Service Desk Technician 2

SU01 Seattle University; Seattle (WA); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Tuition benefits

Wellness program

On-site fitness facility

Job summary

Seattle University seeks a results-oriented Service Desk Technician 2 to deliver high-quality IT support to faculty, staff, and students. You will troubleshoot desktop and laptop hardware and software, manage incidents, and provide effective communication across a diverse university community.

The role emphasizes teamwork, customer empathy, and the ability to balance shifting priorities while maintaining strong problem-solving skills within a hybrid work environment.

Qualifications

• Bachelor's degree required or equivalent experience.
• Proficiency in PC and Mac computing environments and applications.
• Advanced analytical and technical problem-solving skills.
• Experience using a service management system to process and prioritize work (incident, problem, knowledge base).
• Strong understanding of ITIL best practices.

Responsibilities

• Provide internal technical support to faculty, staff, and students using PC and Mac systems.
• Analyze, troubleshoot, and resolve hardware, software, network, and remote access issues.
• Set up workstations, configure software, and assist with mobile devices.
• Escalate complex issues to Tier 2 and lead on tasks and projects as needed.

Skills

PC & Mac support

ITIL knowledge

Customer service

Analytical thinking

Communication skills

Education

Bachelor's degree

Tools

ITSM platform

Job description

Months Per Year: 12 months per year Work Model: Hybrid Work

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.

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

The Service Desk Technician 2: 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.

Customer Focus

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

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.

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 milestones.
• Ability to work successfully individually and in a team-oriented environment.
• Ability to exercise sound judgment in complex situations.

Preferred Qualifications

• Experience working in higher education.
• CompTIA A+, Network+, or Internet+.
• Microsoft Certifications.
• Working knowledge of computer repair.

Compensation at a Glance

$60,000 - $65,000

Benefits at a Glance

Consistent with its fundamental Jesuit values, Seattle University offers a wide range of benefits designed to care for the whole person. Benefits are available to eligible employees working at an FTE of 0.53 or greater. Eligible employees may choose from three medical plans, as well as dental and vision insurance programs. Protect your income with life, short- and long-term disability coverage. Plan for your future with up to a 10% employer contribution toward retirement benefits, comprised of a 5% nonelective employer contribution and an additional dollar-for-dollar match of your voluntary contributions, up to a maximum of 5%. Eligible employees may also take advantage of 100% paid tuition benefits for themselves and eligible dependents, a subsidized transportation benefit, a wellness program with free access to an on-site fitness facility, and a wide variety of campus events. Enjoy a generous holiday schedule, including a paid December holiday break closure, vacation and paid sick leave, and paid community service leave.

Positions Designated as Hybrid Eligible

Positions designated as hybrid eligible may offer the opportunity for a hybrid work schedule after successful completion of an introductory period of 3–6 months. In these cases, the role typically begins fully on campus to support onboarding and training, with the potential to transition to a hybrid arrangement thereafter. Positions designated as on-site are not eligible for hybrid work and are expected to remain fully on campus. All flexible work arrangements are subject to periodic review and may be modified or discontinued at any time at the university’s discretion.

With a career at Seattle University, you’re joining a community of passionate people dedicated to empowering the next generation of leaders and thinkers. Founded in 1891, Seattle University is a Jesuit Catholic university located on a beautiful campus of more than 50 acres in the dynamic heart of Seattle. Our diverse and driven population is made up of more than 7,200 students enrolled in undergraduate and graduate programs within six schools and colleges.

Equal Opportunity Employer

Seattle University is an equal opportunity employer. In support of its pursuit of academic and scholarly excellence, Seattle University is committed to creating a diverse community of students, faculty and staff that is dedicated to the fundamental principles of equal opportunity and treatment in education and employment regardless of age, color, disability, gender identity, national origin, political ideology, race, religion, sex, sexual orientation, or veteran status. The university encourages applications from, and nominations of, individuals who will further enrich the diversity of our educational community.

Our Mission

Seattle University is dedicated to educating the whole person, to professional formation, and to empowering leaders for a just and humane world.

Our Vision

We 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.

Our Values

Care – We put the good of students first.

Academic Excellence – We value excellence in learning with great teachers who are active scholars.

Diversity – We celebrate educational excellence achieved through diversity.

Faith – We treasure our Jesuit Catholic ethos and the enrichment from many faiths of our university community.

Justice – We foster a concern for justice and the competence to promote it.

Leadership – We seek to develop responsible leaders committed to the common good.