Wednesday, May 25, 2011

Graduate Staff Assistant - School of Nursing



Under the direction of the Customer and Desktop Support Lead, assist in delivering comprehensive technology customer support to the School of Nursing Faculty, Staff, and Students.

Assist in responding to user requests for assistance. Learn fundamental operations of commonly used software, hardware, and TIER procedures; answer email and telephone calls; assist walk-in users; resolve problems; assist with computer installs, software installs and re-imaging. Provide one-on-one training and assistance to users at their desk to help in user skill development. Assign problems to other TIER staff as appropriate.

Assist in rolling out new TIER products and services to School of Nursing community. As development projects come to completion, assist in implementing new products and services through communiqu├ęs, training materials, local installation and configuration, one-on-one or small group training, and problem resolution.

Assist in responding to user requests for web assistance. Answer email, assist walk-in customers; resolve problems by providing training, technical assistance, and web troubleshooting to staff. Participate in development and maintenance of web-related self-help / training materials, including FAQs and internal documentation of routine tasks or standard solutions to frequent problems.

Assist in developing new web sites and editing web content. Coordinate and execute aspects of web development projects as directed. Assist with web structures, and maintenance while adhering to UW web standards. Build web knowledge relevant to learning management systems (i.e., Moodle) and content management systems (i.e., Drupal, Plone, SharePoint), as directed.

Participate in development and maintenance of web-accessible self-help materials, including FAQs and documentation for typical tasks performed by various School of Nursing constituencies (faculty, staff, researchers, and students). Develop in-depth familiarity with a topic requested by supervisor; write clear, detailed documentation according to structure, template or guidelines suggested by supervisor; prepare for web; post/publish on School of Nursing web site.

Participate in development and maintenance of knowledge bases for TIER staff. Design and produce useful reports regarding patterns of support needs; document standard IS procedures, inventories of various resources, and standard solutions to frequent problems.

Contribute to improvements in TIER processes and services. Through observation and direct experience, perform analysis of TIER procedures or recurring problems that are a barrier to either efficiency or effectiveness. Recommend and, upon approval, assist in implementing improvements.

Demonstrated positive customer service attitude, good interpersonal skills and ability to work well with others is the most important aspect of this position. Ability to work responsibly with or without direct supervision; self-reliant in researching solutions to accomplish assigned tasks. Advanced problem solving skills; ability to write about technical issues in a clear and concise manner.

Working knowledge of Windows XP and 7 operating systems and desktop applications especially Word, Excel, and Outlook. In addition to the above, the ideal candidate would also have familiarity with: Active Directory, HTML, relational databases, networking, and advanced software troubleshooting abilities

This position is a .5 FTE (20 hours/week) Academic Student Employee position, pre-master’s Schedule I, commitment of a minimum of one academic year (Fall, Winter, Spring, and Summer quarters). Position begins Summer Quarter, 2011. Hours are flexible; shared office space in Health Sciences T-wing provided. This appointment provides a monthly salary, quarterly operating fee (most of tuition) waiver, and health insurance. Performance of duties will be evaluated quarterly by the Customer and Desktop Support Lead.

In conformance with Federal and State law, the School of Nursing shall not discriminate against any person because of race, color, creed, religion, national origin, sex, age, marital status, disability, status as a disabled or Vietnam era veteran, or sexual orientation. No employee shall be subjected to discrimination in the form of sexual harassment as defined in the University of Washington Handbook (Volume 4, Part 1, Chapter 2).

The School of Nursing TIER Customer and Desktop Support Graduate Staff Assistant reports to:
Mark Squire
IT Director
University of Washington School of Nursing
If interested, please email an attached cover letter and resume no later than June 10th, 2011 to:
Please address the subject of the email as: “GSA Application”
Applicants will be informed of the hiring decision no later than June 20th, 2011.