Scheduled Hours

40

Position Summary

This position provides specialized work in supporting information technology equipment and systems for the business, research, and instructional functions of customers.

This position involves the advanced use of software and/or hardware tools to provide ongoing services, and responsibilities require expertise with core infrastructure elements and how they interrelate to provide a cohesive computing environment.

Job Description

• Gathers customer information and determines resolution path regarding moderately complex client issues by analyzing the symptoms and identifying/resolving the underlying problem.

• Identifies what customer is trying to accomplish so time is not wasted on “attempting to solve a symptom instead of a problem”.

• Escalates complex issues to higher level when necessary.

• Performs other duties as assigned.

For Large Environment with Dedicated System Support Specialists

• Assists System Manager in maintaining system performance, system security, hardware/software utilities, capacity planning and balancing operation cycles.

• Participates in the development, implementation, installation and testing of application or service software.

• Writes documentation to describe system development, deployment, life cycle; may write corrections for users to describe installations and operating procedures.

• Conducts and/or oversees systems administration tasks as assigned.

• Trains Systems Support Technicians.

For Department-Level Environment with Combined Responsibilities

• Ensures technology is accessible and equipped with current hardware and software; primary activities include: Troubleshoots hardware, software and network operating system; be familiar with all hardware and software; be familiar with network operating system; provides orientation to new users of existing technology; trains staff about potential uses of existing technology; trains staff about new and potential use; provides individual training and support on request; provides recommendations about accessing information and support; maintains current and accurate inventory of technology hardware, software and resources.

• Monitors and maintains technology to ensure maximum access; primary activities include: troubleshoots all technology issues; maintains log and/or list of required repairs and maintenance; makes recommendations about purchase of technology resources; researches current and potential resources and services; connects and sets up hardware; loads all required software; provides network accounts and passwords as required; monitors security of all technology; advises staff of security breach and/or change in password or security status; identifies and prepares hardware for disposal when appropriate; ensures hardware is stripped and secured for disposal.

Working Conditions:
Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications:

No specific certification is required for this position.

Work Experience:

Operations Analysis And Design, Systems Programming, Or A Closely Related Field (3 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Preferred Qualifications:

• Knowledge of IT Service Management and Industry certifications.

Preferred Qualifications

Education:

No additional education beyond what is stated in the Required Qualifications section.

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

Skills:

Client Counseling, Client Needs Assessments, Customer Service, Evaluating New Technologies, Identifying Trends, IT Solution Design, Leadership Consulting, Operational Design, Operational Performance, Operations Analysis, Organizing, Project Administration, Software Automation, Software Installations, Software Migrations, Software Operations, Solutions Development, Strategic Planning, Systems Analysis, Systems Programming, Technical Knowledge, Technical Support, Working Independently

Grade

G13

Salary Range

$65,900.00 - $112,700.00 / Annually

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.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

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

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

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.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• 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.