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POSITION PURPOSE
The 1.0 FTE TECHdesk Computer Support Technician is a member of the TECHdesk service desk team, serving the Department of Anesthesiology & Pain Medicine and the Department of Surgery. The Computer Support Technician 2 (CST2) supports and maintains departmental computer information systems and provides limited support to department affiliates when such support directly impacts departmental business. This position reports to the IT Client Services Manager for TECHdesk.

Under the general supervision of the Client Services Manager, the individual in this position provides operational support for the computer support and systems administration functions of the Department of Anesthesiology and Pain Medicine & the Department Surgery.  The position requires technical depth in PC and Apple desktop and laptop computer hardware, software, and networking technologies. The person in this position must be a self-starter, customer-focused, and a good communicator with the ability to prioritize and schedule multiple requests.  Since the IT industry undergoes constant change, the individual must be able and willing to regularly update their technical knowledge.  The individual must be able to operate independently with minimal guidance from the IT Client Services Manager.

This position requires an individual who is especially detail-oriented, follows established procedures, and strong technical issue research skills along with detailed problem documentation and resolution. It requires an individual skilled at interacting with people as they are the main point of technical support. The selected candidate should be comfortable with identifying and pursuing problem solving including temporary workarounds and long-term solutions. At the same time, this position is part of a service desk team. This requires the individual in this position to work with their teammates to execute handoff when appropriate, to ensure progress on work requests and provide users with a seamless customer experience even when requests must be managed by multiple team members.

Both departments’ environments consist of a complex mix of Windows servers, PC and Macintosh personal computers, commercial office productivity, other application software, and on-line applications hosted by UW Technology and UW Medicine Information Technology Services.

DUTIES AND RESPONSIBILITIES
Computer Helpdesk support for departmental hardware and software (85%)
Both departments’ environments consist of a complex mix of Windows servers, PC and Apple personal computers, commercial office productivity, other application software, and on-line applications hosted by UW Technology and UW Medicine Information Technology Services.  In addition, both departments have offices in various locations across Seattle.  Departmental faculty and staff depend upon TECHdesk staff to install computer hardware, software and to respond to requests for computer support in a timely and effective manner.  The person in this position participates in the TECHdesk service desk function.
• Participating in TECHdesk service desk, whether requests are submitted by phone, e-mail, or in-person; troubleshooting hardware, operating system, and software application problems on personal computer systems; resolving issues related to printers, scanners, or other peripheral devices.
• Tracking all support requests accurately and in a timely manner in the TECHdesk helpdesk database.
• Installing computer hardware and software; reassigning/reconfiguring computer hardware and software as requested by faculty and staff.
• Assisting faculty and staff in connecting to departmental, campus, UW Medicine, or business-required external computing resources.
• User account administration: create, maintain, and delete domain user accounts as needed; apply network and access permissions as requested by departmental management; ensure all changes in access permissions are appropriately authorized and documented.

Project participation (15%)
Part of TECHdesk support involves project work related to systems and process improvement. The person in this position will participate in various IT-related projects as assigned. Project roles will include working as a team member performing project tasks along with acting as an internal stakeholder on internal facing IT projects.

OUR MISSION AND HOW THIS POSITION CONTRIBUTES
DEPARTMENT DESCRIPTION
The Department of Anesthesiology & Pain Medicine (APM) and the Department of Surgery (Surgery) are major clinical academic departments of UW Medicine, providing services to the University of Washington Medical Center (UWMC), Seattle Children's Hospital (SCH), Harborview Medical Center (HMC) Veterans Affairs & Puget Sound Health Care System (VAPSHC), Northwest Hospital (NWH), Valley Medical Center (VMC) and Seattle Cancer Care Alliance (SCCA). The departments collectively employ approximately 1100 faculty, residents, fellows, and staff. Anesthesiology & Pain Medicine alone employs 103 full time clinical and research faculty members, 82 residents, 38 Postdoctoral Scholars and ACGME (Accreditation Council for Graduate Medical Education) Fellows, 90 staff members, and 113 affiliated clinical faculty members.

TECHdesk is a shared service unit formed in 2016 by combining the departmental IT teams of APM and Surgery.

DIFFERENT CULTURES
Because the two departments have distinct cultures and clinical/technical needs, this position requires some level of discretion and flexibility to satisfy competing requests. There is an emphasis on flexibility within this role since this individual must be able to turn their attention and expertise quickly to whatever part of the support portfolio needs attention. Further, they will need to determine best practices from both departments. They may suggest changes standard operating procedures and practices affecting one or more of the departments supported by TECHdesk. They must be able to understand and adapt to two cultures, not alienate staff or faculty in either Department, be available when needed and ensure that best practices and sound principles are followed throughout.

OUR COMMITMENT TO EQUITY, DIVERSITY, AND INCLUSION
The Department of Surgery strives to dismantle systemic racism, eliminate healthcare disparities, and promote health equity in our work. Racism and intolerance have no place in our community. We celebrate our multitude of intersecting identities and commit to the ongoing effort of creating an inclusive and supportive workplace climate.
All staff are asked to demonstrate and develop the following core competencies:
1. Quality Focus: strives to deliver the best possible service and results, and continuously seeks opportunities for improvement.
Key attributes: accuracy, customer service, continuous improvement, problem solving, and self-development.
2. Planning & Organization:  completes work in a timely, efficient, and resourceful manner.
Key attributes: priority setting, efficiency, resourcefulness, adaptability and flexibility, organizational awareness, and initiative.
3. Teamwork & Relationship Building: builds and fosters positive working relationships with others to achieve shared objectives.
Key attributes: collaboration, communication, emotional intelligence, recognition, and accountability & integrity.
4. Equity, Diversity, and Inclusion:  values and honors diverse experiences and perspectives, strives to create welcoming and respectful work environments including dismantling structures of oppression, promotes and contributes to a culture of access, opportunity, and justice.
Key attributes: respect, cultural humility, inclusiveness, advocacy, and commitment

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

ADDITIONAL REQUIREMENTS
• Broad knowledge of hardware and software technologies with experience supporting a variety of productivity solutions for Microsoft Windows and Apple Macintosh systems for a diverse customer base consisting of personnel with various skill levels and technical backgrounds.
• Demonstrated knowledge of Office 365 products, including OneDrive for Business, SharePoint Online, Teams and the full suite of Microsoft office products.
• Demonstrated ability to work with minimal supervision both independently and in a collaborative team environment.
• Experience and established record of accomplishment working with customers, setting customer service expectations, and training others in customer service.
• Excellent written and interpersonal communications skills.
• Strong issue research and resolution skills.
• Ability to translate technical processes into simple language that can be understood by non-technical workers.

DESIRED QUALIFICATIONS
• Education: bachelor’s degree in a technology-related field or minimum two 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.
• Experience working with other UW IT unit resources for various aspects of IT support (e.g., UW IT, UW Medicine IT Services, etc.).
• Experience analyzing and interpreting Mac and Windows client computer logs.
• Experience with remote management and support tools for Mac and Windows systems (JAMF, Microsoft MECM/SCCM.
• Experience with and demonstrated understanding of handling confidential material.

CONDITIONS OF EMPLOYMENT
• Work in an open office environment and contribute to collaborative teamwork focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization.
• While the general working hours are Monday through Friday, 8 a.m.-5 p.m., the Computer Support Technician will, on occasion, need to flex hours to accommodate business needs such as special event - an example being Grand Rounds support.
• Flexible hybrid work schedule of on-site and remote work. Currently 60/40 respectively but will change dependent on direction of support department’s senior leadership. On-site is primarily at Harborview Medical Center and UW Montlake, with additional on-site at other UW locations (UW Tower, South Lake Union Research Center, Northwest Hospital, Seattle Children’s, etc.) when necessary.

Equivalent education/experience can substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. Candidates of non-traditional educational or experiential backgrounds are invited to apply.  Please address applicability of education and experience in your resume.

In addition, as a part of your application process, we ask that you provide a statement demonstrating your experience with or commitment to Equity, Diversity & Inclusion (EDI). The following may be used as a guide in helping you to prepare your statement:

• Define what your values are as they relate to your understanding of the terms Equity, Diversity & Inclusion.Describe your past and/or present experience with EDI (workplace, volunteer or other experience of significance).
• What EDI implementations or efforts would help create a healthy and safe work environment for you???
• How would you contribute to promoting EDI efforts/initiatives in the workplace???
Please make your statement part of your cover letter or resume and please limit the word count to 300-400 words.

We hope you will apply and please learn more about our department, values, and core competencies at https://uwsurgery.org/about/staff/