"Technical Support Specialist I - WashU IT"

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 & 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.

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.

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

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 Platform, Customer Service, Office Productivity Software, Oral Communications, Prioritization, Procedural Documentation, System Administration, System Integration, System Upgrades, Written Communication

Grade

G09-H

Scheduled Hours

40