Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
7/9/2016
Job Category:
Information Services
Computer Support Analyst 1
(This job is no longer available)
University of Washington | Seattle, WA
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Job Description

The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.

EarlyEdU Alliance within the College of Education has an outstanding opportunity for a Computer Support Analyst 1. EarlyEdU Alliance is a higher education collaborative for Head Start and Early Childhood Teaching. The work of EarlyEdU Alliance contributes to Head Start's initiatives to promote school readiness outcomes among Head Start children. Multiple studies have demonstrated that formal professional development and college education improves overall early childhood education quality. Based on these findings and more, Congress enacted into law a requirement that at least 50% of Head Start teachers nation-wide must have a bachelors or advanced degree by September 30, 2013. The EarlyEdU Alliance supports teachers in meeting this requirement by providing multiple avenues to quality coursework and degrees in early care and education, while meeting the unique needs of working adult learners and Early Head Start/Head Start teachers in particular.

The EarlyEdU Alliance has an outstanding opportunity for a Computer Support Analyst 1.

The Computer Support Analyst will be responsible for maintaining EarlyEdU's technology infrastructure and administering EarlyEdU's Learning Management System (LMS). The LMS will be used to deliver online course content to students at higher education institutions across the country. In addition, this position will provide technical support to EarlyEdU staff and coordinate and oversee the EarlyEdU help desk that will support EarlyEdU instructors and students. The Computer Support Analyst will report to the coaching Companion Manager and collaborate with the higher education team, media and design team, and UW technology units.

Responsibilities:

System Administration
- Setup and maintain Windows servers or virtual machines using Active Directory for file sharing (including domain controllers and file servers), database storage, website hosting, and off-site file access.
- Install, maintain, or manage web-based applications (cloud-based or on-site), including webinar platforms, resource scheduling system, media management system, and others.
- Maintain regular file system backup protocol for critical files. Coordinate, communicate, and collaborate with College of Education IT staff and various IT units' staff to ensure appropriate backup, maintenance, and support are in place.

Administer Windows Server 2008 environment; Active Directory, domain controllers, file servers, MySQL, web services, GoDaddy website hosting, and Husky OnNet VPN. Implement, maintain, or manage web-based application (AWS cloud-based or on-site), including webinar platforms; Adobe Connect, Google Hangouts, GoToMeeting, Skype, and Zoom. Maintain server data backup; Windows Server, Facilis Shared Storage, Drobo, DNASync, CloudBerry, S3, and Glacier.

LMS Administration
- Maintain, configure, and administer the LMS, publish and archive courses, manage course resources, manage course enrollments, add and remove accounts, assign appropriate permissions to designated users, etc.
- Evaluate new LMS functionality and make recommendations for deployment based on organizational needs. Test and deploy new LMS functionality and system upgrades.
- Integrate and test third party applications.
- Develop and document LMS standards, policies, and procedures.
- Generate reports using metrics from the LMS and third party applications. Consult with stakeholders to determine reporting needs and analyze system capabilities to meet those needs.
- Support ongoing evaluation of the LMS' ability to meet course development and administration needs.
- Stay up-to-date on emerging learning technologies and LMS trends.

Technical Support
- Identify and evaluate help desk software to track incidents.
- Maintain thorough, clear, and complete records of all incidents, actions taken, resolutions, and client interactions. Identifies areas for service and support improvement and collaborates with Manager to implement changes.
- Lead the work of help desk personnel (internal staff or contractors).
- Act as point of contact for escalated issues or urgent requests.
- Ability to work either an early or late shift dependent upon scheduling.

Other
- Develop and maintain software, computer and other equipment inventory databases.
- Monitor and respond rapidly to system problems or emergency situations that may occur during scheduled or non-scheduled work hours.
- Develop a new cloud-based computing infrastructure for existing physical servers in the data center incorporating virtualization technology.
- Refresh desktops and laptops hardware.
- Perform other duties as assigned.

REQUIREMENTS:

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

Additional Requirements:
- Experience in a technical support or help desk environment, resolving technical issues over the phone and email with users who have basic to advanced technology skills.
- Experience configuring and managing Windows servers, including Active Directory.
- Ability to integrate systems and databases.
- Solid understanding of web browsers and web technologies.
- Strong technical, troubleshooting, and analytical skills.
- Experience using automated help desk ticketing systems.
- Demonstrated experience supporting staff using computers running Macintosh and Windows operating systems.
- Proven ability to listen closely and clearly identify the client's issues and needs.
- Adept at responding to multiple requests with a positive and customer service oriented approach.
- Excellent written and verbal communication skills.
- Demonstrated ability to effectively plan, prioritize, execute, and follow-up in a timely manner and to anticipate potential problems and roadblocks.
- Willingness to identify opportunities for improvement and make constructive suggestions for change.

DESIRED:

- Bachelor's degree in information technology, instructional technology, computer science, or a related field.
- Technical and functional knowledge of a learning management system required. Knowledge of Canvas highly desired.
- Work experience in higher education.

Condition of Employment:

Appointment to this position is contingent upon obtaining satisfactory results from a criminal background check

Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Criminal Conviction History, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

The University of Washington is an equal opportunity, affirmative action employer.
To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.

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About University of Washington

Founded in 1861, the University of Washington is one of the oldest state-supported institutions of higher education on the Pacific coast. The Seattle-based university has earned an international reputation for research, and its graduate programs are some of the most highly rated in the nation. It is a leader in such fields as drama, dentistry, medicine, nursing, health services, astronomy, computer science, molecular biotechnology, oceanography, biostatistics, physics, physiology, pharmacology, geography, sociology, and social work. The university currently enrolls 35,000 students.