Technology services Specialist

Technology Services Specialist

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

The University of Washington's Global Innovation Exchange (GIX), located in Bellevue, WA, has an outstanding opportunity for a Technology Services Specialist to ensure world-class support for the technology needs of students, faculty, staff, and other professionals participating in our academic programs.

Technology services are critical to supporting the delivery of world-class academic programs at GIX, which are focused on the responsible application of emerging technologies. This position must always ensure adherence to appropriate network security protocols.

This position is responsible for managing all aspects of GIX's technology systems and infrastructure, providing day-to-day support as well as systematic long-term solutions that meet the evolving needs of our educational programs. The candidate must have the capacity to understand GIX's current technology systems while also navigating their interactions with the University's central technology infrastructure.

This role is well-suited to a flexible, service-oriented professional who is adept at prioritizing and supporting the technology needs of diverse stakeholders in an academic setting. This opportunity is ideal for someone who thrives in an environment where there are periods of heavy demand where users often face timeline pressures. This is punctuated by other periods that require exceptional, time-sensitive support, including service for non-university partners that may have their own processes and requirements.

The Technology Services Specialist is a full-time, in-person role; and is designated as one that performs an essential function. This means that the position's incumbent must continue to report during any period of declared suspended operation.

Duties and Responsibilities

Maintain Technology Systems & Infrastructure (40%)

• Servers and systems: Analyze, plan, develop, implement, update, and maintain physical and virtual servers and systems; monitor and analyze server operations and research/recommend/request needs or changes; plan, develop, test, and schedule server and client software upgrades/patches. Install and configure server hardware, software and network peripheral devices for both servers and client devices; schedule and run routine server and systems backups and coordinate/maintain off-site storage of recovery archives.
• Security: Establish and maintain security access to the local area network: oversee and assist in creating and maintaining user accounts, monitor security.
• Hardware, software: Maintain the following systems and related contracts, policies, and processes: printers and copiers; A/V equipment; test classroom tools on a regular basis to ensure they are functioning and available for class use; calendars and Joan connectivity; video system and security; device registration, support, and security; OneDrive and SharePoint; video wall hardware and software; AR/VR lab, maintain inventory of tools and ensure security of space.
• Licenses, supplies, memberships: Monitor and manage software licenses; inventory of IT supplies and assets. Review regularly to ensure supplies are well organized, accessible, and maintained; manage groups and group membership.
• Technical expertise: Provide technical expertise and leadership for a complex organization.
• Analyze, plan, develop, implement, and maintain a disaster recovery plan and security measures, that comply with state and federal regulations including: network monitoring tools, antivirus systems, firewalls, physical security, and user training. Includes developing and enforcing security standards, audits, and policies for compliance, and coordination of security investigations.
• Serve as primary point of contact with UW-IT.
• Prepare annual budget for IT activities; review expenditures on a regular basis and ensure they have been billed properly.
• Prepare documentation for training and testing that is professional in appearance, detailed, and accurate.
• Research, recommend, estimate costs, plan, install, and implement new systems which include hosted/managed servers, and security systems/applications.
• Evaluate applications and IT solutions for GIX business needs, work with GIX administration to select and provision systems. Advise staff and students on appropriate purchases to ensure efficient use of resources and avoid redundant purchases.

Technology Support (30%)

• Applications: Troubleshoot application problems in a methodical way and report results appropriately; train system users including in use of application software.
• Hardware, software: Troubleshoot hardware/software/peripheral/connectivity problems.
• Platforms: Support Prototyping Labs manager, Director of Academic Programs, course faculty, and others in deploying and troubleshooting platforms. Support the provisioning, design, and maintenance of Canvas sites or equivalent.
• A/V, special events, classes: Provide or oversee provision of A/V and IT support for special events and classes.
• Partner organizations: Coordinate UW-IT services to meet the needs of partner organizations; ensure proper billing and invoicing for any additional services.
• Helpdesk: Oversee IT helpdesk. Maintain technical assistance/consultation documentation of server/workstation/systems problem resolving and problem diagnosing procedures.
• Student employees: Serve as primary supervisor of student employees and technicians hired to provide IT & A/V support. Hire, manage performance, and provide performance evaluation.

Web Site Support & Special Projects (30%)

• Websites: Manage web site databases and infrastructure, accounts, security, and backups for web site. Make minor modifications and/or contract service providers to make updates.
• Tools and add-ons: Develop tools and add-ons to existing systems and programs (e.g., video wall, web site, intranet), especially as relevant to student needs and programs focused on emerging technology.
• Databases: Design, implement, modify, and maintain databases and related reports using SQL, SSRS, and SharePoint. Utilize APIs to integrate operations between different systems.
• Other projects: Participate in formally managed projects and teams; other projects and duties as assigned.

Requirements Include:

• Bachelor's degree in engineering, computer science, IT, or equivalent and at least four years of related experience.
• Excellent problem-solving skills, customer-service orientation, and flexibility.
• Strong verbal and written communication skills; ability to create clear and concise technical documentation for a wide audience and to follow written and verbal instructions and procedures.
• Strong time management habits and ability to prioritize.
• Commitment to participating in building a positive work environment and to collaborative teamwork.
• Familiarity with Active Directory or other directory services; with content management systems, Zoom, and lecture capture; and with Windows server administration.
• General knowledge of the IT industry and trends. Interest in emerging technologies and their applications.
• Ability to lift 50 lbs. and install and lift hardware such as monitors, workstations and hard drives.
• Occasional after-hours work to support events and special projects may be required.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

Desired:

• SQL design and administration of one or more of the following: Microsoft SQL Server, MySQL, PostgreSQL
• IIS Web server administration
• Experience with: programming languages such as C#, Swift, Python, Java, JavaScript; Unix servers such as Linux; hypervisors such as Hyper-V and vSphere; Windows print servers; cloud backup automation; MS Office suite and cloud services such as Office 365 and Adobe Creative Cloud
• Sufficient familiarity with A/V resources to address issues and repair systems in a timely manner.
• Knowledge of connected devices or robotics.
• Familiarity with Family Educational Rights and Privacy Act (FERPA)
• Experience providing technology services and support in a university setting
• Familiarity with university IT operations and customer/student relationship management systems (e.g., Slate, MyGrad, SDB):

Application Process:

The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete