University of Washington
ASSISTANT DIRECTOR FOR DESKTOP SUPPORT
University of Washington, Seattle, Washington, us, 98127
Req #: 241032
Department: COLLEGE OF ARTS & SCIENCES
Appointing Department Web Address: https://admin.artsci.washington.edu/computing
Job Location Detail: This position reports to an in-person office. We currently allow for 2 days remote if the work can be done remotely.
Posting Date: 11/20/2024
Closing Info: Closes On 12/04/2024
Salary: $7,200 - $8,900 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-professional-staff-librarians-academic-staff-20230701_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.
The College of Arts & Sciences has an outstanding opportunity for an Assistant Director for Desktop Support to join their team.
The role will provide technical leadership for the CAS (College of Arts and Sciences) IT Tier 1 Service Desk Team. This is a hands-on leadership position; technical acumen is essential. The Assistant Director of Desktop Support will be responsible for multiple staff members who perform highly visible day-to-day operations and support functions for the campus, including: service desk; desktop management, support, and lifecycle; event support; printing; and AV/classroom/conference tier 1 support.
The manager is a member of the CAS IT Leadership Team and will lead/manage projects, service and process changes, implement Service Management practices, and continual service improvements; they are also responsible for establishing tactical plans and working collaboratively across diverse groups to ensure projects and services are aligned with University and College goals and requirements.
This role will support operational and technical consultations for the development, deployment, information security and disposition of computer hardware and software for the College of Arts and Sciences Dean’s office and over 30 academic units and centers across the College.
Reporting to the College’s Director of Information Technology, the incumbent will be responsible for implementing innovative, effective, and sustainable computing services and exploring and promoting ways that technology can improve staff and faculty user experience. Working independently and by guiding the work of a small team of Tier 1 IT Support staff, this position is responsible for office computer support, equipment requisition, and inventory management of systems in the College of Arts and Sciences Dean’s Office along with over 30 academic units and centers.
This position provides technical expertise and support for the Desktop Support team as well the stakeholders and customers. You will work with your team to recommend appropriate computing solutions to meet the needs of the ever-changing security and computing requirements of faculty and administration alike. You will make plans for new technology adoption for faculty and staff in the College of Arts and Sciences Dean’s Office and Academic units the Dean’s office IT group support.
This position is a working manager role with 3 or more desktop support staff reporting to this position. The position requires someone with strong technical acumen and ability to lead a diverse team of technical individuals with varying degrees of technical skills.
DUTIES AND RESPONSIBILITIES Management, Procurement, and Inventory (50%)
Hire, train, direct, manage, and mentor student staff and IT staff who provide support to the College and departments.
Handle procurement of goods and services for the Dean’s office and departments, using both Workday and ProCard.
Manage licensing for specialty software.
Label and track internal and capital assets, using SharePoint, Workday, and the Equipment Inventory Office to maintain inventory of all CAS equipment.
Manage and process quarterly surplus for CAS computing equipment.
Support operational and technical consultations for the development, deployment, and disposition of computer hardware and software for the College of Arts and Sciences Dean’s office and over 30 academic units and centers across the College.
Perform on a need basis, systems analysis, information security management, and network infrastructure changes in partnership with the senior infrastructure team.Consulting and Support of Administration, Faculty and Staff (15%)
Troubleshoot, consult, and advise faculty and staff in the Dean’s Office and Academic CAS Departments, providing support as needed.
Along with the Director of Information Technology, act as the escalation point for the needs of high-touch administrators, faculty and staff on issues related to desktop support.
Manage and support hardware from deployment to disposition for all administrators and staff within CAS Dean’s office and pertinent academic units.
Provide suggestions and recommendations for technology adoption/purchasing.
Communicate complex technical concepts in a clear manner to non-technical users.
Manage reporting and metrics via the ServiceNow ticketing system.
Ensure that computer hardware and software is appropriate and reliable for the staff, fulfilling the teaching, research, and operations needs of CAS.
Work with the Director of Information Technology to develop and administer a strategic plan for Desktop Support.
Following documentation, be able to deploy images to faculty and staff machines using deployment services; restore end-user backups to their machines; configure, test, and install software.Compliance/Security Management (15%)
Work with administration and staff to ensure the use of technology is compliant with UW Data Protection and Security policies.
Follow the Equipment Inventory Office and Surplus Office protocols to ensure UW compliance with state-owned equipment.
Communicate regularly with Director of Information Technology to ensure compliance with CAS computing policies.Administrative (20%)
Provide professional customer service to develop and administer the client support mission for the Desktop Support team.
Create training materials and knowledge-based articles to provide a consistent level of service.
Participate in general office administration, such as accepting deliveries, processing ordered equipment, keeping office organized, etc. MINIMUM REQUIREMENTS
Bachelor's Degree in Information Science/Systems, Computer Science, or a related field, or equivalent experience; plus 3-4 years relevant work experience in a leadership or equivalent role. Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. ADDITIONAL REQUIREMENTS
Experience with a wide variety of hardware, including, but not limited to desktop/laptop Macs and PCs, phones/tablets, printers, and peripheral devices.
Experience using and managing Microsoft Windows Server, Windows 10/11, Microsoft Office 365; demonstrated understanding of Microsoft Active Directory and Windows domains.
Experience using and managing MacOS/iOS.
Desire and willingness to learn modern technologies and keep up with trends in IT.
Able to lift or move up to 40 pounds of materials. DESIRED QUALIFICATIONS
ITIL Certification.
Experience working in Higher Education.
Experience with procurement systems, particularly Workday and GHX.
Experience with ticketing systems, particularly ServiceNow.
Experience with SharePoint and GSuite.
Experience with Microsoft MDT, DISM, JAMF or equivalent software imaging tool.
Experience with remote assistance software (e.g. Zoom, Windows Remote Assistance). Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are access ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
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.
Department: COLLEGE OF ARTS & SCIENCES
Appointing Department Web Address: https://admin.artsci.washington.edu/computing
Job Location Detail: This position reports to an in-person office. We currently allow for 2 days remote if the work can be done remotely.
Posting Date: 11/20/2024
Closing Info: Closes On 12/04/2024
Salary: $7,200 - $8,900 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-professional-staff-librarians-academic-staff-20230701_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.
The College of Arts & Sciences has an outstanding opportunity for an Assistant Director for Desktop Support to join their team.
The role will provide technical leadership for the CAS (College of Arts and Sciences) IT Tier 1 Service Desk Team. This is a hands-on leadership position; technical acumen is essential. The Assistant Director of Desktop Support will be responsible for multiple staff members who perform highly visible day-to-day operations and support functions for the campus, including: service desk; desktop management, support, and lifecycle; event support; printing; and AV/classroom/conference tier 1 support.
The manager is a member of the CAS IT Leadership Team and will lead/manage projects, service and process changes, implement Service Management practices, and continual service improvements; they are also responsible for establishing tactical plans and working collaboratively across diverse groups to ensure projects and services are aligned with University and College goals and requirements.
This role will support operational and technical consultations for the development, deployment, information security and disposition of computer hardware and software for the College of Arts and Sciences Dean’s office and over 30 academic units and centers across the College.
Reporting to the College’s Director of Information Technology, the incumbent will be responsible for implementing innovative, effective, and sustainable computing services and exploring and promoting ways that technology can improve staff and faculty user experience. Working independently and by guiding the work of a small team of Tier 1 IT Support staff, this position is responsible for office computer support, equipment requisition, and inventory management of systems in the College of Arts and Sciences Dean’s Office along with over 30 academic units and centers.
This position provides technical expertise and support for the Desktop Support team as well the stakeholders and customers. You will work with your team to recommend appropriate computing solutions to meet the needs of the ever-changing security and computing requirements of faculty and administration alike. You will make plans for new technology adoption for faculty and staff in the College of Arts and Sciences Dean’s Office and Academic units the Dean’s office IT group support.
This position is a working manager role with 3 or more desktop support staff reporting to this position. The position requires someone with strong technical acumen and ability to lead a diverse team of technical individuals with varying degrees of technical skills.
DUTIES AND RESPONSIBILITIES Management, Procurement, and Inventory (50%)
Hire, train, direct, manage, and mentor student staff and IT staff who provide support to the College and departments.
Handle procurement of goods and services for the Dean’s office and departments, using both Workday and ProCard.
Manage licensing for specialty software.
Label and track internal and capital assets, using SharePoint, Workday, and the Equipment Inventory Office to maintain inventory of all CAS equipment.
Manage and process quarterly surplus for CAS computing equipment.
Support operational and technical consultations for the development, deployment, and disposition of computer hardware and software for the College of Arts and Sciences Dean’s office and over 30 academic units and centers across the College.
Perform on a need basis, systems analysis, information security management, and network infrastructure changes in partnership with the senior infrastructure team.Consulting and Support of Administration, Faculty and Staff (15%)
Troubleshoot, consult, and advise faculty and staff in the Dean’s Office and Academic CAS Departments, providing support as needed.
Along with the Director of Information Technology, act as the escalation point for the needs of high-touch administrators, faculty and staff on issues related to desktop support.
Manage and support hardware from deployment to disposition for all administrators and staff within CAS Dean’s office and pertinent academic units.
Provide suggestions and recommendations for technology adoption/purchasing.
Communicate complex technical concepts in a clear manner to non-technical users.
Manage reporting and metrics via the ServiceNow ticketing system.
Ensure that computer hardware and software is appropriate and reliable for the staff, fulfilling the teaching, research, and operations needs of CAS.
Work with the Director of Information Technology to develop and administer a strategic plan for Desktop Support.
Following documentation, be able to deploy images to faculty and staff machines using deployment services; restore end-user backups to their machines; configure, test, and install software.Compliance/Security Management (15%)
Work with administration and staff to ensure the use of technology is compliant with UW Data Protection and Security policies.
Follow the Equipment Inventory Office and Surplus Office protocols to ensure UW compliance with state-owned equipment.
Communicate regularly with Director of Information Technology to ensure compliance with CAS computing policies.Administrative (20%)
Provide professional customer service to develop and administer the client support mission for the Desktop Support team.
Create training materials and knowledge-based articles to provide a consistent level of service.
Participate in general office administration, such as accepting deliveries, processing ordered equipment, keeping office organized, etc. MINIMUM REQUIREMENTS
Bachelor's Degree in Information Science/Systems, Computer Science, or a related field, or equivalent experience; plus 3-4 years relevant work experience in a leadership or equivalent role. Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. ADDITIONAL REQUIREMENTS
Experience with a wide variety of hardware, including, but not limited to desktop/laptop Macs and PCs, phones/tablets, printers, and peripheral devices.
Experience using and managing Microsoft Windows Server, Windows 10/11, Microsoft Office 365; demonstrated understanding of Microsoft Active Directory and Windows domains.
Experience using and managing MacOS/iOS.
Desire and willingness to learn modern technologies and keep up with trends in IT.
Able to lift or move up to 40 pounds of materials. DESIRED QUALIFICATIONS
ITIL Certification.
Experience working in Higher Education.
Experience with procurement systems, particularly Workday and GHX.
Experience with ticketing systems, particularly ServiceNow.
Experience with SharePoint and GSuite.
Experience with Microsoft MDT, DISM, JAMF or equivalent software imaging tool.
Experience with remote assistance software (e.g. Zoom, Windows Remote Assistance). Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are access ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
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.