Job Details

Requisition Number 17-0099
Title End User Computing Analyst
Job Type Full Time Regular
Union Unaffiliated
Location Denny
City Seattle
State WA
Work Schedule M - F; 8am - 5pm, limited on-call rotation
Description • Provide escalation support for complicated or difficult computing issues not able to be addressed by Service Desk resources.
• Serve as an escalation point for issues and questions on service desk tickets pertaining to hardware
• Provide hardware support /troubleshooting of Mac and PC including setups, deployments and configurations.
• Participate in an on-call rotation for emergencies
• Participate in recommendations for hardware ordering and needs
• Respond to and resolve tickets in a timely manner with urgency and proper prioritization
• Ensure all tickets requiring follow-up work and/or calls are resolved
• Accurately and thoroughly complete request tickets for all work
• Troubleshoot PC/MAC related problems for end users
• Troubleshoot printer and plotter issues
• Test and image desktops and laptops as needed
• Contribute to the Service Desk knowledgebase
• Additional assistance to other hardware team members as needed to ensure timely resolutions to computing incidents.
• Learn and keep up to date with I&O policies, procedures and offered services
• Other duties as assigned from various I&O groups
• Track assets appropriately
Requirements • Strong customer service experience
• Expert-level working knowledge of Active Directory (Sites and Services, Users and Computers, etc)
• Experience with organizing Macs in a corporate environment
• Ability to prioritize incidents appropriately for best resolution times
• Experience troubleshooting MS Office suite/Office 365 issues
• Ability to interact with staff at all levels and to work under minimal supervision
• Expert level knowledge of Windows 7, 8, 10.
• Significant experience with use of IT Ticketing systems
• Experience with Skype for Business (with voice)
• Microsoft A+ or equivalent

Preferred Experience
• Experience working with Dell’s KACE End Point Management tool a plus
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