Technical Support Specialist II - Elevated , WashU IT

Scheduled Hours

40

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.

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.
• 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.

Job Location/Working Conditions

• Normal Office Environment

• Typically Sitting at a desk or table

• 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.

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 (4 Years)

Skills:

Not Applicable

Driver’s License:

A driver’s license is not required for this position.

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Education:

Bachelor’s 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:

Interpersonal Communication, Microsoft Office, Oral Communications, Organizational Capability, Prioritization, Written Communication

G10-H

$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…