Technical Support Analyst III - Enterprise Physical Operations

Enterprise Physical Operations (EPO) supports the University’s mission by maintaining safe, efficient, and innovative environments that enable teaching, learning, research, and campus life. This role contributes directly to operational excellence providing consultation, analytical support, and/or training to clients of computer or other technology-based systems effectively to support EPO services and customer experiences., End User Technology Support

• Provide first and second-level technical support for Facilities employees.
• Diagnose and resolve hardware, software, printing, network, and mobile device issues.
• Install, configure, and maintain desktop computers, laptops, tablets, scanners, and peripheral equipment.
• Coordinate equipment deployments, upgrades, replacements, and technology refresh programs.
• Maintain technology inventories and asset management records.
• Provide support for conference room technology and audiovisual systems.

Facilities Systems Support

• Support Facilities Management software platforms including work order management, asset management, GIS, access control, and related applications.
• Assist users with system access, navigation, reporting, and troubleshooting.
• Coordinate testing and validation of software updates and new system features.
• Document support procedures, workflows, and business process improvements.
• Work with university IT partners and vendors to resolve application-related issues.

Technology Administration & Asset Management

• Maintain hardware and software inventories.
• Coordinate software licensing and technology procurement activities. Assist with equipment lifecycle planning and replacement strategies.
• Track technology expenditures and vendor support agreements.
• Maintain technology standards and documentation.

Project Support & Process Improvement

• Participate in technology implementation projects and system upgrades.
• Assist with data collection, testing, training, and deployment activities.
• Identify opportunities to automate or streamline operational processes.
• Support technology-related initiatives that improve customer service and operational efficiency.
• Prepare reports, dashboards, and metrics related to system utilization and service performance.

Training & Customer Service

• Develop and deliver user training for Facilities technology systems.
• Create job aids, knowledge articles, and user documentation.
• Assist with onboarding new employees by providing technology orientation and support.
• Promote technology best practices and security awareness.

Other Duties

• Provide occasional on-call or after-hours technology support as operational needs require. Support emergency operations and continuity activities during critical incidents.

• Perform other duties as assigned in support of Facilities Management operations.

Working Conditions: Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table
• Repetitive wrist, hand or finger movement
• Ability to move to on and off-campus locations as needed

Equipment

• 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.

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: Information Technology (3 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.

Preferred Qualifications

Education: Associate degree

Certifications/Professional Licenses: Part 107 Certification - Federal Aviation Administration

Work Experience: Facilities Operations At A Research University Or Similar Institution ()

Skills: ARCHIBUS, Asset Management, Communication, Computer Science, Customer Service, Deadline Management, End User Support, ESRI Software, Geographic Information Systems (GIS), GPS Technologies, Information Technology (IT), Microsoft Applications, Microsoft Tools, ServiceNow Platform, Software Testing, Working Independently

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? We’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.