Senior Technical Support Specialist - WUIT

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 professio