Job Description

Scheduled Hours

40

Position Summary

Under moderate supervision, is responsible for the administration and support of technology in the offices of department. Resolves moderately complex issues regarding operations, including installations, setups, error messages, system status, downtime procedures, technical upgrades and changes. Ensures end user satisfaction by providing preventative maintenance, troubleshooting and quickly resolving problems.

Job Description

Primary Duties & Responsibilities:

Customer Relationship Management

• Coordinate the services provided by the departmental Technology Group which consists of the technical lead staff who support departments.
• Audit technical skills required for each of these tech lead roles and facilitate cross training among group members to ensure back-up support is available for each role.
• Manage all issues for the customer that are technology related by providing monthly feedback reports to the department, facilitating quarterly customer update meetings as well as all communications regarding technical support provided by WUIT.
• Participate in project planning by collaborating with customer departments and WUIT units to determine project objectives, timeframes and budgets.

Systems Analysis and Technology Solutions

• Respond to customer departments by determining causes for service interruptions and inefficient processes.
• Evaluate system and technical process issues, analyze problems and implement corrections.
• Interview customer department personnel to document business processes; analyze the departmentsâ™ needs and document system requirements; gather the information needed to fully understand technology related issues.
• Consider all aspects of computing environment.
• Validate assumptions.
• Develop test plans and document solutions.
• Initiate corrective action and coordinate tasks of others as required.
• Investigate options for new or improved technology by literature searches and other research to address customer business needs.
• Work with Washington University Information Technology unit subject matter experts to translate requirements into technical specifications and determine technology solution options; identify and investigate vendors under consideration.
• Develop and communicate technology recommendations to the customer department.
• Follow-up with departments after a solution has been implemented to obtain feedback.

Technical Operations

• Act as escalation point to helpdesk staff.
• Manage and assist with installs, configures and administers departmental computer hardware and software for departmental business-related clients.
• Provide basic and escalated technical support to departmental service desks.
• Assist departmental Technical Manager with deployment, installs and other technical related duties.

Perform other duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Normal office environment.
• A bility to move to on and off-campus locations as needed.
• This work is normally performed in the WUIT offices.
• There will be some activities that require trips to other university offices and offsite locations.
• Flexible and willing to work extended hours as necessary and recognize the need to do so, must have the ability to adjust scheduled time.

Physical Effort

• Typically sitting at a desk or table.
• R epetitive wrist, hand or finger movement.

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:

Bachelorâ™s degree or combination of education and/or experience may substitute for minimum education.

Certifications:

No specific certification is required for this position.

Work Experience:

Support Specialist/Systems Administrator/Computer Technician (4 Years)

Skills:

Adaptability, Apple Hardware, Apple Mac OS, High Accuracy, Microsoft Office, Microsoft Windows, Network Protocols, Operating Systems (OS), PC Hardware, Technical Knowledge, Working Independently

Driver's License:

A driver's license is not required for this position.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:

No additional education beyond what is stated in the Required Qualifications section.

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

Skills:

Business Applications Management, Communication, Customer Service Relationship Management, Higher Education Technology, Oral Communications, Script Development, Server Technologies, Technical Translations, Technology Adaptation, Training Delivery, Written Communication

Grade

G12-H

Salary Range

$29.96 - $47.92 / 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.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ .

Accommodation

If you are unable to use our online application system and would like an accommodation, please email   [email protected]   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.

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

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? Weâ™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:

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 Universityâ™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 â“ fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.

About Washington University in St. Louis

Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.

Connections working at Washington University in St. Louis

Job Tags

Hourly pay, Holiday work, Work experience placement, Flexible hours,

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