This position is full-time and works approximately 40 hours per week. Position hours are generally Monday - Friday, 8:00 a.m. - 4:30 p.m.
Department Name/Job Location:
This position is in the Institute for Informatics on the Medical School Campus.
This position provides analytical consultation, support, and/or training to clients of a synthetic data generation platform in the Institute for Informatics at Washington University School of Medicine. Employee may provide advanced technical support of the application. This level requires a broad understanding of a wide variety of technologies to effectively support clients’ technical needs. An employee at this level is not usually involved in application development or network design; but may participate in system integration and system analysis activities.
Employee interacts with a broad range of clients requiring strong communication and customer service skills as well as the ability to use a wide variety of technical resources for providing a high level of technical support to clients. An employee at this level generally provides both routine and non-routine support for a broad range of information-related technologies, or may provide in-depth support for a more narrowly-defined area of technology. Employee refers highly complex technical problems to a higher-level resource within the organization.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provides high level of support of specific application, MDClone:
Responds to assigned tickets
Responds to incoming phone calls
Evaluates, prioritizes, and resolves problems and requests or escalates to appropriate support areas
Instructs end-users on use of technologies within the designated spectrum of support
Tests and evaluates new technologies related to support spectrum
Collaborates with higher level technical areas on planning and issue resolution
Develops training materials and documentation for end users and internal use
Provides formal training to end user for applications related to support spectrum
Actively participates in team meetings and discussions
Performs other related project work and duties as assigned
High school or GED required; minimum of 2 years of experience in some aspect of the field of Information Technology required.
A certification or degree in some aspect of Information Technology may also substitute for required experience on a year-for-year basis.
Customer Service: Must possess an aptitude for patience, professionalism, tactfulness, and empathy; must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action; must be able to clearly communicate with clients verbally and in writing.
Project Participation: Ability to participate as a project team member and collaborate with internal and external project teams in order to make recommendations for solving routine problems.
Planning and Organization: Ability to organize, document, and follow complex and/or detailed technical procedures; ability to manage one’s own time, prioritize, and effectively meet deadlines.
Technical Knowledge: Advanced knowledge of technology principles, terminology, computer operating systems, and applications associated with the institute and area of responsibility. Ability to guide or train peers and technicians at more junior levels.
Technical Solution Development: Ability to resolve complex client problems and clearly present and document the solutions; integrates knowledge and skills from a range of technologies to address work assignments.
Technical Support: Ability to independently resolve complex technical problems; ability to solve problems and perform diagnostics on software and/or hardware; ability to communicate and interact with hardware and software vendors and higher-level technical support staff as appropriate to solve problems.
Consultancy Skills: Ability to consult with clients and higher-level specialists and analysts to resolve technical problems and ensure customer satisfaction.
The hiring range for this position is $21.18 - $26.99 per hour.
Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, 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.
Internal Applicant Instruction:
This position is grade G09.
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Applicant Special Instructions:
Standard computer department working environment with standing, walking, and lifting less than 50 pounds required; a moderate amount of work performed at customer site
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.