Desktop and Systems 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 Institute for Health Metrics and Evaluation (IHME) is an independent research center at the University of Washington. Its mission is to deliver to the world timely, relevant, and scientifically valid evidence to improve health policy and practice. IHME carries out its mission through a range of projects within different research areas including the Global Burden of Diseases, Injuries, and Risk Factors; Future Health Scenarios; Cost Effectiveness and Efficiency; Resource Tracking; and Impact Evaluations.

IHME is committed to providing the evidence base necessary to help solve the world’s most important health problems. This requires creativity and innovation, which are cultivated by an inclusive, diverse, and equitable environment that respects and appreciates differences, embraces collaboration, and invites the voices of all IHME team members.

The Institute for Health Metrics and Evaluation (IHME) has an outstanding opportunity for a Desktop and Systems Specialist. This individual is responsible for assisting IHME computer users in the implementation, maintenance, troubleshooting, and use of desktop computer hardware and software packages. They provide support for IHME data centers and are responsible for day-to-day incident management of servers and networking equipment. IHME is a grant funded organization and this position is contingent upon project funding availability.

DUTIES AND RESPONSIBILITIES

Technical Support

• Provide technical support to computer users in the use of a variety of application software packages and respond to hardware/software problems with corrective procedures.
• Support users and escalate problems to ensure engaging and thorough customer service. Follow-up with users and technical staff to ensure problem resolution and customer satisfaction.
• Use diagnostic tools and troubleshooting processes to determine if problems are due to hardware or software. Refer complex problems to hardware maintenance, software support or vendor support services.
• Assist with A/V support and troubleshooting.
• Troubleshoot network, hardware, and software problems.
• Monitor and react to operational failures of datacenter hardware.

System and Hardware Management

• Coordinate repair scheduling, service requests, records maintenance, service contracts, user accounts, security, and computer configurations.
• Install and configure newly acquired servers, computers, printers, and other hardware.
• Maintain hardware and software inventory and maintenance logs. Assist with the maintenance of records on hardware and software in use throughout the Institute, work with administrative staff to inventory and insure equipment as necessary.
• Assist faculty and staff with materials and equipment associated with conference room or classroom presentations.
• Identify, investigate, implement, and monitor hardware, connection, and configuration optimizations.
• Set up, fix, maintain, and patch technology in the data center.
• Surplus legacy equipment.
• Build physical and virtual systems using standard build processes.
• Rack, cable, inventory, and configure new datacenter equipment.
• Work with vendors to diagnose and resolve hardware issues.

Documentation and Compliance

• Develop, maintain, and update user manuals, system support manuals and other types of documentation.
• Assist with the management of license agreements.

Other Duties as Assigned

MINIMUM REQUIREMENTS

• One year of experience as a Computer Maintenance Technician II OR five years of experience as a computer maintenance technician OR equivalent education/experience.

ADDITIONAL REQUIREMENTS

• A commitment to working to alongside others at IHME to illuminate the health impacts of systemic racism and to work within IHME to make our organization more diverse and inclusive. See IHME’s DEI statement here: https://www.healthdata.org/about/dei
• Competency with operating systems (e.g., Linux, Windows, macOS), as well as various scripting languages and different kinds of network hardware deployment.
• Knowledge of communications, network protocols, switching, and distributed computing or an equivalent combination of education and work experience.
• Ability to exhibit good written and oral communication skills.
• A working understanding of computer networking.
• Proven experience in problem solving and addressing customer service-related issues by working with the customer and other internal teams.
• This position has a physical component where there is occasional need to be able to lift up to 50 pounds and may need to work in cramped spaces or elevated locations.

CONDITIONS OF EMPLOYMENT

• Weekend and evening work sometimes required.
• This position is open to anyone authorized to work in the U.S.
• This position is in Seattle, Washington, working in-person at the IHME office and data centers.
• This position has a physical component where there is occasional need to be able to lift up to 50 pounds and may need to work in cramped spaces or elevated locations.
• This position is considered and an essential position and means that the employee must continue to report to work in the event that the University suspends operations because of severe weather, natural disaster, or other emergency condition.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.

Please see Benefits summary: https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-contract-covered-exempt-20230921_a11y.pdf