Computer Support Technician

Position: Computer Support Technician 1
** Job Description
** The Center for Studies in Demography and Ecology (CSDE) is an interdisciplinary research Center, supporting all University of Washington students and faculty with interests in demography and/or ecology.

Demographic research covers a broad spectrum of topics, including issues related to health, epidemiology, crime, welfare policy, family, sex roles, race, ethnicity, segregation, gender, inequality, poverty, family planning, and environmental issues. At present, the Center has affiliate students from many departments and schools on campus including Anthropology, Sociology, Epidemiology, Health Services, Geography, Political Science, the Evans School of Public Affairs, the School of Social Work, the College of Education, the Jackson School of International Studies, and the School of Public Health.

CSDE is seeking a well-rounded, service-oriented individual with good communication skills, creativity, and energy to support the computing needs of a primarily non-technical user base in the Social Sciences.

We support amazing Social Science research and computing is a critical foundation for that research.  Join our team and uniquely challenging mission to provide a state-of-the-art, stable computing infrastructure to a diverse group of users.

Duties and Responsibilities include, but are not limited to:
* Maintain a consistent published schedule during normal business hours.
* Track and respond to customer requests (walk-up, telephone, and (most frequently) email-based help desk)
* Install, configure, maintain and troubleshoot computers and software
* Support end-user systems including desktop computer, peripherals (printers, webcams, software, and firmware updates)
* Support audio/visual/teleconference equipment for CSDE meetings and functions
* Work issues with software and hardware vendors to save staff time and resolve technical issues
* Understand and follow procedures and policies pertaining to UW policies, the CSDE systems and its user base
* Track requests and follow up with users to confirm effective resolution.
* Regularly report effort and time expended for various projects
* Escalate issues to appropriate team members or vendors
* Own issues and initiate requests to senior members when stalled
* Provide responsive end-user support for basic technology and application questions and problems.
* Ensure that procedures are followed to ensure the security and integrity of data and software.
* Provide ad hoc reporting of support problems/request documentation.
* Provide flexible, timely and efficient resolution to customer issues.
* Troubleshoot customer problems with using Remote Desktop on Mac and PC platforms
* Update technical documentation & procedures for CSDE computing systems.
* Move equipment as directed
* Provide occasional, impromptu training for users, faculty, and staff.
* Participate in occasional planned work outside of normal work hours/days
* Ensure departmental personal computers receive updates and patches in a timely fashion
* Troubleshoot departmental email and calendar issues
*
* Minimum Requirements:

*** One year of experience involving the use of computerized information systems OR equivalent education/experience.
** Desired

Qualifications:

*** Bachelors’ degree.  Equivalent experience may substitute for the educational requirement.
* Experience in an IT support capacity.
* Demonstrated ability to communicate effectively in verbal and written form
* Ability to lift computers, servers, other equipment up to 50 lbs.
* Previous customer service and/or help desk experience.
* Strong verbal and written communications skills.  Writing samples will be requested.
* Scientific, evidence-based approach to troubleshooting
* Cross-cultural competence, bilingual abilities
* Compassion for non-technical users, their challenges, and their need for simplicity.
* Strong organizational and task-management / prioritizing skills.
* Experience Installing, configuring, maintaining, and troubleshooting computer systems and software.
* Prior experience working within a technical support environment.
* Experience in the principles, practices, and techniques used in developing and maintaining complex systems.
*…