, and find ways to meet customer needs within departmental processes and standards.

• Deliver IT services (and technology) with a customer-focus, and in the service of our campus mission. MINIMUM REQUIREMENTS

• Three years of experience in programming and/or computer support services of a technical nature OR One year of experience as Computer Support Analyst I OR equivalent education/experience. ADDITIONAL REQUIREMENTS

• In-depth knowledge of computer systems (Hardware and Operating Systems)

• Expertise in Apple and/or Microsoft platform support. Experience with Windows and/or Mac management applications/tools.

• Ability and experience to understand and/or write scripts in administrative languages (i.e. Windows PowerShell, Bash, AppleScript, Python). Basic understanding of Microsoft Active Directory and Group Policy.

• Ability to troubleshoot complex problems, identify, and implement solutions.

• Good judgment, discretion and the ability to maintain confidentiality.

• Ability to work with diverse constituents with varying levels of technical acumen.

• Experience in effectively handling difficult and high-pressure support situations in a fast-paced and dynamic environment, on the phone, via email, and in person.

• Enthusiasm about technology and a strong aptitude and desire to learn new technologies. DESIRED QUALIFICATIONS

• A bachelor’s degree.

• Experience working with Microsoft ConfigMgr and/or Jamf Pro endpoint management tools.

• Hands on experience with security tools such as Sophos, Microsoft Defender, and related products.

• Direct experience working within help desk ticketing systems.

• Experience with PC hardware and warranty support structures.

• Attention to detail, timely and appropriate follow-up, proactive and constructive problem solving, openness to new approaches.

• Strong communication and customer service skills and an ability to remain calm, friendly, and relaxed in a fast-paced environment. CONDITIONS OF EMPLOYMENT

• Full-time 40 hours a week; Generally, Monday through Friday during regular business hours. Some overtime, off-hours, or weekend work may be required as needed.

• Currently a mix of remote and on-site work, subject to change based on Unit need.

• Individuals in this position may need to lift and move computer systems or other technology.

• Work will be performed across UW Bothell campus. This role is required to walk/travel to other buildings on campus as needed.

• Primary workspace is in a shared space office environment.

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.