University of Washington
SERVICE DESK ANALYST
University of Washington, Los Angeles, California, United States, 90079
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and we will be happy to assist you. jump to contentJob Location Detail:
Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle.Posting Date:
10/18/2024Closing Info:
Open Until FilledOther Compensation:Union Position:
YesShift:
Alternate Work ShiftBenefits:
As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.UW MEDICINE IT SERVICES
has an outstanding job opportunity for a
SERVICE DESK ANALYST
position.
WORK SCHEDULE100% FTE – 40 hours per week
POSITION HIGHLIGHTS
Providing technical and designated application support including issue resolution, coordination and communication, analysis, escalation, and reporting of issues.
Consult and participate in internal and/or enterprise projects and initiatives.
Coordinate communications on planned outages and the resolution of unplanned incidents.
Participating in a rotating shift schedule and being on-call as necessary.
DEPARTMENT DESCRIPTIONUW Medicine IT Services (ITS)
is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
PRIMARY JOB RESPONSIBILITIESYou provide professional, friendly, technical, and designated application support for all of UW Medicine’s entities and personnel working within UW Medicine entities.
You respond, diagnose, and resolve calls/requests for assistance received through all communication channels and follow-up on end user issues, where necessary to ensure customer satisfaction.
You conduct analysis and troubleshooting activities on hardware, such as Windows printing, label printers, barcode med administration, PCs, laptops and embedded components in those devices, and software issues, such as EPIC, ORCA, Mindscape, Office productivity Suite, and other devices such as iPads, tablets and Surfaces; multiple PC access, standard PC configuration and virtual desktop; using critical thinking skills to assess issues, identification of resolution options, and impact to customers.You report findings, suggest possible solutions.
You provide application support for designated software, such as ORCA, EPIC, Mindscape, Team Access, and electronic whiteboard software, diagnosing and resolving application support issues, escalating if necessary and supporting multiple domains across AMC, UWP, and NWH.
You create timely and accurate documentation of end user interactions as well as proper escalation where necessary.
You proactively negotiate and coordinate with all support groups and UW Medicine enterprise to ensure ITS Service Desk is successful supporting customer needs, providing subject matter expertise and participate in design sessions, testing and evaluating hardware and software products, providing diagnosis information, feedback, and/or referring back to the appropriate ITS area and/or vendor.
You research, create, modify, and maintain technical documentation for use in issue resolution.
You consult and participate in internal and/or enterprise projects and initiatives.
You manage and coordinate the communication around enterprise events such as outage process, which may include, but not limited to, setting up conference calls or sending communication for events such as network and system failures, and phone system failure.
REQUIRED QUALIFICATIONSTwo years of experience in programming or computer support services of a technical nature OR equivalent education/experience.
DESIRED DEPARTMENT REQUIREMENTSDemonstrated experience and understanding of knowledge tools as applied to Service Desk operations.
Must be able to participate in the Help Desk Telework program.
Excellent customer support skills and demonstrated ability to be an advocate for customer’s needs to the IT enterprise.
Experience handling confidential information.
Demonstrated ability to work with minimal direction, either independently or as part of a team.
CONDITIONS OF EMPLOYMENTThis classification is in a bargaining unit.
This is an Information Technology deadline-driven work environment.
UW Medicine ITS Help Desk is operational 24 hours a day, 7 days a week, 365 days a year. There are four shifts to support the operational hours.
This position requires participation in the on-call rotation.
This position requires carrying a pager or other means of notification.
This position is responsible for daily response to customer demands and the incumbent must be able to meet time-sensitive customer needs.
The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Must have the ability to meet in person as directed by manager.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Ability to communicate effectively in English, both verbally and in writing.
All hires must adhere to the working standards of UW Medicine IT Services. Examples include (but are not limited to):o Observe Time Tracking Policy.o Observe professionalism standards including dress and punctuality.o Follow organizational norms with respect to e-mail, distributions, pagers, cell phones.o Observe absence notification standards.o Provide regular status reports to Help Desk management.o Attend team and departmental meetings as appropriate.o Act as backup for other team members and functions, as needed.
ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCAREUW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists, and other health professionals.
All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student, and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.
Become part of our team . Join our mission to make life healthier for everyone in our community.
#monsterCommitted 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.To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu .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 .
#J-18808-Ljbffr
and we will be happy to assist you. jump to contentJob Location Detail:
Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle.Posting Date:
10/18/2024Closing Info:
Open Until FilledOther Compensation:Union Position:
YesShift:
Alternate Work ShiftBenefits:
As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.UW MEDICINE IT SERVICES
has an outstanding job opportunity for a
SERVICE DESK ANALYST
position.
WORK SCHEDULE100% FTE – 40 hours per week
POSITION HIGHLIGHTS
Providing technical and designated application support including issue resolution, coordination and communication, analysis, escalation, and reporting of issues.
Consult and participate in internal and/or enterprise projects and initiatives.
Coordinate communications on planned outages and the resolution of unplanned incidents.
Participating in a rotating shift schedule and being on-call as necessary.
DEPARTMENT DESCRIPTIONUW Medicine IT Services (ITS)
is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
PRIMARY JOB RESPONSIBILITIESYou provide professional, friendly, technical, and designated application support for all of UW Medicine’s entities and personnel working within UW Medicine entities.
You respond, diagnose, and resolve calls/requests for assistance received through all communication channels and follow-up on end user issues, where necessary to ensure customer satisfaction.
You conduct analysis and troubleshooting activities on hardware, such as Windows printing, label printers, barcode med administration, PCs, laptops and embedded components in those devices, and software issues, such as EPIC, ORCA, Mindscape, Office productivity Suite, and other devices such as iPads, tablets and Surfaces; multiple PC access, standard PC configuration and virtual desktop; using critical thinking skills to assess issues, identification of resolution options, and impact to customers.You report findings, suggest possible solutions.
You provide application support for designated software, such as ORCA, EPIC, Mindscape, Team Access, and electronic whiteboard software, diagnosing and resolving application support issues, escalating if necessary and supporting multiple domains across AMC, UWP, and NWH.
You create timely and accurate documentation of end user interactions as well as proper escalation where necessary.
You proactively negotiate and coordinate with all support groups and UW Medicine enterprise to ensure ITS Service Desk is successful supporting customer needs, providing subject matter expertise and participate in design sessions, testing and evaluating hardware and software products, providing diagnosis information, feedback, and/or referring back to the appropriate ITS area and/or vendor.
You research, create, modify, and maintain technical documentation for use in issue resolution.
You consult and participate in internal and/or enterprise projects and initiatives.
You manage and coordinate the communication around enterprise events such as outage process, which may include, but not limited to, setting up conference calls or sending communication for events such as network and system failures, and phone system failure.
REQUIRED QUALIFICATIONSTwo years of experience in programming or computer support services of a technical nature OR equivalent education/experience.
DESIRED DEPARTMENT REQUIREMENTSDemonstrated experience and understanding of knowledge tools as applied to Service Desk operations.
Must be able to participate in the Help Desk Telework program.
Excellent customer support skills and demonstrated ability to be an advocate for customer’s needs to the IT enterprise.
Experience handling confidential information.
Demonstrated ability to work with minimal direction, either independently or as part of a team.
CONDITIONS OF EMPLOYMENTThis classification is in a bargaining unit.
This is an Information Technology deadline-driven work environment.
UW Medicine ITS Help Desk is operational 24 hours a day, 7 days a week, 365 days a year. There are four shifts to support the operational hours.
This position requires participation in the on-call rotation.
This position requires carrying a pager or other means of notification.
This position is responsible for daily response to customer demands and the incumbent must be able to meet time-sensitive customer needs.
The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Must have the ability to meet in person as directed by manager.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Ability to communicate effectively in English, both verbally and in writing.
All hires must adhere to the working standards of UW Medicine IT Services. Examples include (but are not limited to):o Observe Time Tracking Policy.o Observe professionalism standards including dress and punctuality.o Follow organizational norms with respect to e-mail, distributions, pagers, cell phones.o Observe absence notification standards.o Provide regular status reports to Help Desk management.o Attend team and departmental meetings as appropriate.o Act as backup for other team members and functions, as needed.
ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCAREUW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists, and other health professionals.
All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student, and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.
Become part of our team . Join our mission to make life healthier for everyone in our community.
#monsterCommitted 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.To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu .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 .
#J-18808-Ljbffr