Technical Support Specialist II - Elevated Support, WashU IT

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. Primary Duties & Responsibilities Provide daily support for the computing desktop including operating system, software installation and maintenance and hardware. Respond to assigned tickets, evaluate, prioritize, resolve problems and requests, or escalates to appropriate support areas. Act as the front‑facing support liaison for all desktop‑related support issues and provide support documentation for Tier 1 Service Desk. Collaborate with higher level technical areas on planning and issue resolution. Provide technical guidance and subject‑matter expertise including documentation for level 2 staff and tier 1 and tier 2 user services staff. Act as an escalation point for advanced technical issues within employee’s knowledge domain. Perform system administration: maintenance, upgrades, new implementation, consultation and planning system administration activities. Attend formal training, conduct self‑paced training through online courses or on‑the‑job training, attend conferences and engage with peers to maintain broad understanding of technologies and keep abreast of new technologies. Perform other duties as assigned. Working Conditions Normal office environment. Typically sitting at a desk or table. Uses office equipment. Education & Qualifications Required Qualifications High school diploma or equivalent high school certification or combination of education and/or experience. Preferred Qualifications College or university degree (Bachelor’s). No additional certification or professional license is required. Work Experience Providing Desktop Support in an enterprise environment: 4 years. Technical Skills Interpersonal Communication, Microsoft Office, Oral Communications, Organizational Capability, Prioritization, Written Communication. Additional Information Grade: G10‑H. Salary Range: $25.47 – $39.49 per hour. Benefits Statement Up to 22 days of vacation, 10 recognized holidays, and sick time. Competitive health insurance packages with priority appointments and lower copays/coinsurance. Free Metro transit U‑Pass for eligible employees. Defined contribution (403(b)) retirement savings plan with employee and university contributions starting at 7%. Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program, financial resources. 4 weeks of caregiver leave to bond with your new child. Family care resources and adult care coverage available. WashU covers cost of tuition for you and your family, up to 100% for WashU and 40% elsewhere after seven years. 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. #J-18808-Ljbffr Washington University in St. Louis