Req #: 243914 Department: UW INFORMATION TECHNOLOGY Appointing Department Web Address: https://itconnect.uw.edu/uwit Posting Date: 02/26/2025 Closing Info: Open Until Filled Salary: $7,198 - $11,697 per month Shift: First Shift Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230119\_a11y.pdf) As a member of the UW staff, you possess a distinctive chance to contribute to the preservation, advancement, and global dissemination of knowledge, thereby impacting lives within our campuses, across our state, and around the world. UW employees bring forth their limitless energy, creative problem-solving abilities, and unwavering dedication to foster stronger minds and contribute to creating a healthier world. UW is Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming. UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service. UW-IT is a dynamic and complex environment serving a customer base of over 100,000 people, spanning diverse cultures, work environments, and geographical locations. The User Consulting & Support (UCS) group operates within the Customer Experience division of UW-IT and serves as the dedicated liaison and customer advocate between UW-IT and the University community. Our core objective is to provide technical assistance and support to UW faculty, staff, and students by ensuring seamless utilizations of UW systems and applications. UCS prioritizes a customer-centric approach, amplifying the voice of the customer throughout UW-IT. We collaborate extensively with service owners and managers, actively seeking input to develop strategic solutions based on the evolving demands of our user community. Our commitment to excellence is reflected in our ongoing efforts to enhance user experience, as measured by key performance indicators such as customer satisfaction, response times, and successful issue resolution. Key Responsibilities + Monitor and troubleshoot email delivery issues, responding promptly to user inquiries and ensuring timely resolution. + Diagnose and resolve email-related problems, including inbox access issues, spam filtering challenges, delivery failures, and account lockouts. + Assist users with email client setup and configuration, particularly in Microsoft Outlook. + Stay current with the latest email management technologies, platforms, and industry best practices. + Develop and maintain detailed documentation, including user guides, troubleshooting steps, and standard operating procedures for email administration. + Collaborate with IT teams to enhance email system performance and security. + Creates and maintains documentation in a variety of formats to support customer self-service functions as well as internal knowledge base enrichment.Technical Skills and Qualifications + Strong technical knowledge of email systems, including Microsoft Exchange, Office 365, Gmail, and Proofpoint. + Solid understanding of email protocols such as SMTP, POP, and IMAP. + Familiarity with email security best practices, including spam filtering, antivirus protection, and encryption technologies. + Hands-on experience troubleshooting and resolving email-related issues in enterprise environments. + Working knowledge of email client configuration, including advanced settings for Microsoft Outlook.Desired Competencies + Excellent communication and interpersonal skills to effectively interact with users and technical teams. + Strong documentation skills for creating user guides and operational procedures. + Ability to work independently and prioritize tasks in a fast-paced environment. + Analytical mindset with the ability to identify patterns and trends in email delivery issues. + Curiosity and the ability to work in an sometimes ambiguous environment. **REQUIREMENTS:** + Bachelor’s Degree in Computer Science, Information Management, Engineering or related field or experience. + Minimum three years’ experience providing direct customer support in an enterprise help desk or service desk environment responsible for self-service, request fulfillment, incident management, problem and change resolution. + Demonstrated broad knowledge of hardware and software technologies with experience supporting a variety of productivity and email solutions for Microsoft Windows and Apple Macintosh systems for a diverse customer base consisting of personnel with various skill levels and technical backgrounds. + Demonstrated knowledge of Office 365 products, including; Exchange Online as well as OneDrive for Business, SharePoint Online, and the full suite of Microsoft office products + Demonstrated Knowledge of delegated Organization Units, working with desktops in that type of environment. + Experience with and demonstrated understanding of handling confidential material. + Demonstrated ability to work with minimal supervision both independently and in a collaborative team environment. + Demonstrated experience working in a fast-paced environment; ability to manage varied workload under pressure and time constraints, including escalation when appropriate. + Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities. + Demonstrated ability to communicate on technical subjects effectively with non-technical faculty and staff. + Demonstrated excellent customer service skills driven by a desire to empower customer success and strong problem ownership orientation. **DESIRED:** + Demonstrated ability to collaborate with diverse groups of co-workers, colleagues and customers across multiple organizations while under the policies and constraints of a large public entity. + Experience working in a service-oriented organization. + ITIL Foundations V3 certification. + Experience with self-supporting service models including billing for on-demand support. + Experience tracking and responding to KPIs and other metrics-based productivity analysis. + Experience automating or improving recurring tasks **CONDITIONS OF EMPLOYMENT** Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are Monday through Friday, 8 a.m.-5 p.m., the Senior Computer Specialist will, on occasion, need to adjust hours to accommodate business needs and presentation deadlines. **Application Process:** The application process 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, 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. 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.