Technical Support Specialist I - WashU IT

Washington University in St. Louis; United States; On-site; USD 32,000 - 50,000; Full time

Benefits offered by this job

Vacation & Holidays

Health insurance

Metro U-Pass

Job summary

Washington University in St. Louis is seeking a desktop support professional to provide Tier 1 assistance for staff, faculty and students in a high-volume environment in Saint Louis, MO.

The role covers OS, software, hardware and network support with ticket-based workload management. The position requires a broad understanding of enterprise office technologies and may involve on-call duties and travel to on- and off-campus locations.

Qualifications

• High school diploma or equivalent high school certification or combination of education and/or experience.
• Associate degree
• No additional certifications unless stated elsewhere in the posting.

Responsibilities

• Desktop support: Provides daily support for the computing desktop; responds to tickets and escalates as needed.
• Service desk: Collaborates with higher-level technical areas; prioritizes workload and acts as liaison.
• Project facilitation: Assists with upgrades, system integration and system administration tasks.
• Performs other duties as assigned.

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

High school diploma

Associate degree

Job description

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 / 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