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 Pediatrics Computing Facility. This position is for the Medical School Campus.
This position provides consultation, analytical support, and/or training to clients of computer or other technology-based systems. Employee may provide advanced technical support of hardware, software, operating systems, and networking. This level requires a broad understanding of a wide variety of technologies to effectively support clients’ technical needs and provide technical guidance to lower-tiered technical support employees. Employee may serve as a technical expert or specialist in a particular area such as in the applications, systems, or hardware areas. 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. Employee at this level generally provides advanced support for a broad range of information-related technologies, or may provide in-depth support for a more narrowly defined area of technology.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provides appropriate level of support for specific application or set of applications, hardware, software and networking, or may provide advanced support for a wider range of technologies to department end users.
Responds to assigned tickets.
Evaluates, prioritizes, and resolves problems and requests or escalates to appropriate support areas.
May act as phone support backup to more junior-level help desk.
Instructs end users on use of technologies within the designated spectrum of support.
Recommends upgrades and enhancements, researches, tests, and evaluates new technologies related to support spectrum.
Collaborates with higher-level technical areas on planning and issue resolutions.
Develops training materials and documentation for end users and internal department use.
Provides formal training to end user for applications related to support spectrum.
Provides training and mentoring to more junior-level support staff in the help desk.
May act as team lead, and assist in managing the workload of others.
Actively participates in team meetings and discussions.
Performs other related project work and duties as assigned.
High school diploma or equivalent high school certification.
Three years of experience in some aspect of the field of information technology.
Certification or a degree in some aspect of information technology may substitute for required experience on a year-for-year basis.
Demonstrated experience supporting standard IT systems with the ability to learn highly specialized Cardiology PACS to support clinicians and staff using these systems.
Customer Service: Possess an aptitude for patience, professionalism, tactfulness, and empathy; 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; ability to quickly diffuse stressful or anxious situations.
Project Management: Ability to lead projects with some latitude on actions or decisions; ability to manage timelines, resources, and personnel (internal staff and contractors) and lead implementation efforts to completion.
Planning and Organization: Ability to create and lead ad hoc work groups to analyze problems, develop solutions, and effectively communicate solutions pertaining to specified work area; ability to manage one’s own time, prioritize, and effectively meet deadlines.
Technical Knowledge: Advanced knowledge of a spectrum of work specialties and the ability to integrate this knowledge to develop and communicate innovative and effective solutions expertise in technology principles, terminology, computer operating systems, and applications associated with the department and technical area of responsibility; may serve as technical lead and/or resource for junior-level analysts and technicians.
Technical Solution Development: Integrates knowledge and skills to address work assignments and problems of high complexity; ability to develop and/or implement highly complex information technology solutions to enhance enterprise success.
Technical Support: Ability to organize, document, and resolve complex technical issues; ability to identify trends and make suggestions for technical modifications to solve existing and future problems; ability to communicate solutions to technicians, analysts, clients, and other affected personnel to aid their future problem-solving ability.
Consultancy Skills: Ability to analyze and assess customer needs and problems to develop effective and appropriate solutions; ability to consult with clients, peers, and/or managers to develop requirements, solve problems, and/or proactively establish technical directions.
The hiring range for this position is $23.07 - $29.42 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.
Standard computer department working environment with standing, walking, and lifting less than 50 pounds. A moderate amount of work is performed at the customer site.
Internal Applicant Instruction:
This position is grade G10.
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.
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.