Service Desk Analyst

Service Desk Analyst

University of Washington

Job Description

UW Medicine IT Services (ITS) offers an outstanding opportunity for a Service Desk Analyst. This role supports the ongoing maintenance and new implementation of services across UW Medicine institutions, providing technical support and problem resolution for users.

Work Schedule

• 100% FTE – 40 hours per week
• Variable shift – Set schedule
• Required participation in team on‑call rotation

Department Description

UW Medicine IT Services is a shared-services organization that supports all UW Medicine sites—Harborview, UW Medical Center-Montlake, UW Medical Center-Northwest, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest. ITS maintains infrastructure and applications, implementing new services to advance the UW Medicine mission.

Position Highlights

• 12 days of vacation in the first year, plus 12 days of sick time, 1 personal holiday, and 11 paid holidays annually
• Choice of two retirement plans

Primary Job Responsibilities

• Provide technical and application support, including issue resolution, coordination, escalation, and reporting
• Contribute to internal and enterprise projects and initiatives
• Coordinate communication for planned outages and unplanned incident resolution
• Participate in rotating shift schedule and on‑call duty as required

Requirements

• Two years of technical experience in programming or computer support services, or equivalent education/experience

Desired Department Requirements

• Experience with knowledge tools applied to Service Desk operations
• Ability to participate in the Help Desk telework program
• Excellent customer support skills, advocating for customers within IT enterprise
• Experience handling confidential information
• Self‑directed work style, independently or in a team

Conditions of Employment

• This classification is in a bargaining unit
• Information technology deadline‑driven work environment
• ITS Help Desk operates 24/7/365; four shifts support operational hours
• Participation in on‑call rotation required
• Pager or other notification method required
• Daily response to customer demands; time‑sensitive needs must be met
• Normal daytime hours expected; work may be performed in office or telecommuting with manager approval
• Significant off‑hours and weekends may be needed for problem resolution and emergencies
• 24/7 availability for emergencies (business continuity/disaster recovery) as needed
• In‑person meetings as directed by manager
• Work within multiple technical environments
• ITS serves all UW Medicine organizations; the incumbent must learn many organizational structures and cultures and foster collaboration
• Effective communication in English, verbal and written
• All hires must adhere to the working standards of UW Medicine IT Services. Examples include (but are not limited to):
• Observe Time Tracking Policy
• Observe professionalism standards including dress and punctuality
• Follow organizational norms with respect to e‑mail, distributions, pagers, cell phones
• Observe absence notification standards
• Provide regular status reports to Help Desk management
• Attend team and departmental meetings as appropriate
• Act as backup for other team members and functions, as needed

About UW Medicine – Where Your Impact Goes Further

UW Medicine is Washington’s only health system that includes a top‑rated medical school and an internationally recognized research center. Our mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care, and preparing tomorrow’s physicians, scientists, and health professionals.

Our employees collaborate to perform the highest‑quality work with integrity and compassion, creating a respectful, welcoming environment where every patient, family, student, and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations.

Join our mission to make life healthier for everyone in the community.

Compensation, Benefits and Position Details

• Pay Range Minimum: $60,336.00 annual
• Pay Range Maximum: $81,240.00 annual
• Benefits: For information about benefits for this position, visit
• Shift: Alternate Work Shift (United States of America)
• Position type: Regular
• FTE (Full‑Time Equivalent): 100%
• Union/Bargaining Unit: SEIU Local 925 Nonsupervisory
• About the UW: Working at the University of Washington provides a unique opportunity to change lives – on campuses, in the state, and around the world. UW employees enjoy outstanding benefits, professional growth opportunities, and an environment known for diversity, intellectual excitement, artistic pursuits, and natural beauty.

Our Commitment

The University of Washington is proud to be an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran, disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206‑543‑6450 or

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

Job Details

• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Information Technology
• Industries: Higher Education