Computer Support Analyst 2

About the Role

Intercollegiate Athletics has an outstanding opportunity for a Computer Support Analyst 2 to join their team. Reporting to the Director of Systems Operations, this role is responsible for technical operations and maintenance of the software and hardware for all aspects of technical services required to support business operations, venues, and events throughout the Intercollegiate Athletics Village. The individual will assist with day-to-day on-site and virtual help desk support of more than 250 PC and Apple desktops and laptops, and will provide technical support and technology coordination for live events. This position is based on the Seattle campus and must be available to work overtime, evenings, and weekends to support events.

Key Responsibilities

• Systems/Software Consulting & User Training (35%):
• Coordinate with facility and event operations departments and external clients to support business operations and events.
• Evaluate software applications.
• Develop and carry out preventive maintenance procedures.
• Recommend ways to use technology in offices and venues to create revenue opportunities.
• Work with vendor tech support.
• Train users on software and operating systems and maintain user documentation.
• Provide Tier 1 and 2 service desk support.
• Systems/Application Development & Maintenance (20%):
• Maintain Active Directory, SharePoint, MS Exchange, and proprietary applications such as Paciolan.
• Maintain IPTV software and hardware.
• Provide programming and scripting support for internal data systems.
• Maintain hardware and software inventory in asset management software.
• Install, image, and configure workstations.
• Keep records and document system changes.
• Prepare reports for management.
• Troubleshoot on-premises and cloud databases.
• Support enterprise applications such as print servers.
• Live Events Support (20%):
• Work with UW Video and broadcast personnel on game-day A/V production.
• Coordinate with facility and event operations and external clients.
• Support football coaches’ headsets (CoachComm).
• Provide IPTV operational support.
• Ensure network connectivity for the scorer’s table, venue wireless, and the ticketing system.
• Support Sports Information Directors, statisticians, event management, and media personnel.
• Oversee broadcast patch bay coordination at the stadium and event center.
• Troubleshoot POS, ticketing, video, audio, production/broadcast, and general sports technology.
• Operating Systems Support (10%):
• Support the internal ticketing system, the fund development donor system, and Microsoft Server.
• Respond to hardware and software problems and train users on applications.
• Network administration including troubleshooting, configuring ports to the proper VLANs with vendors and tenants, auditing port usage, and evaluating monitoring and switch options.
• Apply software patches.
• Hardware Support (10%):
• Build, repair, and troubleshoot department PCs and Macs.
• Connect computers to the wired network.
• Provide server, switch, and controller support and work with network engineers to configure ports.
• Recommend, justify, and manage hardware purchases.
• Make recommendations on the asset replacement plan.
• Provide layer one support and troubleshooting.
• Other Duties (5%):
• Recommend and secure service contractors for essential technical software services and systems.
• Perform related duties and special projects as assigned.

Requirements & Tech Stack

• PC and Apple desktops and laptops
• Active Directory
• SharePoint
• MS Exchange
• Paciolan
• IPTV
• Microsoft Server
• VLANs
• POS
• A/V
• CoachComm
• Service desk management
• Customer service
• Windows 95 through Windows 10

Qualifications

• Minimum Qualifications:
• Three years of experience in programming and/or computer support services of a technical nature OR One year of experience as Computer Support Analyst I.

Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements.

• Additional Qualifications:
• Thorough knowledge of service desk management and customer service.
• Competent level of knowledge in Windows 95 through Windows 10.
• Preferred Qualifications:
• One to three years of experience in computer desktop support, or equivalent education/experience.
• A+ certification and ITIL V3.
• Venue management experience and experience with athletic operations and support.
• ServiceNow exposure.
• Studies in MIS or a related field, and support experience within a medium to large enterprise network.

Working Conditions

• Must be available to work overtime, evenings, and weekends to support games and events.
• Must be able to lift 75 lbs.