Technical Support Specialist II - Elevated Support, WashU IT
About The Position
Provides University leadership daily support of workstations, 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 white-glove 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. Provides technical guidance and subject matter expertise including documentation for level 2 staff and tier 1 and tier 2 user services staff. Acts as an escalation point for advanced technical issues within employee’s knowledge domain, with executive-grade discretion. System administration: maintenance, upgrades, new implementation, consultation and planning system administration activities, prioritizing Leadership platforms. Attends formal training, conducts self-paced training through online courses or on the job training, attends conferences and engages with peers to maintain broad understanding of technologies and keeping abreast of new technologies. Performs other duties as assigned.
Requirements
- High school diploma or equivalent high school certification or combination of education and/or experience.
- Providing Desktop Support In An Enterprise Environment (4 Years)
- Interpersonal Communication
- Microsoft Office
- Oral Communications
- Organizational Capability
- Prioritization
- Written Communication
Nice To Haves
- Bachelor's degree
- No additional certification/professional licenses unless stated elsewhere in the job posting.
- No additional work experience unless stated elsewhere in the job posting.
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.
- Provides technical guidance and subject matter expertise including documentation for level 2 staff and tier 1 and tier 2 user services staff.
- Acts as an escalation point for advanced technical issues within employee’s knowledge domain.
- System administration: maintenance, upgrades, new implementation, consultation and planning system administration activities.
- Attends formal training, conducts self-paced training through online courses or on the job training, attends conferences and engages with peers to maintain broad understanding of technologies and keeping abreast of new technologies.
- Performs other duties as assigned.
Benefits
- Up to 22 days of vacation, 10 recognized holidays, and sick time.
- Competitive health insurance packages with priority appointments and lower copays/coinsurance.
- Free Metro transit U-Pass for eligible employees.
- Defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
- Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
- 4 weeks of caregiver leave to bond with your new child.
- Family care resources are also available for your continued childcare needs.
- Adult care resources.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
