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A higher degree of healthcare.

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.

UW Medicine’s IT Services department has an outstanding opportunity for an End Device Support Specialist!

UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

The End Device Support Specialist provides customer support to ensure a highly available, highly secure, highly reliable, easy to use distributed production computing environment. This position supports an environment comprised of network of distributed hosts, enterprise level servers, departmental servers and client end user devices. This position promotes the implementation of UW Medicine IT Services’ strategy, focusing on standard technologies and providing the user community (including remote affiliates) with well-supported services and tools consistent with the standards and guidelines within UW Medicine.

Under the general guidance of the Operations Supervisor, End Device Support, this position is responsible for the coordination of management of desktop end computing devices within UW Medicine. This position will identify needs, perform technical analysis on client systems, adapt and integrate existing software and hardware systems within UW Medicine. This position will participate in the on-call schedule in support of a 24-hour/7-day production environment. The position will work with departmental IT staff to train them and their clients in Medical Center standard systems.

RESPONSIBILITIES

Duties and Responsibilities

Analyze, install, configure, maintain and troubleshoot end computing devices, system software and drivers in support of UW Medicine-wide systems, departments and individual users.

Install and support IT Services' standard desktop hardware and software. Support networked and stand-alone peripherals.

Meet all productivity and quality standards or completion rates in the "EDS Service Productivity and Quality Standards" document.

Ensure that production systems operate accurately, reliably and efficiently.

Actively manage user relationships to analyze, plan, prioritize and follow up project work and systems requests.

Evaluate and implement user requests.

Follow up with users and management to confirm that work has been performed as expected.

Assist other team members with research and problem solving. Provide consultation to other support team members, IT Services project teams and the general Medical Center user community.

Participate in large and small scale project related duties.

Support IT Services standards for infrastructure. Ensure that procedures are followed to ensure the security and integrity of data and software.

Work with selected software and hardware vendors to provide user functionality in a manner consistent with UW Medicine standards, policies and practice.

Assist in the development of strategies for hardware and software architectures, and strategies to ensure their applicability to Medical Center needs.

Participate in departmental quality improvement projects when required.

Participate in the 24x7 on-call rotation.

Other related duties as assigned.

REQUIREMENTS

Three years of experience in programming and/or computer support services of a technical nature OR One year of experience as Computer Support Analyst I OR equivalent education/experience.

Additional Department Requirements – The experience noted above must include:

Experience must include hands-on, desk-side hardware and software support.

DESIRED

3+ years professional experience in complex information systems environments.

Ability to read, write, and verbally communicate effectively in English.

Experience in installing and troubleshooting IT Services standard Windows operating systems.

Experience in supporting Microsoft suite of application software.

Experience developing and implementing distributed network file sharing and print services.

Demonstrated experience working with hardware and software vendors.

Familiarity with TCP/IP.

Strong customer service orientation is essential, as is the ability to work positively with diverse users from Administrator to clerical level.

Requires initiative, follow-up and the ability to prioritize effectively.

Strong written and verbal communications skills.

Demonstrated ability to work with minimal direction, either independently or as part of a team.

Demonstrated organizational skills.

Demonstrated interpersonal skills.

Healthcare industry experience.

Proficiency using PC-based productivity tools.

Experience in the use of remote desktop management tools such as WSUS and SCCM.

Experience in supporting Macintosh operating systems.

CONDITIONS OF EMPLOYMENT

This classification is in a bargaining unit.

Participation in on-call rotation is required.

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