Service Desk Technician 2

Months Per Year:

12 months per year

Work Model:

Hybrid Work Eligible

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.

Seattle Universitys Core Competencies

Effective Team Collaboration: Works harmoniously with others towards a common goal leveraging individual strengths to achieve shared objectives.

Emotionally Intelligent Communication: Engages in a skillful exchange of information thoughts and feelings verbally and non-verbally.

Ethics and Integrity: Demonstrates an unwavering commitment to honesty professionalism and alignment with our Jesuit mission in all actions and decisions.

Flexibility and Innovation: Embraces change approaching problems with curiosity adaptability and is committed to making a positive impact.

Mindful Inclusion: Fosters mindful inclusion by consciously creating a workplace that celebrates differences embraces cultural humility and empowers uniqueness.

Outcomes-Driven Orientation: Sets clear objectives pursues excellence and delivers measurable outcomes while upholding Jesuit Catholic values.

Job Description Summary

Information Technology Services (IT Services) 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.

Position Description:

The Service Desk Technician 2:

• Provides internal technical support to faculty staff and students using PC and Mac computer systems. Analyzes troubleshoots and resolves support issues related to desktop or laptop hardware and software network services remote access software applications etc. Sets up computer workstations configures and installs software and assists with mobile devices.

• Is a self-starter possessing sound judgment strong problem-solving skills and can 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 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 and student employees.

• Oversees complex and/or high-profile Information Technology Service Desk job functions and takes the lead on most tasks and projects.

• Provides experienced technical professional analytical consultations to the Seattle University community via the Service Desk.

Core Competencies

• Customer Focus: Delivers exemplary service that meets and exceeds all customers expectations.

• Ethics and Integrity: Understands Seattle University values beliefs and principles acts with ethics and integrity and understands the value of diversity in educational and work environments.

• 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.

Minimum Qualifications

• A bachelors degree and two years of previous experience in technical support or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

• Proficiency in supporting PC and 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 including incident management problem management and knowledge base tools.

• Strong understanding of ITIL best practices.

• Demonstrated customer service orientation and can organize analyze prioritize and problem-solve within a fast-paced environment.

• Proven ability to communicate difficult/sensitive information tactfully. Demonstrated ability to produce effective professional and accurate written correspondence.

• Must be a self-starter with attention to detail flexibility and the ability to adhere to project specifications and timelines. Personal accountability for project timelines and milestones.

• Ability to work successfully individually and in a team-oriented environment.

• 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.

Compensation at a Glance

$60000 - $65000

Application Instructions

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

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 candidates 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. Benefits are available to eligible employees working at an FTE of 0.53 or greater. Eligible employees may choose from three medical plans as well as dental and vision insurance programs. Protect your income with life short- and long-term disability coverage. Plan for your future with up to a 10% employer contribution toward 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%.

Eligible employees may also take advantage of 100% paid tuition benefits for themselves and eligible dependents a subsidized transportation benefit a wellness program with free access to an on-site fitness facility and a wide variety of campus events. Enjoy a generous holiday schedule including a paid December holiday break closure vacation and paid sick leave and paid community service leave.

Positions designated as hybrid eligible may offer the opportunity for a hybrid work schedule after successful completion of an introductory period of 36 these cases the role typically begins fully on campus to support onboarding and training with the potential to transition to a hybrid arrangement thereafter.

Positions designated as on-site are not eligible for hybrid work and are expected to remain fully on campus.

All flexible work arrangements are subject to periodic review and may be modified or discontinued at any time at the universitys discretion.

Required Experience:

IC