University of Washington
ASSISTANT DIRECTOR FOR DESKTOP SUPPORT
University of Washington, Seattle, Washington, us, 98127
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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 Shift:
First Shift Benefits:
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. 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. 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. 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. 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. 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.
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.
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.
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. 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. Committed 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.
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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 Shift:
First Shift Benefits:
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. 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. 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. 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. 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. 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.
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.
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.
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. 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. Committed 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.
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