Technical Support Specialist II - Elevated Support, WashU IT

Scheduled Hours
40

Position Summary
Desktop support: Provides University leadership daily support of workstations, including operating system, software installation and maintenance and hardware. Responds to assigned tickets. Evaluates, prioritizes, resolves problems and requests or escalates to appropriate support areas. Acts as the white-glove support liaison for all desktop-related support issues. Provides support documentation for Tier 1 Service Desk. Collaborates with higher level technical areas on planning and issue resolution.

Provides technical guidance and subject matter expertise including documentation for level 2 staff and tier 1 and tier 2 user services staff.

Acts as an escalation point for advanced technical issues within employee's knowledge domain, with executive-grade discretion.

System administration: maintenance, upgrades, new implementation, consultation and planning system administration activities, prioritizing Leadership platforms.

Attends formal training, conducts self-paced training through online courses or on the job training, attends conferences and engages with peers to maintain broad understanding of technologies and keeping abreast of new technologies.

Performs other duties as assigned.

Job Description

Primary Duties & Responsibilities:

• Desktop support: Provides daily support for the computing desktop; including operating system, software installation and maintenance and hardware. Responds to assigned tickets. Evaluates, prioritizes, resolves problems and requests or escalates to appropriate support areas. Acts as the front-facing support liaison for all desktop-related support issues. Provides support documentation for Tier 1 Service Desk. Collaborates with higher level technical areas on planning and issue resolution.
  
• Provides technical guidance and subject matter expertise including documentation for level 2 staff and tier 1 and tier 2 user services staff.
  
• Acts as an escalation point for advanced technical issues within employee's knowledge domain.
  
• System administration: maintenance, upgrades, new implementation, consultation and planning system administration activities.
  
• Attends formal training, conducts self-paced training through online courses or on the job training, attends conferences and engages with peers to maintain broad understanding of technologies and keeping abreast of new technologies.
  
• Performs other duties as assigned.
  

Working Conditions:
Job Location/Working Conditions

• Normal Office Environment
  

Physical Effort

• Typically Sitting at a desk or table
  

Equipment

• Office Equipment
  

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:
High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications /Professional Licenses :
No specific certification/professional license is required for this position.

Work Experience:
Providing Desktop Support In An Enterprise Environment (4 Years)

Skills:
Not Applicable

Driver's License:
A driver's license is not required for this position.

More About This Job
WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:
Bachelor's degree

Certifications /Professional Licenses :
No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:
No additional work experience unless stated elsewhere in the job posting.

Skills:
Interpersonal Communication, Microsoft Office, Oral Communications, Organizational Capability, Prioritization, Written Communication

Grade
G10-H

Salary Range
$25.47 - $39.49 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email View email address on click.appcast.io or call the dedicated accommodation inquiry number at View phone number on click.appcast.io and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
  
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
  
• Take advantage of our free Metro transit U-Pass for eligible employees.
  
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
  

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
  

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We've got you covered.
  
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.
  

For policies, detailed benefits, and eligibility, please visit:

EEO Statement
Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University's policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.