Administrative/Support, Information Technology, Project/Program Management/Planning, Staff/Administrative
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Information Technology Solutions (ITS) is the information technology unit of the department of Environmental Health & Safety (EH&S), serving as the liaison between the department and the central services of UW-IT. We advocate for our department requirements and evaluate technology capabilities; monitor and troubleshoot EH&S systems and applications; and collaborate with UW partners to develop strategic department solutions.
We have an outstanding opportunity for a Senior Computer Specialist to be responsible for providing extended support to the staff of EH&S and its stakeholders. The ITS unit functions 24x7x365 as required. This position provides support both in-person and remotely for staff of services provided by or through UW-IT including online collaboration tools (Microsoft, Google), Microsoft Office Suite, MS Exchange email and calendaring, VPN services, enterprise storage services, and software distribution including anti-virus software. The Senior Computer Specialist partners with UW-IT service teams in the design and deployment of those services.
The Senior Computer Specialist provides support of the desktop computing environment for department services, resources and:
•Performs technical evaluations, installations and maintenance of desktop software and hardware •Creates and maintains documentation in a variety of formats to support customer self-service functions as well as internal knowledge base enrichment. •Competently uses accepted toolsets to support performance analytics, workload management and service parameters •Acts as the subject matter expert (SME) for programs supported by this individual. •Researches and develops enhancements for support services
This position supports staff and stakeholders in executive, administrative and academic units across the University, ensuring that department technical tools are available and working properly. Decisions made by the Senior Computer Specialist have a significant impact on the ability of individuals in diverse department units to complete critical tasks. The Senior Computing Specialist will be a subject matter expert (SME) in current Microsoft Windows operating systems and the Office suite as well as at least 3 of the following areas: online collaboration tools (ex: Microsoft SharePoint, Google Apps), VPN services, software distribution (able to use Ivanti to create OS images and software installation packages), PowerShell scripting, use of Anti-Virus software, Drupal and other applications. They will show strong abilities to learn new software quickly when required.
Infrequently, this position will be responsible for work outside of normal business hours as needed to support key department systems and users. On occasion, you will need to adjust your schedule depending upon the support that is requested and or required. This position has frequent contact with department staff whose work supports the goals and initiatives of the University. These interactions include: email, telephone calls, (in-person visits) and remote connections to diagnose, troubleshoot and resolve various hardware and software issues with the staff’s desktop computing environment, individual technical environments and the associated systems required by staff to complete their work. These services include online collaboration tools (Microsoft, Google), Microsoft Office Suite, MS Exchange email and calendaring, VPN services, enterprise storage services, and software distribution including anti-virus software. This position plays a lead role in working with the department staff on an ongoing basis to capture the technology needs ensuring UW-IT is effectively considering department technical goals.
Duties & Responsibilities
Consulting and Desktop Support (50%) - Provides staff consulting and advanced technical support for desktop computing environment in department both in-person and remotely. Configures and supports various software including productivity tools and software department systems, e.g. databases connectivity, vendor systems, equipment drivers. Manages and documents staff requests for service changes. Serves as the support and escalation path for troubleshooting complex computing, network, system and application problems in an enterprise environment. Anticipates, actively monitors for, and then solves operational problems. Acts as gateway for collaboration with enterprise support system. Supports staff and their equipment and devices on an as-needed basis. Responsible for work outside of normal business hours as needed, but primarily limited to scheduled dates when support is requested and approved. Maintains direct communication with all staff in order to provide an excellent experience. Software Guidance and Support (30%) - Provides advanced support and guidance for department staff for enterprise services such as online collaboration tools (Microsoft, Google), Microsoft Office Suite, MS Exchange email and calendaring, VPN services, enterprise storage services, software distribution including anti-virus software, Microsoft Active Directory services, various local applications, and web publishing. Provides advanced technical support with organizational toolsets including ticketing system, web content management, and Ivanti software management system. Automates and improves recurring request fulfillment tasks.
Documentation (10%) - Creates and maintains customer facing documentation as well as technical team documentation designed to support the use of the services for which this position provides direct support. Works with other technical support groups as well as cross-divisional teams of technologists, and system administrators to actively contribute to continuous service improvement efforts through research, testing and documentation. Departmental Liaison with central IT Services (10%) - Consults with groups such as UW-IT, campus IT, and service providers to cultivate collaboration towards facilitating problem resolution. Participates actively in a team environment dedicated to solving staff support challenges, and acts as a staff advocate in a staff members’ experiences with UW-IT. Performs related duties as required.
•Bachelor’s degree, preferably in Computer Science, Information Systems, or related field. •Minimum three years’ experience providing direct customer support in an enterprise help desk or service desk environment responsible for self-service, request fulfillment, incident management, problem and change resolution. •Demonstrated broad knowledge of hardware and software technologies with experience supporting a variety of productivity and email solutions for Microsoft Windows systems for a diverse customer base consisting of personnel with various skill levels and technical backgrounds. •Demonstrated knowledge of Office 365 products, including; Exchange Online as well as OneDrive for Business, SharePoint Online, Teams and the full suite of Microsoft office products •Demonstrated knowledge of G-Suite or Google Collaborative applications, Google Drive, and the Google Apps store •Demonstrated knowledge of delegated Organization Units, working with desktops in that type of environment, computer hardware knowledge, and troubleshooting and repair of desktops in a managed workstation environment •Experience with and demonstrated understanding of handling confidential material
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
•Demonstrated ability to collaborate with diverse groups of co-workers. •Experience working in a service-oriented organization. Experience with self-supporting service model. •Experience acting as Lead on a team or project. •Experience with Microsoft Windows Active Directory, PowerShell scripting, shared file services and access control via groups, Unix tools, spreadsheet, and an enterprise-level ticketing system •Experience automating or improving recurring tasks, e.g. imaging workstations, using or writing PowerShell to query a database for multiple user’s information
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.
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