Technical Support Specialist II - WashU IT

Job Summary

Scheduled

Hours:

40 hours

Position Summary: Under moderate supervision, responsible for the advanced support of desktop and server computer systems and other technology-based systems for University staff, faculty and students. The employee interacts with a broad range of clients requiring strong communication and customer service skills.

• 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.
• 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.
• System administration: maintenance, upgrades, new implementation, consultation and planning system administration activities.
• 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.

• Normal Office Environment

• Typically Sitting at a desk or table

• Office Equipment

Education: High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications: No specific certification/professional license is required for this position.

Work Experience: Providing Desktop Support In An Enterprise Environment (4 Years)

Skills: Not Applicable

Driver’s License: A driver's license is not required for this position.

Education: Bachelor's degree.

Work Experience: No additional work experience unless stated elsewhere in the job posting.

Skills: Interpersonal Communication, Microsoft Office, Oral Communications, Organizational Capability, Prioritization, Written Communication.

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.

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

If you are unable to use our online application system and would like an accommodation, please email Candidate Questions or call the dedicated accommodation inquiry number at  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.

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.

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