Technical Support Analyst III - Enterprise Physical Operations

Washington University; St. Louis (MO); On-site; USD 53,000 - 82,000; Full time

Job summary

Washington University in St. Louis seeks an experienced IT support technician to deliver end-user technology help and maintain equipment across campus. You will diagnose hardware and software issues, manage devices such as desktops, laptops, tablets, printers, and assist in technology refresh programs.

Collaboration with Facilities teams is required. The role emphasizes asset management, system access, and vendor coordination, with opportunities to contribute to process improvements and training

Qualifications

• High school diploma or equivalent is required.
• Associate degree is preferred.

Responsibilities

• Provide first and second-level technical support for Facilities employees.
• Diagnose and resolve hardware, software, printing, network, and mobile device issues.
• Install, configure, and maintain desktop computers, laptops, tablets, scanners, and peripheral equipment.
• Coordinate equipment deployments, upgrades, replacements, and technology refresh programs.

Skills

End User Support

IT knowledge

Microsoft Applications

Microsoft Tools

GIS

ESRI Software

Geographic Information Systems

ServiceNow Platform

ARCHIBUS

Asset Management

Software Testing

Working Independently

Communication

Deadline Management

Education

High school diploma or equivalent

Associate degree

Tools

ARCHIBUS

ESRI Software

GIS

GPS Technologies

ServiceNow Platform

Microsoft Applications

Job description

LocationST. LOUIS, MO 63130Scheduled Hours40Position SummaryEnterprise Physical Operations (EPO) supports the University's mission by maintaining safe, efficient, and innovative environments that enable teaching, learning, research, and campus life. This role contributes directly to operational excellence providing consultation, analytical support, and/or training to clients of computer or other technology-based systems effectively to support EPO services and customer experiences.Job DescriptionPrimary Duties & Responsibilities:End User Technology SupportProvide first and second-level technical support for Facilities employees.Diagnose and resolve hardware, software, printing, network, and mobile device issues.Install, configure, and maintain desktop computers, laptops, tablets, scanners, and peripheral equipment.Coordinate equipment deployments, upgrades, replacements, and technology refresh programs.Maintain technology inventories and asset management records.Provide support for conference room technology and audiovisual systems.Facilities Systems SupportSupport Facilities Management software platforms including work order management, asset management, GIS, access control, and related applications.Assist users with system access, navigation, reporting, and troubleshooting.Coordinate testing and validation of software updates and new system features.Document support procedures, workflows, and business process improvements.Work with university IT partners and vendors to resolve application-related issues.Technology Administration & Asset ManagementMaintain hardware and software inventories.Coordinate software licensing and technology procurement activities. Assist with equipment lifecycle planning and replacement strategies.Track technology expenditures and vendor support agreements.Maintain technology standards and documentation.Project Support & Process ImprovementParticipate in technology implementation projects and system upgrades.Assist with data collection, testing, training, and deployment activities.Identify opportunities to automate or streamline operational processes.Support technology-related initiatives that improve customer service and operational efficiency.Prepare reports, dashboards, and metrics related to system utilization and service performance.Training & Customer ServiceDevelop and deliver user training for Facilities technology systems.Create job aids, knowledge articles, and user documentation.Assist with onboarding new employees by providing technology orientation and support.Promote technology best practices and security awareness.Other DutiesProvide occasional on-call or after-hours technology support as operational needs require. Support emergency operations and continuity activities during critical incidents.Perform other duties as assigned in support of Facilities Management operations.Working Conditions:Job Location/Working ConditionsNormal office environmentPhysical EffortTypically sitting at a desk or tableRepetitive wrist, hand or finger movementAbility to move to on and off-campus locations as neededEquipmentOffice equipmentThe 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 QualificationsEducation: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:Information Technology (3 Years)Skills:Not ApplicableDriver's License:A driver's license is not required for this position.More About This JobWashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.Preferred QualificationsEducation:Associate degreeCertifications /Professional Licenses :Part 107 Certification - Federal Aviation AdministrationWork Experience:Facilities Operations At A Research University Or Similar Institution ()Skills:ARCHIBUS, Asset Management, Communication, Computer Science, Customer Service, Deadline Management, End User Support, ESRI Software, Geographic Information Systems (GIS), GPS Technologies, Information Technology (IT), Microsoft Applications, Microsoft Tools, ServiceNow Platform, Software Testing, Working IndependentlyGradeG10-HSalary Range$25.47 - $39.49 / HourlyThe 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.QuestionsFor frequently asked questions about the application process, please refer to our External Applicant FAQ .AccommodationIf you are unable to use our online application system and would like an accommodation, please email [e-mail] or call the dedicated accommodation inquiry number at 314-935-1149 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 ScreeningAll 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 StatementPersonalUp 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%.WellnessWellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!FamilyWe 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: https://hr.wustl.edu/benefits/EEO StatementWashington 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.