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Job Description

POSITION SUMMARY

In collaboration with School of Medicine IT (‘SoM IT’) and under the supervision of the Manager of Infrastructure and Operations, the primary focus of the Computer Support Analyst 1 position is providing customer support to ensure a highly available, highly secure, highly reliable, and easy to use distributed production computing environment by performing a combination of standard level computer support functions such as data processing, application maintenance, application software support, operating systems, and hardware support. This position will be routinely dispatched to other departments to evaluate the customer environment, offer solutions and solve problems within the computing environment. The length of time spent with each unit will depend upon their needs and the expertise necessary to carry out solutions.

Areas of responsibility include, but are not limited to:

+ Perform standard-level installation, configuration, maintenance, and troubleshooting of computing devices, operating systems, and software. Ensure reliable and secure operation of production systems while applying institutional technology standards and providing basic user training and documentation.

+ Maintain strong working relationships with departmental users and vendors to gather requirements, evaluate solutions, and resolve hardware/software issues. Serve as a primary point of contact to ensure responsive and effective support.

+ Contribute to departmental and team-based projects by assisting with research, testing, implementation, and quality improvement initiatives. Support broader IT objectives through collaboration and knowledge sharing.

+ Support team improvement efforts, participate in training and cross-coverage activities, and pursue professional development goals in coordination with management.

The Computer Support Analyst 1 provides critical system administration and technical support that enables the reliable operation of computing resources essential to the department’s mission. Under general supervision, this position monitors, supports, and troubleshoots systems and services, and assists with the maintenance, configuration, and ongoing stability of computer systems, software, and related technologies. The role contributes to technology research and consultation, security compliance activities, system and process analysis, service level evaluation, reporting, data backup maintenance, and system monitoring to ensure consistent service delivery.

This position directly supports faculty, staff, students, and external partners by assisting in the administration and support of custom and vendor applications that are vital to UW Medicine’s academic, administrative, and research activities. Through dependable technical support and operational oversight, the Computer Support Analyst 1 helps sustain systems that impact clinical workflows, research initiatives, and educational programs across the School of Medicine.

The position collaborates closely with departmental managers, supervisors, researchers, and staff to assess technology needs, refine IT support processes, and recommend new equipment, software, or other solutions to meet evolving requirements. By upholding and enhancing established service standards, this position plays a key role in ensuring that departmental and institutional technology services are reliable, secure, and responsive to user needs.

DUTIES AND RESPONSIBILITIES

Standard Level System Administration (60%)

+ Provide standard-level analysis, installation, configuration, maintenance, and troubleshooting of end computing devices, system software, and drivers in support of School of Medicine-wide systems, departments, and individual customers. Refer more complex issues to appropriate team members.

+ Install and support standard desktop hardware and software. Support networked and stand-alone peripherals.

+ Ensure that production systems operate accurately, reliably, and efficiently.

+ Actively manage customer relationships to analyze, plan, prioritize, and follow up on project work and systems requests.

+ Support IT standards for infrastructure. Ensure that procedures are followed for the security and integrity of data and software.

+ Apply the institution's technology standards in the support and maintenance of departmental systems; educate departmental customers about those standards.

+ Provide standard-level maintenance on various system software, including operating systems, inventory management, directory maintenance, local software utilities, and printing systems.

+ Provide basic training on software applications and operating systems; write and maintain customer documentation.

+ Install and configure software and hardware.

+ As a team member, provide support for systems analysis and program design tasks in determining computer system specifications and operational procedures.

+ Assist in testing and evaluating hardware and software products.

+ Monitor security, capacity, and resource management systems/network.

Customer Service and Vendor Support (25%)

+ Maintain strong customer relationships for gathering business requirements, developing new technologies, and communicating customer support resources.

+ Meet with customers and provide analysis on how to apply software applications to the specific discipline(s) of the organization/unit.

+ Diagnose and resolve hardware problems and refer complex problems to hardware maintenance, software support, or vendor support.

+ Evaluate and implement user requests.

+ Follow up with customers and management to confirm that work has been performed as expected.

+ Work with selected software and hardware vendors to provide user functionality in a manner consistent with institutional standards, policies, and practices.

Project Support (10%)

+ Assist other team members with research and problem-solving.

+ Participate in project-related duties.

+ Participate in departmental quality improvement projects when required.

Other Duties (5%)

+ Participate in all aspects of improving the team, including education/training of other team members and contributing to process/communication improvement initiatives.

+ Work with supervisor to set professional goals for career development.

+ Act as back-up for other team members and functions, as needed.

+ Other related duties as assigned.

MINIMUM REQUIREMENTS

+ Two years of experience in programming or computer support services of a technical nature

+ Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Additional Requirements

+ Proficient experience in current MS Office suites.

+ Experience must include hands-on, desk-side hardware and software support.

+ Values consistent with those of the UW School of Medicine's mission to improve the general health and well-being of the public and its commitment to excellence in Biomedical education, research, and healthcare.

+ Proven customer service orientation with a history of delivering high-quality products on time.

+ Excellent written and oral communication abilities with the ability to convey a positive and professional image in person, on the telephone, and in correspondence.

+ Ability to translate complex issues into comprehensible ideas and concepts with both technical and non-technical staff.

+ Strong interpersonal skills with the ability to work effectively with a diversity of personalities while forging effective partnerships.

+ Flexibility with proven ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.

+ Strong organizational, multitasking, and collaboration skills in various work environments, including complex, matrix environments, with proven attention to detail.

+ Proven ability to work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, and excellence.

+ Internal motivation to be action-oriented and results-driven with the ability to adapt to change.

+ Proven ability to work in an ambiguous environment and collaborate across multiple areas in order to achieve a common business objective.

+ Decisiveness in resolving business problems, making decisions, and identifying priorities.

+ Must be able to learn, understand, and apply new technologies.

DESIRED QUALIFICATIONS

+ Experience with Radiation Oncology specific software, including Elekta Mosaiq, RaySearch RayStation, MIM, Epic, Cerner, DICOM image transfer, and other technical software and data analysis tools.

+ 1+ years professional experience in complex information systems environments.

+ Experience installing and troubleshooting standard Windows operating systems.

+ Experience developing and implementing distributed network file sharing and print services.

+ Experience supporting Macintosh and Linux operating systems.

+ Experience with end device management tools.

+ Demonstrated experience in developing and improving workflow procedures for emerging technologies.

+ Familiarity with ITIL (IT Infrastructure Library) Framework.

+ Demonstrated experience working with hardware and software vendors.

+ Familiarity with TCP/IP.

+ Healthcare industry experience.

+ Proficiency using PC-based productivity tools.

+ Experience in the use of remote desktop management tools.

+ Experience with scripting language(s).

WORKING CONDITIONS

+ This classification is in a bargaining unit.

+ This is an Information Technology deadline-driven work environment.

+ The individual in this position is expected to work normal daytime business hours. The work may be performed in an office or medical center environment.

+ Some night and weekend hours may be necessary to meet business needs and respond to emergencies.

+ Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.

+ Must coordinate projects without direct supervisory authority.

+ Must work within the constraints of multiple technical environments.

+ The School of Medicine consists of many distributed organizations. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.

+ Ability to communicate effectively in English, both verbally and in writing.

+ Must be able to lift up to 50 lbs. with assistance on a regular basis.

+ Must have a valid Washington state driver’s license to enable transportation of UW assets.

Compensation, Benefits and Position Details

Pay Range Minimum:

$60,336.00 annual

Pay Range Maximum:

$81,240.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

SEIU Local 925 Nonsupervisory

About the UW

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is proud to be an affirmative action and equal opportunity employer (https://hr.uw.edu/eoaa/) . 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 [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law (https://app.leg.wa.gov/RCW/default.aspx?cite=28B.112.080) .

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