Service Desk Technician 2

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

Benefits offered by this job

Hybrid work eligibility

Tuition benefits

Health plans

Retirement contributions

Wellness program

On-site fitness facility

Paid holidays & leave

Job summary

Seattle University in Seattle, WA seeks a Service Desk Technician 2 to provide frontline IT support for faculty, staff, and students. The role requires strong communication, problem-solving, and a customer-focused approach to resolve desktop, software, and network issues.

The position offers hybrid work eligibility, competitive benefits, and opportunities to contribute to IT service desk projects while collaborating with diverse teams across campus.

Qualifications

• Bachelor’s degree and two years of related experience or equivalent.
• Proficiency in PC and Mac computing environments and applications.
• Experience using service management systems for incident, problem, and knowledge base tools.
• Strong understanding of ITIL best practices.
• Excellent written and verbal communication; ability to interact with diverse audiences.

Responsibilities

• Provide internal IT support to faculty, staff, and students across PC and Mac environments.
• Troubleshoot and resolve hardware, software, network, and remote access issues; configure workstations and mobile devices.
• Act as escalation point to Tier 1 staff and lead on select tasks and projects.
• Assess customer needs, document issues, and communicate effectively with stakeholders.
• Balance priorities and maintain focus on delivering positive outcomes for users.

Skills

Customer service

Technical support

Problem solving

Communication

Team collaboration

Education

Bachelor's degree

Tools

Service management system

Job description

Full Time

JR100643

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

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.

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 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

Seattle University has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, and not based on a candidate's gender or any other protected status.

Your total compensation goes beyond the number on your paycheck. Seattle University provides generous leave, health plans, and retirement contributions that add to your total compensation package.

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 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.