Scheduled Hours

40

Position Summary

Under minimal supervision, this role is responsible for the advanced support and service of the end-user computing ecosystem, specifically users' technology-based systems and applications. The customer base for this role includes university staff, faculty, and students, emphasizing ownership for all executive level and VIP support needs. Support includes but is not limited to the support for computer operating systems, applications, hardware, and peripherals, network connectivity, mobile devices, printers, and printing.

The employee will interact with a broad range of clients, particularly VIPs and executive-level faculty and staff. Working with senior leaders will require an advanced understanding of and ability to deliver excellent customer service, convey ownership, respond promptly, and require strong verbal and written communication skills. Additionally, this role will be expected to understand when it is and isn't appropriate to escalate and engage resolver groups, vendor support, and leadership.

Job Description

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.
• 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.

Preferred Qualifications

• Bachelor’s degree in Computer Science or comparable field of study.
• Effective verbal, written and interpersonal communication skills.
• Demonstrated abilities with the Microsoft office suite.
• Effective organization skills and ability to prioritize workload.

Required Qualifications

High school diploma or equivalent high school certification with eight years providing desktop support in an enterprise environment or a combination of education and experience.

Grade

G10-H

Salary Range

$24.24 - $37.58 / 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.

Accommodation

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.

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

Washington University in St. Louis is committed to providing a comprehensive and competitive benefits package to our employees. Benefits eligibility is subject to employment status, full-time equivalent (FTE) workload, and weekly standard hours. Please visit our website at https://hr.wustl.edu/benefits/ to view a summary of 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.

Applicant Instructions

When you are ready to apply, creating an account only takes a minute. Your account creates a candidate home page which we will use to communicate with you and allows you to apply for jobs and view your application statuses. The first page of the application offers two “Quick Apply” options. Quick Apply allows you to either use a previous application or create a new application using a resume to populate the work experience and education sections of your job application. If using a resume to populate your application, check to ensure the application fields populated accurately. You may skip the “Quick Apply” page by clicking “Next” at the bottom of the page. Documents may be uploaded in the My Experience section of the application. You also have the option to apply with a LinkedIn feature, which allows you to apply by using your LinkedIn profile to populate some of the job application fields.