Technical Support Analyst III - Enterprise Physical Operations

Washington University in St. Louis; St. Louis (MO); On-site; USD 35,000 - 54,000; Full time

Benefits offered by this job

Vacation & sick time

Health insurance

Metro U-Pass

Tuition assistance

Job summary

Washington University in St. Louis is seeking an IT Support professional for Enterprise Physical Operations. The role provides first- and second-level tech support to Facilities staff, maintains desktops and devices, and supports conference room systems. You will also engage in asset management and process improvements.

You will collaborate with university IT partners, document procedures, deliver user training, and help drive technology initiatives to improve service and efficiency.

Qualifications

• High school diploma or equivalent required.
• Associate degree preferred.
• At least 3 years of Information Technology experience.

Responsibilities

• Provide first and second-level technical support for Facilities staff.
• Diagnose and resolve hardware, software, printing, network, and mobile device issues.
• Install, configure, and maintain desktops, laptops, tablets, scanners, and peripherals.
• Coordinate equipment deployments and technology refresh programs.
• Maintain technology inventories and asset management records.
• Support conference room technology and audiovisual systems.
• Support Facilities Management software platforms and related applications.
• Assist users with system access, navigation, reporting, and troubleshooting.
• Coordinate testing and validation of software updates and new features.
• Document procedures, workflows and improvements.

Skills

End User Support

Customer Service

Asset Management

GIS

Information Technology

Education

High school diploma

Associate degree

Tools

ARCHIBUS

ServiceNow Platform

ESRI Software

GIS

Job description

Location

ST. LOUIS, MO 63130

Scheduled Hours

40

Position Summary

Enterprise 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 Description

Primary Duties & Responsibilities

End User Technology Support

• 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.
• Maintain technology inventories and asset management records.
• Provide support for conference room technology and audiovisual systems.

Facilities Systems Support

• Support 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 Management

• Maintain 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 Improvement

• Participate 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 Service

• Develop 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 Duties

• Provide 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 Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table
• Repetitive wrist, hand or finger movement
• Ability to move to on and off-campus locations as needed

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.

Education

Required Qualifications 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 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.

Education

Preferred Qualifications Associate degree

Certifications/Professional Licenses

Part 107 Certification - Federal Aviation Administration

Work 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 Independently

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 [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 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: https://hr.wustl.edu/benefits/

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.