Scheduled Hours

40

Position Summary

In WashU IT EUX, our goal is to promote an engaging work environment that motivates our team to reach their full potential. We encourage a culture of excellence with a strong focus on the experience of our customers as well as our employees. We embrace creating each interaction where our customers feel valued, confident and uniquely understood. We are dedicated to celebrating diversity, respect, innovative thinking, and collaboration to exceed expectations of our university partners and the communities we serve.

Under moderate supervision, this position is responsible for the administration and support of technology for the Chancellor’s suite. Resolves complex issues regarding operations, including installations, setups, error messages, system status, downtime procedures, technical upgrades and changes. Ensures end user satisfaction by providing preventative maintenance, troubleshooting and quickly resolving problems.

Job Description

Primary Duties & Responsibilities

Customer Relationship Management.

• Provide dedicated on-site enhanced support at Brookings, for the Chancellor’s suite focused on relationships, communication and technology.
• Coordinate the services provided by the departmental Technology Group which consists of the technical lead staff who support departments.
• Audit technical skills required for each of these tech lead roles and facilitate cross training among group members to ensure back-up support is available for each role.
• Manage all issues for the customer that are technology related by providing monthly feedback reports to the department, facilitating quarterly customer update meetings as well as all communications regarding technical support provided by WU-IT.
• Participate in project planning by collaborating with customer departments and WU-IT units to determine project objectives, timeframes and budgets.

Systems Analysis and Technology Solutions.

• Respond to customer departments by determining causes for service interruptions and inefficient processes.
• Evaluate system and technical process issues, analyze problems and implement corrections.
• Interview customer department personnel to document business processes; analyze the departments’ needs and document system requirements; gather the information needed to fully understand technology related issues.
• Consider all aspects of computing environment.
• Validate assumptions.
• Develop test plans and document solutions.
• Initiate corrective action and coordinate tasks of others as required.
• Investigate options for new or improved technology by literature searches and other research to address customer business needs.
• Work with Washington University Information Technology unit subject matter experts to translate requirements into technical specifications and determine technology solution options; identify and investigate vendors under consideration.
• Develop and communicate technology recommendations to the customer department.
• Follow-up with departments after a solution has been implemented to obtain feedback.

Technical Operations

• Act as escalation point to helpdesk staff.
• Manage and assist with installs, configures and administers departmental computer hardware and software for departmental business-related clients.
• Provide basic and escalated technical support to departmental service desks.
• Assist departmental Technical Manager with deployment, installs and other technical related duties.

Perform other duties as assigned.

Working Conditions

Normal office environment, typically working at desk or table, repetitive wrist, hand or finger movement. Uses office equipment and ability to move to on and off-campus locations as needed. This work is normally performed in the WU IT offices. There will be some activities that require trips to other University offices and offsite locations.

Preferred Qualifications

• Experience in a higher education technology environment.
• Experience delivering training on use of technology.
• Ability to program scripts for operating system upgrades.
• Excellent oral and written communication skills. Ability to translate technical language to non-technical population.
• Demonstrated aptitude to quickly and effectively adapt to technologies outside of current experience.
• Significant experience with use and management of business applications in client/server or web-based environments.
• Customer relationship management experience in an IT environment.

Required Qualifications

• Undergraduate degree or professional certification plus four years of experience as a support specialist, systems administrator or computer technician, with experience with operating system software, network protocols, and/or desktop and server technologies.
• Knowledge of Microsoft OS, PC hardware, MAC OS, Apple hardware, MS Office tools and other desktop software.
• Possess strong technical background and aptitude to allow understanding, coordination, execution and documentation of technology solutions.
• Ability to adjust to changes in priorities and demands on time, have the ability to work with minimal supervision with a high degree of accuracy.
• Have the ability to learn quickly and adapt to new circumstances with good organizational skills.
• Excellent language and people skills.
• Flexible and willing to work extended hours as necessary and recognize the need to do so, ability to adjust scheduled time.

Grade

G12-H

Salary Range

$29.96 - $47.92 / 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.

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.

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.