IT Technician​/Service Desk Technician

** Job Description**#
** Job Description
** The IT Technician/Service Desk Technician (Job Profile: Computer Support Technician
2) provides comprehensive hardware and software support to end-users and functions as both a Tier-1 and Tier-2 Service Desk resource.  This position delivers advanced troubleshooting and escalation support while also handling front line service desk requests as needed to ensure consistent coverage as operational needs require.  The role assists with School of Medicine systems and applications through basic Active Directory administration, intranet access and content updates, security and compliance support, systems monitoring, and participation in Service Desk process improvement initiatives.

This position is responsible for successfully supporting users and providing operational support for custom and vendor applications that are critical to a large number of external clients and to UW Medicine’s multi-lateral academic, administrative, and research mission.  The ideal candidate will possess strong technical skills across a broad range of endpoint, application, and support technologies.

This position works collaboratively with School of Medicine managers, supervisors, and staff to understand support needs, resolve issues efficiently, and identify opportunities to improve Service Desk processes.  The role contributes to maintaining and enhancing established service standards to ensure reliable, high-quality IT support for the School of Medicine and its affiliated departments and programs.#
** Duties and Responsibilities
**** Technical Support and Incident Resolution – 80%
*** Coordinate and manage service requests through the Service Desk ticketing system, including hardware repairs, account-related tasks, and workstation configuration changes, while maintaining accurate records and service documentation
* Use diagnostic tools and structured troubleshooting processes to identify whether issues stem from hardware, network, or application problems, and escalate complex issues to internal teams or vendor support as appropriate
* Assist users with a variety of hardware devices and software applications by diagnosing issues, resolving configuration problems, and coordinating vendor-supported hardware repairs as needed
* Deploy, configure, and support desktops and laptops, including operating system and application installation using Microsoft Endpoint Configuration Manager (MECM)
* Provide targeted end-user training and onboarding support for standard productivity tools (such as Microsoft 365 and One Drive), including recurring training for new medical students as required
* Use basic scripting and command-line tools (such as Power Shell) to automate or simplify routine support and administrative tasks
** Systems Administration and Access Management – 10%
*** Administer and manage user and group-based access to file servers and print services using Active Directory, in accordance with security and access standards
* Support endpoint security and compliance requirements by following established policies and procedures for access control, device configuration, and data protection
* Manage user access and maintain content within the School of Medicine Drupal Intranet
** Service Management, Documentation, and Process Improvement – 5%
*** Maintain accurate documentation and records related to hardware and software configurations, network settings, and support procedures, including user and system manuals
* May perform research and provide recommendations related to new technology, tools, or Service Desk process improvements
** Team and Operational Support – 5%
*** May direct the work of student assistants as needed
* Perform related duties as required#
** Minimum Requirements
*** One year of experience as a Computer Support Technician I
* Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration#
** Additional Requirements
*** Excellent interpersonal, customer service, and communication skills, with the ability to work effectively with diverse users from clerical to executive levels
* Progressive experience supporting end-users in an Active Directory domain environment, including basic user and group administration
* Proven ability to write clear and accurate technical documentation
* Demonstrated experience showing initiative to identify, prioritize, and resolve problems
* Knowledge of Windows client operating systems and basic familiarity interacting with Windows Server environments
* Proficient knowledge of Microsoft 365 and related productivity applications
* Experience working within ITIL-aligned Service Desk processes and ticketing systems such as Service Now
* General understanding of TCP/IP networks and network troubleshooting techniques
* Ability to work independently while remaining an effective team member
* Ability to remain calm in difficult and high-pressure situations#
** Desired…