Technical Support Specialist I (Hybrid) - WashU IT

About the role

• Location
• SAINT LOUIS, MO 63110
• Scheduled Hours
• 40

Position Summary

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.

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. 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.

Job Location/Working Conditions

• Normal office environment.
• 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).

Equipment

• Office equipment.

Additional information

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.

Required Qualifications

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 (2 Years)

Skills: Not Applicable

Driver's License: A driver's license is not required for this position.

Preferred Qualifications

• Degree in a field of study with desktop support experience in an enterprise environment.
• Experience supporting all standard office productivity applications and computing platforms in an enterprise environment.
• Ability to understand, be accountable and complete assigned tasks associated with projects. Such as system upgrades, system integration and system administration.
• Strong customer service skills, including written and verbal communication skills.
• Ability to prioritize work load to appropriately respond to customer needs and demands.
• The employee is expected to provide support documentation for Tier 1 support staff.

Preferred Qualifications

Education: 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
• Grade
• G09-H

Salary Range $23.37 - $36.19 / 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.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email or call the dedicated accommodation inquiry number at and leave a voicemail with the nature of your request.

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.

Benefits Statement

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.