Technical Support Analyst II - Office of the Chief Research Information Officer

Scheduled Hours

40

Position Summary

This position provides analytical consultation, 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. Employee at this level is not usually involved in application development or network design, but may participate in system integration and network or 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. 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 IT organization.

Job Description

Primary Duties & Responsibilities

• Provides appropriate level of support of 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.

• Responds to incoming phone calls or may act as phone support backup to first level help desk.

• 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 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.

• Actively participates in team meetings and discussions.

• Performs other related project work and duties as assigned.

Preferred Qualifications

• 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; able to clearly communicate with clients verbally and in writing.

• Project Participation: Ability to participate as a project team member and collaborate with others in order to make recommendations for solving routine problem.

• 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 department 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.

Required Qualifications

High school diploma or equivalent high school certification; minimum of two years of experience in some aspect of the field of Information Technology; a certification or degree in some aspect of Information Technology may also substitute for required experience on a year-for-year basis.

Grade

G09-H

Salary Range

$22.25 - $34.45 / 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.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

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.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• 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? We’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: https://hr.wustl.edu/benefits/

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 University’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 – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.