Computer Support Technician

Job Description

The College of Arts & Sciences IT team has an outstanding opportunity for a Computer Support Technician 2 to join their team.

The College of Arts & Sciences Dean’s Office is seeking a Computer Support Technician 2 to support a complex computing environment. The successful candidate will collaborate with the IT team to blend central standards and guidelines with local expertise and requirements to create a stable, reliable environment while providing flexible service.

The role supports a combination of systems including remote and on‑site computing, printing, and networking for departments across the College of Arts & Sciences as well as executive leadership.

• Hardware and Software Desktop Support
• Coordinate repair scheduling, service requests, records maintenance, service contracts, user accounts, security, and workstation configurations.
• Install and configure newly acquired PC's, LAN workstations and various software packages.
• Use diagnostic tools and troubleshooting processes to determine if problems are due to equipment, network or application errors; refer complex problems to hardware maintenance, software support or vendor support services.
• Support end‑user systems including desktop computers, peripherals (printers, scanners, removable drives, media readers).
• Assist users with hardware device software packages; troubleshoot and resolve problems such as board swapping and reconfiguring settings to enable operability.
• Document and maintain records on hardware and software configurations, network performance and configurations.
• Write, maintain and update user manuals, system support manuals and other documentation.
• Work with software and hardware vendors to resolve technical issues.
• Train users on specific packaged software applications.
• Assist faculty with teaching aids, materials and equipment for classroom instruction.
• Research and provide information to management regarding new technology and equipment.
• Ensure compatibility with central UW computing systems and standards, focusing on systems security.
• Support audio/visual/teleconference equipment for meetings and functions.
• Stay current with campus standards, technology developments and College guidelines for reliability, performance and security.
• Follow procedures and policies pertaining to systems and users.
• Provide responsive end‑user support for basic technology and application questions and problems.
• Communicate clearly when escalating issues to team members or vendors.
• Track requests and follow up with users to confirm effective resolution.
• Provide ad‑hoc reporting of support problems/request documentation.
• Offer flexible, timely and efficient resolution to customer issues.
• Troubleshoot customer problems (remotely) using Remote Desktop or Zoom Support on Mac and PC platforms.
• Provide occasional, impromptu training for users, faculty and staff.
• Participate in occasional planned work outside of normal hours or days.
• Ensure departmental PCs receive updates and patches in a timely fashion.
• Troubleshoot departmental email and calendar issues.
• Maintain inventories of computer equipment and network diagrams.
• Move equipment as directed.
• Other duties as assigned.

• One year of experience as a Computer Support Technician I or equivalent.
• Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Manager.

• Previous customer service and/or help desk experience.
• Strong verbal and written communication skills.
• Bachelor’s degree or equivalent experience.
• Cross‑cultural competence.
• Compassion for non‑technical users.
• Strong organization and task‑management / prioritization skills.
• Experience installing, configuring, maintaining, and troubleshooting computer systems and software.
• Experience with principles, practices, and techniques for maintaining complex systems.
• Familiarity with one or more of the following: databases, Linux, remote computing, MS Office (O365 online and on‑premises), Exchange email, UW G‑suite, cloud computing, Adobe Creative Cloud.

• Pay Range Minimum: $53,400.00 annual
• Pay Range…