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Job Location Detail: Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle.

Posting Date: 02/25/2025

Closing Info: Open Until Filled

Union Position: Yes

Shift: Alternate Work Shift

Benefits: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.

UW MEDICINE IT SERVICES has an outstanding job opportunity for a SERVICE DESK ANALYST position.

WORK SCHEDULE: 100% FTE – 40 hours per week.

POSITION HIGHLIGHTS:

1. Providing technical and designated application support including issue resolution, coordination and communication, analysis, escalation, and reporting of issues.
2. Consult and participate in internal and/or enterprise projects and initiatives.
3. Coordinate communications on planned outages and the resolution of unplanned incidents.
4. Participating in a rotating shift schedule and being on-call as necessary.

PRIMARY JOB RESPONSIBILITIES:

1. You provide professional, friendly, technical, and designated application support for all of UW Medicine’s entities and personnel working within UW Medicine entities.
2. You respond, diagnose, and resolve calls/requests for assistance received through all communication channels and follow-up on end user issues, where necessary to ensure customer satisfaction.
3. You conduct analysis and troubleshooting activities on hardware and software issues, using critical thinking skills to assess issues, identify resolution options, and understand the impact on customers.
4. You report findings and suggest possible solutions.
5. You provide application support for designated software, diagnosing and resolving application support issues, escalating if necessary.
6. You create timely and accurate documentation of end user interactions as well as proper escalation where necessary.
7. You proactively negotiate and coordinate with all support groups and UW Medicine enterprise to ensure ITS Service Desk is successful in supporting customer needs.
8. You research, create, modify, and maintain technical documentation for use in issue resolution.
9. You manage and coordinate the communication around enterprise events such as outage processes.

REQUIRED QUALIFICATIONS:

1. Two years of experience in programming or computer support services of a technical nature OR equivalent education/experience.

DESIRED DEPARTMENT REQUIREMENTS:

1. Demonstrated experience and understanding of knowledge tools as applied to Service Desk operations.
2. Must be able to participate in the Help Desk Telework program.
3. Excellent customer support skills and demonstrated ability to advocate for customer needs.
4. Experience handling confidential information.
5. Demonstrated ability to work with minimal direction, either independently or as part of a team.

CONDITIONS OF EMPLOYMENT:

1. This classification is in a bargaining unit.
2. This is an Information Technology deadline-driven work environment.
3. UW Medicine ITS Help Desk is operational 24 hours a day, 7 days a week, 365 days a year.
4. This position requires participation in the on-call rotation.
5. This position requires carrying a pager or other means of notification.
6. This position is responsible for daily response to customer demands.
7. Must have the ability to meet in person as directed by manager.
8. Ability to communicate effectively in English, both verbally and in writing.

ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCARE:

UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge and providing outstanding primary and specialty care.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives, and unique identity.