Technical Support Specialist II - Elevated Support, 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 employeeâ 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 employeeâ 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.

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., 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

Grade G10-H, 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.

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 with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? Weâ ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits