Technology Support Technician

Job Type/Schedule

This position is full-time and works approximately 40 hours per week.

Department Name/Job Location

This position is in the Institute for Informatics.  The position is located at 4444 Forest Park Ave.  This position is for the Medical School Campus.

Essential Functions

POSITION SUMMARY:

This position provides technical consultation, support, and/or training to clients of computer or other information technology-based systems. Employee provides basic-to-intermediate-level support of hardware, applications, operating systems, and/or networking. This level requires a working knowledge and understanding of a wide variety of technologies to effectively support clients’ technical needs, and requires the ability to obtain information from, and accurately document client problems. Employees interact with a broad range of clients requiring strong customer service and communication skills. The position requires the ability to use a variety of technical resources for providing technical support. Employees at this level may provide routine support for a broad range of information-related technologies, or may provide in-depth support for a narrowly defined area of technology. Employees refer complex technical problems or questions to a higher-level technical support staff within the IT organization.  Employee will be the first point of contact for customer support from the Informatics Core Services team within the Institute for Informatics.

This role will report through both the service core and the newly formed Project Management Office in the growing Institute for Informatics. As the healthcare and life sciences fields shift towards transdisciplinary and data-intensive research, I² provides an academic and professional home for informatics science and practice.  I² engages in innovative research, workforce development and informatics service delivery. The employee filling this role is expected to promote I2 culture represented by an ethos of critical thinking, personal accountability and applied curiosity.

PRIMARY DUTIES AND RESPONSIBILITIES:

1. Provides technical assistance to department end users.

   • Responds to incoming phone calls, emails, or visits from customers.

   • Evaluates and prioritizes, then resolves problems and requests or escalate to appropriate expertise in the department.

2. Logs incoming calls, documents resolutions, and closes incidents and requests.

3. Creates documentation of informational/training materials for users or for internal departmental use.

4. Actively participates in team meetings and discussions.

5. Performs other related project work and duties as assigned.

Required Qualifications

• High school or GED required.

• A minimum of 1 year of work experience in either an IT-related role or a customer service setting required.

• Additional relevant education may substitute for the required experience.

Preferred Qualifications

• Previous experience with informatics software tools, including REDCap, I2B2.

• Experience creating customer support documentation and procedures.

Salary Range

The hiring range for this position is $17.48 - $22.29 per hour.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, 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

This position is eligible for full-time benefits.  Please click the following link to view a summary of benefits:  https://wustl.box.com/s/8wkhs25yssf0775x9d6nd6vqa7obpth7.