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Service Desk Technician 1
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Position Number: 5642513
Location: Seattle, WA
Position Type: Computer and Information Technology

Service Desk Technician 1

Seattle University

Service Desk Technician 1

FLSA Status: Nonexempt

Months Per Year: 12

Employment Status: Full-Time

Work Model: Hybrid 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 University's 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 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, purses excellence, and delivers measurable outcomes while upholding Jesuit Catholic values.

Position Description

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 1 to bring strong skills and experience to our diverse team. The Service Desk Technician will work as part of a team consisting of multi-level technicians and reports directly to the Director of Customer Experience.

The individual in this position will provide technical support faculty, staff, and students. They will analyze, troubleshoot, and resolve or escalate issues related to classroom and computer hardware, software, network services, remote access, etc.

Essential Job Functions and Responsibilities

Monitor incoming service channels and ticketing system and respond to customer requests in a timely manner.
Provide support in person, over the phone, by email, and remotely.
Accurately record customer issues in the ticketing system (currently Jira).
Provide support for a variety of incidents and requests, including but not limited to print issues, shared drive access, network issues, software installs, etc.
Maintain and update support documentation to assist in information sharing within the team and in the external knowledgebase.
Take ownership of customer issues from first contact and be accountable for the solutions and customer experience through resolution.
Collaborate with other ITS team members to determine and provide solutions.

Marginal Job Functions
Perform other duties as assigned.

Core Competencies
Customer Focus: Delivers exemplary service that meets or exceeds customers' expectations.
Ethics and Integrity: Adheres to Seattle University values and principles.
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.

Qualifications

A demonstrated commitment to diversity, inclusion and equity, and the ability to live out the university's mission, vision, and values.
Previous experience providing front-line technical support.
Previous experience with incident management, problem management, and knowledge base tools.
Strong understanding of ITIL best practices.
Proficiency in supporting PC/Mac computing environments and applications.
Proficiency in supporting basic A/V equipment.
Demonstrated customer service orientation and the ability to organize, analyze, prioritize, and problem-solve within a fast-paced environment.
Ability to communicate difficult/sensitive information tactfully.
Ability to remain calm, maintain perspective, and respond in a professional manner when faced with tough situations.
Advanced analytical and technical problem-solving skills.
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.
Active listener to ensure client and team needs are fully understood and met.
Ability to exercise sound judgment in complex situations.
Experience using and supporting a service management system to process and prioritize work
assignments.

Preferred Qualifications

Experience working in higher education.
Experience with SharePoint issues.
CompTIA A+ certificate.
Working knowledge of computer repair and iPhone troubleshooting
Intermediate to advanced knowledge of MacOS support.

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: $48,000 - $55,000

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/

Hybrid Eligible

This position may be eligible for a hybrid schedule after successful completion of an introductory work period of 3-6 months. This may mean that a hybrid eligible role will begin on-campus initially and then will transition to hybrid format following onboarding and training. Flexible work plans are subject to periodic review and may be changed or terminated at any time for any reason at the university's discretion.

To apply, please visit: https://seattleu.csod.com/ats/careersite/JobDetails.aspx?id=2607&site=2