Technical Support Specialist I – WUSM ITSS

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.

Job Description

Primary Duties and 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 work load 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.

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 workload to appropriately respond to customer needs and demands.
• Provides support documentation for Tier 1 support staff.

Required Qualifications

High School plus two years desktop support in an enterprise environment, or equivalent combination of education and experience.  

Grade
G09-H

Salary Range
$22.92 – $35.49 / 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 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 [email protected]  or call the dedicated accommodation inquiry number at 314-935-1149 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.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• 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.

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

EEO/AA Statement
Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.