Printing Support Specialist (Computer Support Tech 3)

University Of Washington Seattle , WA 98113

Posted 5 months ago

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. 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. All of which has allowed the UW to be nationally recognized as a "Great College to Work For" for five consecutive years.

The University of Washington Bothell is one of the most dynamic public universities in the state of Washington. We offer a participatory student experience grounded in hands-on learning, close relationships with faculty members as teachers and mentors, and the personalized support of staff who are dedicated to student success. The academic work of the campus focuses on cross-disciplinary research and creative practice, connected learning, and community engagement. UW Bothell's current enrollment is approximately 5,500 students. More than 90 percent of undergraduates are from Washington State, and approximately half are first-generation college attendees or come from underrepresented groups. Located along wetlands and a river north of Seattle, UW Bothell builds vibrant regional partnerships, creates and disseminates new knowledge, and prepares students for leadership throughout Washington and beyond

UW Bothell has an outstanding opportunity for a Printing Support Specialist.

As a member of the Tier 1 Helpdesk team in I.T., the Printing Support Specialist will be the primary support staff for all printing services and printer support on the UWB campus. This position will help to produce and deliver on key emerging services for the UW Bothell campus relating to printing, computing, productivity and instructional environments. The success of all positions in Information Technologies depends on individuals who place teamwork and collaboration as their highest workplace values. I.T. team members are asked to work collaboratively to resolve support requests and continually grow the skills necessary to assist with broad team responsibilities. The Helpdesk Services team is responsible for delivering a comprehensive array of support services to help students, faculty, and staff at UW Bothell to accomplish our goals for planning, learning, research, and administration.

This position will have the unique opportunity to build and deliver on a critically needed printing service to enable this team, and the campus as a whole, to function more efficiently and effectively.

General Duties:

  • Support and oversee printer acquisition and printer support activities for UW Bothell.

  • Build on existing quality customer service values to document, deliver printing acquisition, and support services at the same level as all UW Bothell constituents have come to expect from UWB I.T.

  • Evaluate current solutions in the areas of printing and helpdesk response services, implement new processes, and support models to enhance and expand these services to meet the standards of the campus mission.

  • Consult and coordinate with outside vendors (Ricoh) as well as essential UW partners (UW Managed Print Services, UW Bothell Budget and Fiscal Services and UW Bothell Facilities Services) concerning printer acquisition, management and support activities.

  • Deliver expertise on the key production tools and software used to fulfill the needs of an improved environment for printer acquisition and support.

  • Document and create instruction, signage, workflow and self-help support for the I.T. team and campus users for these new services and improved processes.

  • Participate on project teams for this work and take the lead on delivery for discrete tasks within that framework.

  • Coordinate call response to ensure proper issue tracking, assignment, referral, and resolution via telephone, email, online interface, and in-person interactions.

  • Offer rapid response for urgent help desk requests and help facilitate seamless workflow for users by helping them integrate their technology environment with their work processes and information needs.

  • Build on existing quality customer service values to document and deliver new services at the same level as all UW Bothell constituents have come to expect from UWB IT.

  • Conduct user training in the following areas: printing support and helpdesk process improvement application support.

  • Perform and oversee Tier 1 support activities for the I.T. Help Desk and assist in maintaining a daily schedule of classroom, event, and other I.T. support areas including robust issue escalation and coordination with Tier 2 support.

  • Assist with the support of presentation technology in campus classrooms, study rooms, conference rooms and event spaces including instruction for users as well as technical support and maintenance for the computers.

  • Assist coworkers, units, and with internal processes, share expertise and provide mentorship to team members, including student technician training for I.T. policies, procedures, and technical practices.

  • Participate regularly in setting and achieving team and individual goals; Coach fellow team members respectfully.

  • Maintain a high level of accountability using personal productivity and scheduling tools, shared with the I.T. Services team; respond to meeting requests and attend meetings on time.

  • Provide clear and consistent communication between other team members and users.

  • Other duties as assigned.

Required Qualifications:

  • One year of experience as Computer Support Technician II, OR equivalent education/experience.

Additional Qualifications:

  • Experience in Tier 1 computer support services of a technical nature

  • Committed to working professionally and respectfully with diverse constituencies

  • Excellent customer service skills

  • Excellent verbal and written communication skills

  • Experience supporting both Windows and Macintosh operating environments

  • Demonstrated proficiency with common productivity tools for word processing, spreadsheets, email and calendaring.

  • Ability to lift, push, and pull up to 50lbs of computer and/or event support equipment.

Desired Qualifications:

  • Experience working in a higher education computing department

  • Experience with classroom and event support audio-visual equipment

  • Experience providing computing support services within an enterprise level helpdesk

  • Experience producing and delivering end user documentation as well face-to-face and online training and presentations

Conditions of Employment:

Work Schedule:

  • Academic Quarter: Monday Friday, 8:00am 5:00pm

  • Interims: Monday

  • Friday 8:00am

  • 5:00pm

  • Some overtime may be required

  • Designated as essential staff during periods of campus closures

Application Process:

The application process for UW positions 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 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.

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Printing Support Specialist (Computer Support Tech 3)

University Of Washington