Technical Support Specialist II - Elevated , WashU IT

Position Summary

Desktop support:
Provides University leadership daily support of workstations, 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 white-glove 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, with executive-grade discretion. System administration: maintenance, upgrades, new implementation, consultation and planning system administration activities, prioritizing Leadership platforms. 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.

• 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.
• Work Experience: Providing Desktop Support In An Enterprise Environment (4 Years)
• Driver's License: A driver's license is not required for this position.

• Education: Bachelor’s degree
• 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. 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.

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.

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…