FLSA Status: Nonexempt

Months Per Year: 12

Employment Status: Full-Time

Work Model: Hybrid Available

Seattle University will be one of the most innovative and progressive Jesuit and Catholic universities in the world, educating with excellence at the undergraduate, graduate, and professional levels. We embrace an intersectional framework for defining diversity in its broadest sense, including differences in gender, gender identity, race, ethnicity, generational history, culture, socioeconomic class, religion, sexual orientation, national origin, citizenship status, political perspectives, geographic origin and physical ability. Seattle University strives to be a welcome, open and safe campus climate for all who learn, live and work at Seattle University.

Position Description

Seattle University, founded in 1891, is a premier private university located on 50 acres in Seattle's Capitol Hill neighborhood. More than 7,400 students are enrolled in undergraduate and graduate programs within its nine schools and colleges. Awards and high rankings for academic rigor, sustainability, community service and social justice are among Seattle University's touchstones of excellence. Currently Seattle University is ranked as a top university by the Wall Street Journal and US News and World Report, and has received multiple awards for sustainability and community service. See www.SeattleU.edu for additional information.

Information Technology Services (ITS) provides high touch, high quality customer service to our community of faculty, staff, and students. We are looking for a results-oriented Service Desk Technician 2 to bring strong skills and experience to our diverse team.

The Service Desk Technician 2:

• Provides internal technical support to faculty, staff, and students using computer systems. Analyzes, troubleshoots and resolves support issues related to desktop or laptop hardware or software, network services, remote access, software applications, etc. Sets up computer workstations, configures and installs software.
  
• Is a self-starter possessing sound judgment, strong problem-solving skills, and is able to communicate effectively with a broad range of audiences.
  
• Enjoys designing systems to meet business requirements and tackling complex analysis and design efforts.
  
• Has strong technical skills, an inquisitive and positive nature, and is able to balance shifting priorities for the greatest positive impact.
  
• Exhibits superior technical skills, customer empathy, and an inquisitive and positive attitude.
  
• Effectively assesses customer needs and either resolves or escalates to the appropriate team.
  
• Acts as an escalation point to Tier 1 technical staff.
  
• Oversee complex and/or high-profile Information Technology Service Desk job functions and take the lead on most tasks or projects.
  
• Provide experienced technical, professional, analytical and organizational Service Desk consultation to University students, faculty, and staff.

Core Competencies

• 
  Customer Focus: Delivers exemplary service that meets and exceeds all customers' expectations.
  
• Ethics and Integrity: Adheres to Seattle University values, beliefs, and principles in all aspects of this position.
  
• Composure: Remains calm, maintains perspective and responds in a professional manner when faced with tough situations.
  
• Motivated/Results Oriented: Fantastic record of personal drive and the determination to succeed.
  
• Listening Skills: Must be an active listener to ensure client and team needs are fully understood and met.

Essential Job Functions and Responsibilities:

• General Responsibilities: Intermediate level role. Works under moderate supervision.
  
• General knowledge and skills: Intermediate level k-Seattleuledge and skills. Works on moderately complex projects and assignments.
  
• Independent judgement and decision making: Moderate / small portion of their domain
  
• Inclusive excellence: Early knowledge, but growing. Participates eagerly.
  
• Institutional knowledge: Basic understanding of the IT Services function and the key needs of its stakeholders.
  
• Communication: Guided communication with defined campus stakeholders.

Position Specific Responsibilities:

• Monitor incoming service channels and ticketing system and respond to customer requests in a timely manner.
• Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team.
• Takes ownership of customer issues from first contact and is accountable for the solutions and customer experience delivered until the issue is resolved.
• Provides support when capable, redirects and escalates when needed.
• Collaborate with ITS team members (internal and outsourced) to provide solutions.
• Proficiency in supporting PC/Mac computing environments and applications
• Advanced analytical and technical problem-solving skills
• Experience using and supporting a service management system to process and prioritize work assignments.
• May supervise student staff.
• Provides support, guidance, and training for Tier 1 technical staff.
• Manages computer deployments.
• Installs software and hardware.
• Remediates computers infected with virus.
• Provides support in person, over the phone, or remotely.
• Is an escalation point for ITS Tier 1 technicians.

Marginal Job Functions

• Perform other duties as assigned.

Qualifications

Minimum Qualifications

• 
  A demonstrated commitment to diversity, inclusion and equity, and the ability to live out the university’s mission, vision, and values.
  
• A bachelor’s degree and 1 year previous experience or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
  
• Use of incident management, problem management, and knowledge base tools (1 year).
  
• Strong understanding of ITIL best practices.
  
• At least 2-year experience of technical support.
  
• Demonstrated customer service orientation and have the ability to organize, analyze, prioritize, and problem-solve within a fast-paced environment.
  
• Proven ability to communicate difficult/sensitive information tactfully.
  
• The incumbent must be a self-starter with attention to detail, flexibility and the ability to adhere to project specifications and timelines.
  
• Demonstrated ability to produce effective, professional, and accurate written correspondence.
  
• Personal accountability for project timelines and milestones.
  
• Ability to work successfully individually and in a team-oriented environment.
  
• Commitment to service.
  
• Ability to exercise sound judgment in complex situations.

Preferred Qualifications

• 
  Experience working in higher education.
  
• CompTIA A+, Network+, or Internet+
  
• Microsoft Certifications
  
• Working knowledge of computer repair

Application Instructions

Please attach a cover letter with your resume when applying. Job postings are open until filled, unless otherwise specified.

Compensation at a Glance:

Salary Range: $58,000 - $68,000

Seattle University has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, and not based on a candidate’s gender or any other protected status.

Your total compensation goes beyond the number on your paycheck. Seattle University provides generous leave, health plans, and retirement contributions that add to your total compensation package.

Benefits at a Glance:

Consistent with its fundamental Jesuit values, Seattle University offers a wide range of benefits designed to care for the whole person. Choose from three different medical plans, a dental, and vision insurance programs. Protect your income with life, short & long-term disability coverage. Plan for your future with up to a 10% employer contribution for retirement benefits, comprised of a 5% nonelective employer contribution and an additional dollar-for-dollar match of your voluntary contributions up to a maximum of 5%. You may also take advantage of 100% paid tuition benefits for the employee and dependents, a subsidized transportation benefit, a wellness program with free access to an onsite fitness facility, and a wide variety of campus events. Enjoy a generous holiday schedule, including a paid Holiday break closure in December, vacation and paid sick leave, and paid community service leave. For more information explore the Benefits website at: https://www.seattleu.edu/hr/benefits/