Technical Support Analyst III - Enterprise Physical Operations

Job description

Location ST. LOUIS, MO 63130 Scheduled Hours 40 Position Summary Enterprise Physical Operations (EPO) supports the University's mission by maintaining safe, efficient, and innovative environments that enable teaching, learning, research, and campus life. This role contributes directly to operational excellence providing consultation, analytical support, and/or training to clients of computer or other technology-based systems effectively to support EPO services and customer experiences. Job Description Primary Duties & Responsibilities: End User Technology Support • Provide first and second-level technical support for Facilities employees. • Diagnose and resolve hardware, software, printing, network, and mobile device issues. • Install, configure, and maintain desktop computers, laptops, tablets, scanners, and peripheral equipment. • Coordinate equipment deployments, upgrades, replacements, and technology refresh programs. • Maintain technology inventories and asset management records. • Provide support for conference room technology and audiovisual systems. Facilities Systems Support • Support Facilities Management software platforms including work order management, asset management, GIS, access control, and related applications. • Assist users with system access, navigation, reporting, and troubleshooting. • Coordinate testing and validation of software updates and new system features. • Document support procedures, workflows, and business process improvements. • Work with university IT partners and vendors to resolve application-related issues. Technology Administration & Asset Management • Maintain hardware and software inventories. • Coordinate software licensing and technology procurement activities. Assist with equipment lifecycle planning and replacement strategies. • Track technology expenditures and vendor support agreements. • Maintain technology standards and documentation. Project Support & Process Improvement • Participate in technology implementation projects and system upgrades. • Assist with data collection, testing, training, and deployment activities. • Identify opportunities to automate or streamline operational processes. • Support technology-related initiatives that improve customer service and operational efficiency. • Prepare reports, dashboards, and metrics related to system utilization and service performance. Training & Customer Service • Develop and deliver user training for Facilities technology systems. • Create job aids, knowledge articles, and user documentation. • Assist with onboarding new employees by providing technology orientation and support. • Promote technology best practices and security awareness. Other Duties • Provide occasional on-call or after-hours technology support as operational needs require. Support emergency operations and continuity activities during critical incidents. • Perform other duties as assigned in support of Facilities Management operations. Working Conditions:Job Location/Working ConditionsNormal office environmentPhysical EffortTypically sitting at a desk or tableRepetitive wrist, hand or finger movementAbility to move to on and off-campus locations as neededEquipmentOffice equipmentThe 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: High school diploma or equivalent high school certification or combination of education and/or experience. Certifications/Professional Licenses: No specific certification/professional license is required for this position. Work Experience: Information Technology (3 Years) Skills: Not Applicable Driver's License: A driver's license is not required for this position. More About This Job WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles. Preferred Qualifications Education: Associate degree Certifications/Professional Licenses: Part 107 Certification - Federal Aviation Administration Work Experience: Facilities Operations At A Research University Or Similar Institution () Skills: ARCHIBUS, Asset Management, Communication, Computer Science, Customer Service, Deadline Management, End User Support, ESRI Software, Geographic Information Systems (GIS), GPS Technologies, Information Technology (IT), Microsoft Applications, Microsoft Tools, ServiceNow Platform, Software Testing, Working Independently Grade G10-H Salary Range $25.47 - $39.49 / 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. 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 educ