Washington University in St. Louis
Technical Support Specialist I - WashU Medicine IT
Washington University in St. Louis, St Louis, Missouri, United States
Desktop Support Specialist
Under general 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: 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. Working Conditions: 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. Required Qualifications: Education: High school diploma or equivalent high school certification or combination of education and/or experience. Certifications: No specific certification 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: Education: Associate degree Certifications: No additional certification 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 Platform, Customer Service, Office Productivity Software, Oral Communications, Prioritization, Procedural Documentation, System Administration, Systems Integration, System Upgrades, Written Communication Grade: G09-H Salary Range: $23.37 - $36.19 / Hourly For frequently asked questions about the application process, please refer to our External Applicant FAQ. If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request. 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. 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? 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 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. Washington University is dedicated to building a 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.
Under general 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: 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. Working Conditions: 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. Required Qualifications: Education: High school diploma or equivalent high school certification or combination of education and/or experience. Certifications: No specific certification 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: Education: Associate degree Certifications: No additional certification 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 Platform, Customer Service, Office Productivity Software, Oral Communications, Prioritization, Procedural Documentation, System Administration, Systems Integration, System Upgrades, Written Communication Grade: G09-H Salary Range: $23.37 - $36.19 / Hourly For frequently asked questions about the application process, please refer to our External Applicant FAQ. If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request. 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. 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? 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 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. Washington University is dedicated to building a 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.