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.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of Pathology & Immunology, Division of Lab & Genomic Medicine. This position is for the Medical School Campus.
This position provides user support, and/or training to clients of biospecimen informatics systems. Employees provide basic support of biospecimen informatics application functions and workflows and helps end users to resolve issues. This level requires a basic knowledge and understanding of a wide variety of technologies to effectively support clients’ technical needs, and requires the ability to obtain information from, and accurately document client problems. Employees interact with a broad range of clients requiring strong customer service and communication skills. Position may require the ability to use a variety of informatics and research resources for providing technical support. Employee at this level may provide routine support for a broad range of biospecimen informatics related technologies, or may provide in-depth support for a narrowly defined area of technology. Employee refers complex technical problems or questions to higher-level informatics and research support staff or the Informatics Manager within the organization.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provides technical assistance to biospecimen informatics end users.
Responds to incoming problems and requests for support from end users.
Evaluates, prioritizes, and escalates problems and requests to appropriate support areas.
Responds to and resolves Tier 1 technical issues related to support area of responsibility.
Answers and logs all requests coming through phone calls and emails to the biospecimen informatics support in a ticketing system.
Trains the end user on a specific function or workflow using documented User Support Guide.
Attends weekly biospecimen informatics meeting and provides a summary update on issues and problems faced during the previous week.
May perform routine computer data entry.
Performs other related project work and duties as assigned.
High school diploma or equivalent.
Associate or bachelor's degree in biology or science.
Experience in a customer support role.
Prior work experience in an IT-related role or customer service setting.
The hiring range for this position is $16.31 - $20.39 per hour.
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.
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 is required.
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.