Technical Support Specialist II - Elevated , WashU IT

Position Summary

Scheduled

Hours:

40. Desktop support:
Provides university leadership daily support of workstations, including operating system, software installation and maintenance and hardware. Acts as the white‑glove support liaison for all desktop‑related support issues. Provides support documentation for Tier1 Service Desk. Collaborates with higher level technical areas on planning and issue resolution. Provides technical guidance and subject matter expertise, including documentation for level2 staff and tier1 and tier2 user services staff.

Acts as an escalation point for advanced technical issues within employee’s knowledge domain, with executive‑grade discretion. System administration: maintenance, upgrades, new implementation, consultation and planning system administration activities, prioritizing Leadership platforms.

• Provide daily support for computing desktops, including operating system, software installation, and maintenance and hardware.
• Respond to assigned tickets; evaluate, prioritize, and resolve problems or requests, or escalates to appropriate support areas.
• Act as the front‑facing support liaison for all desktop‑related support issues.
• Provide support documentation for Tier1 Service Desk.
• Collaborate with higher‑level technical areas on planning and issue resolution.
• Provide technical guidance and subject matter expertise, including documentation for level2 staff and tier1 and tier2 user services staff.
• Act as an escalation point for advanced technical issues within employee’s knowledge domain.
• Perform system administration activities: maintenance, upgrades, new implementation, consultation and planning, prioritizing Leadership platforms.
• Attend formal training, conduct self‑paced training through online courses or on‑the‑job training, attend conferences, and engage with peers to maintain broad understanding of technologies and keep abreast of new technologies.
• Perform other duties as assigned.

Job Location:

Normal office environment. Physical Effort:
Typically sitting at a desk or table. Equipment:
Office equipment.

• Education:
  
  High school diploma or equivalent; or combination of education and/or experience.
• Certifications/Professional Licenses:
  None required.
• Work Experience:
  
  Providing Desktop Support in an Enterprise Environment (4 years).
• Skills:
  
  Not applicable.
• Driver's License:
  Not required.

• Education:
  
  Bachelor’s degree.
• Certifications/Professional Licenses:
  None unless stated elsewhere.
• Work Experience:
  
  None unless stated elsewhere.
• Skills:
  
  Interpersonal communication, Microsoft Office, oral communication, organizational capability, prioritization, written communication.

Grade G10‑H: $25.47 – $39.49 per hour. 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.

• Personal Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Free Metro transit U‑Pass for eligible employees.
• Defined contribution (403(b)) Retirement Savings Plan with employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more.
• 4 weeks of caregiver leave to bond with your new child.
• Caregiver care resources for continued childcare needs.
• Adult care support.
• Tuition coverage for you and your family, including dependent undergraduate‑level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

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.