"Technical Support Specialist II - WashU IT"

Position Summary

Under moderate supervision, responsible for the advanced support of desktop and server computer systems and other technology-based systems for University staff, faculty and students; including support for computer operating systems, software, hardware and networking. May serve as a system owner, technical expert or specialist in a particular area such as in the applications, systems or hardware areas. The employee interacts with a broad range of client requiring strong communication and customer service skills as well as the ability to use a wide variety of technical resources (i.e., engaging vendor support) to provide a high level of technical support to clients.

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.

Working Conditions:
Job Location/Working Conditions: Normal Office Environment
Physical Effort: Typically Sitting at a desk or table
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 (4 Years)
Skills: Not Applicable
Driver's License: A driver's license is not required for this position.

Preferred Qualifications

Education: Bachelor's 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: Interpersonal Communication, Microsoft Office, Oral Communications, Organizational Capability, Prioritization, Written Communication

Grade

G10-H

Salary Range

$25.47 - $39.49 / Hourly