Under moderate supervision, provides support of desktop computer systems and other technology-based systems for University staff, faculty and students. Desktop support provides technical support for computer operating systems, software, hardware and networking. This level requires a broad understanding of all standard enterprise office technologies to effectively support customer technical needs. This is a Tier 1 high volume call center position.
Primary Duties and 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. Â Prioritize work load to appropriately respond to customer needs and demands. Acts as a liaison between customers and senior technical staff.Â Â Â
Project facilitation: Complete tasks associated with projects or activities that relate to the desktop support environment, such as system upgrades, system integration and system administration.Â Â Â
Perform other duties as assigned.
Degree in a field of study with desktop support experience in an enterprise environment.
Experience supporting all standard office productivity applications and computing platforms in an enterprise environment.
Ability to understand, be accountable, and complete assigned tasks associated with projects, such as system upgrades, system integration, and system administration.
Strong customer service skills, including written and verbal communication skills.
Ability to prioritize work load to appropriately respond to customer needs and demands.Â
The employee is expected to provide support documentation for Tier 1 support staff.
High school diploma or equivalent high school certification plus two years of desktop support in an enterprise environment, or equivalent combination of education and experience. Â
$21.60 - $33.45 / HourlyThe 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.
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.
Washington University in St. Louis is committed to providing a comprehensive and competitive benefits package to our employees. Benefits eligibility is subject to employment status, full-time equivalent (FTE) workload, and weekly standard hours. Please visit our website at https://hr.wustl.edu/benefits/ to view a summary of benefits.
Washington University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration without regard to an individualâ™s sex, race, color, religion, age, disability status, protected veteran status, national or ethnic origin, gender identity or expression, sexual orientation. Women, minorities, protected veterans and the disabled are strongly encouraged to apply.
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.
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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.