Service Desk Technician 2

Seattle University; Seattle (WA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Seattle University is seeking a Service Desk Technician 2 to provide high-quality IT support to faculty, staff, and students. You will diagnose and resolve issues across Windows and Mac environments, set up workstations, and manage software configurations.

This role emphasizes teamwork, customer empathy, and adherence to ITIL practices in a fast-paced university setting, with a hybrid work model and opportunities to lead small projects and collaborate across campus.

Qualifications

• Bachelor's degree and two years of technical support experience.
• Proficiency with PC and Mac computing environments and applications.
• Experience with incident, problem management and knowledge bases.
• Strong understanding of ITIL best practices.

Responsibilities

• Provides internal technical support to faculty, staff, and students using PC and Mac systems and software.
• Analyzes, troubleshoots, and resolves desktop/laptop hardware and software, network services, remote access, and mobile devices.
• Sets up workstations, configures software, and assists with mobility-related needs.
• Acts as escalation point to Tier 1 staff and oversees complex IT service desk tasks.
• Communicates effectively with a broad range of audiences and balances shifting priorities.
• Delivers professional, accurate written correspondence and maintains service documentation.

Skills

Customer service orientation

Analytical thinking

Effective communication

Self-starter

Education

Bachelor's degree

Tools

IT service management system

ITIL practices

Job description

Months Per Year:

12 months per year

Work Model:

Hybrid Work Eligible

Seattle University will be one of the most innovative and progressive Jesuit and Catholic universities in the world, educating with excellence at the undergraduate, graduate, and professional levels. We embrace an intersectional framework for defining diversity in its broadest sense, including differences in gender, gender identity, race, ethnicity, generational history, culture, socioeconomic class, religion, sexual orientation, national origin, citizenship status, political perspectives, geographic origin and physical ability. Seattle University strives to be a welcome, open and safe campus climate for all who learn, live and work at Seattle University.

Seattle University's Core Competencies

• Effective Team Collaboration: Works harmoniously with others towards a common goal, leveraging individual strengths to achieve shared objectives.
• Emotionally Intelligent Communication: Engages in a skillful exchange of information, thoughts, and feelings, verbally and non-verbally.
• Ethics and Integrity: Demonstrates an unwavering commitment to honesty, professionalism, and alignment with our Jesuit mission in all actions and decisions.
• Flexibility and Innovation: Embraces change, approaching problems with curiosity adaptability, and is committed to making a positive impact.
• Mindful Inclusion: Fosters mindful inclusion by consciously creating a workplace that celebrates differences, embraces cultural humility, and empowers uniqueness.
• Outcomes-Driven Orientation: Sets clear objectives, pursues excellence, and delivers measurable outcomes while upholding Jesuit Catholic values.

Job Description Summary

Information Technology Services (IT Services) provides high-touch, high-quality customer service to our community of faculty, staff, and students. We are looking for a results-oriented Service Desk Technician 2 to bring strong skills and experience to our diverse team.

Position Description:

• Provides internal technical support to faculty, staff, and students using PC and Mac computer systems. Analyzes, troubleshoots, and resolves support issues related to desktop or laptop hardware and software, network services, remote access, software applications, etc. Sets up computer workstations, configures and installs software, and assists with mobile devices.
• Is a self-starter possessing sound judgment, strong problem-solving skills, and can communicate effectively with a broad range of audiences.
• Enjoys designing systems to meet business requirements and tackling complex analysis and design efforts.
• Has strong technical skills, an inquisitive and positive nature, and is able to balance shifting priorities for the greatest positive impact.
• Exhibits customer empathy and an inquisitive and positive attitude.
• Effectively assesses customer needs and either resolves or escalates to the appropriate team.
• Acts as an escalation point to Tier 1 technical staff and student employees.
• Oversees complex and/or high-profile Information Technology Service Desk job functions and takes the lead on most tasks and projects.
• Provides experienced technical, professional, analytical consultations to the Seattle University community via the Service Desk.

Core Competencies

• Customer Focus: Delivers exemplary service that meets and exceeds all customers' expectations.
• Ethics and Integrity: Understands Seattle University values, beliefs, and principles, acts with ethics and integrity, and understands the value of diversity in educational and work environments.
• Composure: Remains calm, maintains perspective, and responds in a professional manner when faced with tough situations.
• Motivated/Results Oriented: Fantastic record of personal drive and the determination to succeed.
• Listening Skills: Must be an active listener to ensure client and team needs are fully understood and met.

Minimum Qualifications

• A bachelor's degree and two years of previous experience in technical support, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
• Proficiency in supporting PC and Mac computing environments and applications. Advanced analytical and technical problem-solving skills.
• Experience using and supporting a service management system to process and prioritize work assignments, including incident management, problem management, and knowledge base tools.
• Strong understanding of ITIL best practices.
• Demonstrated customer service orientation and can organize, analyze, prioritize, and problem-solve within a fast-paced environment.
• Proven ability to communicate difficult/sensitive information tactfully. Demonstrated ability to produce effective, professional, and accurate written correspondence.
• Must be a self-starter with attention to detail, flexibility and the ability to adhere to project specifications and timelines. Personal accountability for project timelines and mi