Technical Support Specialist I - WashU IT

Washington University; Northern (KY); Hybrid; USD 32,000 - 50,000; Full time

Benefits offered by this job

Vacation days

Health insurance

Transit pass

Tuition assistance

Job summary

Washington University IT is seeking a Technical Support Specialist I to provide desktop and enterprise-level support for staff, faculty, and students on campus in Saint Louis, MO. You will troubleshoot OS, software, hardware, and networking issues and respond to a high-volume ticket queue.

Responsibilities include documenting issues, escalating when needed, and participating in projects such as system upgrades and integrations. A high school diploma is required; an Associate degree is preferred.

Qualifications

• High school diploma or equivalent required.
• Two years of enterprise desktop support experience.
• Associate degree preferred but not required if experience suffices.

Responsibilities

• Provide desktop and software/hardware support for staff, faculty, and students.
• Respond to tickets, prioritize and resolve or escalate to senior staff.
• Assist with system upgrades, integrations and administration projects.
• Document activities and contribute to knowledge base.

Skills

Accountability

Computer Support

Computing Platforms

Customer Service

Office Productivity Software

Oral Communications

Prioritization

Procedural Documentation

System Administration

System Integration

System Upgrades

Written Communication

Education

Associate degree

High school diploma

Job description

## Technical Support Specialist I - WashU ITApply: On Campus/Onsite: Washington University Medical Campus: Full time: Posted Today: JR97407# **Location**SAINT LOUIS, MO 63110# **Scheduled Hours**40# **Position Summary**Under general supervision, provides support of desktop computer systems and other technology-based systems for University staff, faculty and students. Desktop support provides technical support for computer operating systems, software, hardware and networking. This level requires a broad understanding of all standard enterprise office technologies to effectively support customer technical needs. This is a Tier 1 high volume call center position.# **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. Prioritizes workload to appropriately respond to customer needs and demands. Acts as a liaison between customers and senior technical staff.* Project facilitation: Completes tasks associated with projects or activities that relate to the desktop support environment, such as system upgrades, system integration and system administration.* Performs other duties as assigned. **Working Conditions:**Job Location/Working Conditions* Normal office environment.* Ability to work on call.* Ability to travel to on- and off-campus locations. Physical Effort* Typically sitting at a desk or table.* Repetitive wrist, hand or finger movement (PC typing). 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 (2 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:**Associate 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:**Accountability, Computer Support, Computing Platforms, Customer Service, Office Productivity Software, Oral Communications, Prioritization, Procedural Documentation, System Administration, System Integration, System Upgrades, Written Communication# **Grade**G09-H# **Salary Range**$23.37 - $36.19 / 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.# **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/