Technical Support Specialist I (Hybrid) - WashU IT

Under moderate supervision, provides support of desktop computer systems and other technology-based systems for University staff, faculty and students. Desktop support provides technical support for computer operating systems, software, hardware and networking. This level requires a broad understanding of all standard enterprise office technologies to effectively support customer technical needs. This is a Tier 1 high volume call center position., 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.
• Prioritizes workload to appropriately respond to customer needs and demands.
• Acts as a liaison between customers and senior technical staff.

Project Facilitation

• Completes tasks associated with projects or activities that relate to the desktop support environment, such as system upgrades, system integration and system administration.

Performs other duties as assigned.

• Ability to work on call.
• Ability to travel to on- and off-campus locations.

Physical Effort

• Typically sitting at a desk or table.
• Repetitive wrist, hand or finger movement (PC typing)., 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 (2 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., Associate 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: Accountability, Computer Support, Computing Platforms, Customer Service, Office Productivity Software, Oral Communications, Prioritization, Procedural Documentation, System Administration, System Integration, System Upgrades, Written Communication

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.