Computer Support Analyst 2

Job Description

University of Washington Athletics IT Operations Department has an exciting opportunity for an Intermittent Computer Support Analyst 2 to become part of the team!

About this Opportunity

This position reports directly to the Director of Systems Operations and indirectly to the Chief Information Officer. The ICA Computer Support Analyst will be responsible for technical operations and maintenance of the software and hardware for all aspects of the technical services required to support business operations, venues, and events throughout the Intercollegiate Athletics Village. The individual will assist with day-to-day helpdesk on-site and virtual technical support of over 250+ PC/Apple desktops and laptops. In addition, the incumbent will provide technical support and technology coordination for live events. 

Key Responsibilities

Systems/Software Consulting & User Training (35%):

• Coordinate with facility and event operation departments and external clients by providing technical and operational input and assistance to ensure successful execution of business operations and events.
• Evaluate software applications.
• Develop and implement preventive maintenance techniques and procedures for all technical services and systems.
• Provide recommendations and input to management for leveraging the technology and performance of the technical capabilities in business offices and event venues to produce revenue opportunities. Interface with IT team to ensure system is working properly across the networks.
• Work directly with tech support for various software applications.
• Provide training on software applications and operating systems; write and maintain user documentation.
• Tiers one and two support for Service Desk.

Systems/Application Development & Maintenance (20%):

• Maintain development and programming for Active Directory, SharePoint, MS Exchange, and proprietary software applications e.g. Paciolan.
• Maintain IPTV software and hardware.
• Programming support for internal data systems and developing scripting protocols.
• Maintain inventory records on hardware and software configurations utilizing Asset Management software.
• Install, image and configure workstations with departmental software.
• Maintain accurate and complete files, records and other documents relating to assigned responsibilities. Administer documentation of changes made to all systems.
• Prepare and submit required reports, including event activity, contractor performance, equipment maintenance and repair to management.
• Troubleshooting various on-premises and cloud-based databases.
• Supporting enterprise-based applications such as print servers.

Live Events Support (20%):

• Interface directly with UW Video, Pac-12 and other broadcasting personnel for the successful outcome of game-day A/V production operations.
• Coordinate with facility and event operation departments and external clients by providing technical and operational input and assistance to assure successful execution of business operations and events.
• Support the game day operation of the headsets for the FB Coaches (CoachComm).
• IPTV Operational Support.
• Ensure network connectivity is provided to the Score's table, wireless throughout the venue, and that the wireless connection for the ticket system is up and functional.
• Work directly with the Sport Information Directors and statisticians to ensure machines are in working order and connectivity is working.
• Oversee all aspects of the patch bay coordination for broadcasters in support of events at the stadium and event center.
• Work directly with statisticians, event management, and media personnel to insure a successful game day event.
• Troubleshooting various systems/software including POS, Ticketing, Video, Audio, Production/Broadcast, general sports technology.
• Support staff and general operations.

Operating Systems Support (10%):

• Provide support for the internal ticketing system and fund development donor system.  Provide support for Microsoft Server.  Provide technical support to computer users in the use of a variety of application software packages and respond to hardware and software problems with corrective measures.  Train users on specific software applications.
• Network administration optimizing network, troubleshooting issues, working with vendors and tenants to configure ports to the proper VLANs, auditing current port usage, evaluating monitoring solutions, as well as switch options.
• Apply and install software patches to eliminate operating errors.

Hardware Support (10%):

• Construct, repair and troubleshoot departments PC & Mac’s. 
• Connect computers to the wired network.
• Provide server, switch, and controller support. Liaise with network engineers to configure ports.
• Develop a working knowledge of associated technical services and hardware in order to manage and operate all systems.
• Recommend, justify and manage the purchasing of new hardware.
• Review and make recommendations to management on the technical services asset replacement plan.
• Layer one supports troubleshooting.

Other Duties (5%):

• Recommend and secure the selection of service contractors for essential technical software services & systems.
• Perform related duties and special projects as assigned.

Required Qualifications

To be considered for this opportunity your application must demonstrate you meet both the minimum qualifications and additional qualifications listed below. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Minimum Qualifications

Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Manager.

• Three years of experience in programming and/or computer support services of a technical nature OR one year of experience as a Computer Support Analyst 1.

Additional Qualifications

• Thorough knowledge of service desk management and customer service.
• Competent level of knowledge in Windows 95 through Windows 10. 

Preferred Qualifications

• One to three years of experience in computer desktop support or an equivalent education/experience.
• A+ certification, venue management experience, ITIL V3.
• Service Now exposure a plus.
• Experience with Athletic operations and support.
• Studies in MIS or a related field support within a medium-large enterprise network system.

Typical Schedule

Must be available to work overtime, evenings, and weekends as needed to support operational requirements.

Working Conditions

• Work in an office, athletic facility, computer lab, or other campus environments supporting Athletics staff and operations.
• Spend significant time working at a computer, troubleshooting systems, documenting issues, and responding to support requests.
• Regularly move between offices, athletic venues, meeting spaces, and training facilities to install, maintain, or repair equipment.
• Work involves prolonged sitting.

Compliance with the rules and regulations of the University, the NCAA, the Conference, the State of Washington, and any other governing body is of paramount importance to the University.  The overall responsibility of this position is for the successful operation of the program in full compliance with all such rules and regulations.  As a condition of employment, the Employee shall be required to participate in rules education programs offered by the Department of Intercollegiate Athletics.

About the Team

Support the technology that keeps UW Athletics operating efficiently by providing advanced computer support, troubleshooting hardware and software issues, maintaining systems and applications, training users, and ensuring reliable IT services for coaches, staff, and athletic programs. Learn more about UW Athletics: http://gohuskies.com  

Compensation, Benefits and Position Details

Pay Range Minimum:

$34.35 hourly

Pay Range Maximum:

$46.20 hourly

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-temporary-per-diem-and-less-than-half-time/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a temporary position

FTE (Full-Time Equivalent):

0.00%

Union/Bargaining Unit:

SEIU Local 925 Nonsupervisory

About the UW 

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.  

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. 

Our Commitment 

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected]. 

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.