Computer Support Analyst 2 (Intermittent)

About the Role

This position reports directly to the Director of Systems Operations and indirectly to the Chief Information Officer. The Intermittent Computer Support Analyst will be responsible for technical operations and maintenance of software and hardware supporting business operations, venues, and events throughout the Intercollegiate Athletics Village. The incumbent will provide day‑to‑day help‑desk, on‑site and virtual technical support for over 250+ PC/Apple desktops and laptops, and will coordinate technical support for live events.

Key Responsibilities

• Systems/Software Consulting & User Training (35%):
  • Coordinate with facility and event operation departments and external clients by providing technical and operational input and assistance to ensure successful execution of business operations and events.
  • Evaluate software applications.
  • Develop and implement preventive maintenance techniques and procedures for all technical services and systems.
  • Provide recommendations and input to management for leveraging technology and performance of technical capabilities in business offices and event venues to produce revenue opportunities.
  • Interface with IT team to ensure systems work properly across the networks.
  • Work directly with tech support for various software applications.
  • Provide training on software applications and operating systems; write and maintain user documentation.
  • Tier‑one and tier‑two support for Service Desk.
• Systems/Application Development & Maintenance (20%):
  • Maintain development and programming for Active Directory, SharePoint, MS Exchange, and proprietary software applications (e.g., Paciolan).
  • Maintain IPTV software and hardware.
  • Programming support for internal data systems and developing scripting protocols.
  • Maintain inventory records on hardware and software configurations utilizing Asset Management software.
  • Install, image, and configure workstations with departmental software.
  • Maintain accurate and complete files, records, and other documents relating to assigned responsibilities.
  • Administer documentation of changes made to all systems.
  • Prepare and submit required reports, including event activity, contractor performance, equipment maintenance and repair.
  • Troubleshoot various on‑premises and cloud‑based databases.
  • Support enterprise‑based applications such as print servers.
• Live Events Support (20%):
  • Interface directly with UW Video, Pac‑12, and other broadcasting personnel for successful game‑day A/V production operations.
  • Coordinate with facility and event operation departments and external clients to assure successful execution of business operations and events.
  • Support the game‑day operation of headsets for the FB Coaches (CoachComm).
  • Provide IPTV operational support.
  • Ensure network connectivity for the score table, venue‑wide wireless, and ticket‑system wireless connections.
  • Work directly with Sport Information Directors and statisticians to ensure machines and connectivity are operational.
  • Oversee patch‑bay coordination for broadcasters supporting events at the stadium and event center.
  • Troubleshoot systems/software including POS, ticketing, video, audio, production/broadcast, and general sports technology.
  • Support staff and general operations.
• Operating Systems Support (10%):
  • Provide support for the internal ticketing system and fund‑development donor system.
  • Provide support for Microsoft Server.
  • Provide technical support to computer users for a variety of application software packages and respond to hardware and software problems with corrective measures.
  • Train users on specific software applications.
  • Network administration: optimize network, troubleshoot issues, work with vendors and tenants to configure ports to proper VLANs, audit port usage, evaluate monitoring solutions, and assess switch options.
  • Apply and install software patches to eliminate operating errors.
• Hardware Support (10%):
  • Construct, repair, and troubleshoot department PCs and Macs.
  • Connect computers to the wired network.
  • Provide server, switch, and controller support.
  • Liaise with network engineers to configure ports.
  • Develop a working knowledge of associated technical services and hardware to manage and operate all systems.
  • Recommend, justify, and manage the purchasing of new hardware.
  • Review and make recommendations to management on the technical services asset replacement plan.
  • Layer‑one support troubleshooting.
• Other Duties (5%):
  • Recommend and secure the selection of service contractors for essential technical software services & systems.
  • Perform related duties and special projects as assigned.

Qualifications

• Minimum Qualifications: Three years of experience in programming and/or computer support services of a technical nature or one year of experience as a Computer Support Analyst 1.
• 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, venue management experience, ITIL V3.
  • ServiceNow exposure a plus.
  • Experience with athletic operations and support.
  • Studies in MIS or a related field supporting a medium‑large enterprise network system.

Schedule

Must be available to work overtime, evenings, and weekends as needed to support operational requirements.

Working Conditions

Work in an office, athletic facility, computer lab, or other campus environments supporting Athletics staff and operations. Spend significant time working at a computer, troubleshooting systems, documenting issues, and responding to support requests. Regularly move between offices, athletic venues, meeting spaces, and training facilities to install, maintain, or repair equipment. Work involves prolonged sitting. Compliance with the rules and regulations of the University, the NCAA, the Conference, the State of Washington, and any other governing body is required.

Compensation

Pay Range: $34.35 hourly – $46.20 hourly.

Benefits

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-temporary-per-diem-and-less-than-half-time/.