Technical Support Analyst III - Physician Billing Services
Washington University in St. Louis
Location: St. Louis, Missouri
Internal Number: JR69596
This position provides consultation, analytical support, and/or training to clients of computer or other technology-based systems. Employee may provide advanced technical support of hardware, software, operating systems, and networking. This level requires a broad understanding of a wide variety of technologies to effectively support clientsâ™ technical needs and provide technical guidance to lower-tiered technical support employees. Employee may serve as a technical expert or specialist in a particular area such as in the applications, systems, or hardware areas. Employee interacts with a broad range of clients requiring strong communication and customer service skills as well as the ability to use a wide variety of technical resources for providing a high level of technical support to clients. Employee at this level generally provides advanced support for a broad range of information-related technologies, or may provide in-depth support for a more narrowly defined area of technology.
Standard computer department working environment with standing, walking, and lifting less than 50 pounds required; a moderate amount of work performed at customer site.
Primary Duties & Responsibilities
Provides appropriate level of support for specific application or set of applications, hardware, software and networking or may provide advanced support for a wider range of technologies to department end users.
Responds to assigned tickets.
Evaluates, prioritizes and resolves problems and requests or escalates to appropriate support areas.
May act as phone support backup to more junior-level help desk.
Instructs end users on use of technologies within the designated spectrum of support.
Recommends upgrades and enhancements, researches, tests and evaluates new technologies related to support spectrum.
Collaborates with higher-level technical areas on planning and issue resolutions.
Develops training materials and documentation for end users and internal department use.
Provides formal training to end user for applications related to support spectrum.
Provides training and mentoring to more junior-level support staff in the help desk.
May act as team lead and assist in managing the workload of others.
Actively participates in team meetings and discussions.
Performs other related project work and duties as assigned.
Customer Service: Must possess an aptitude for patience, professionalism, tactfulness and empathy; must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action; must be able to quickly diffuse stressful or anxious situations.
Project Management: Ability to lead projects with some latitude on actions or decisions; ability to manage timelines, resources and personnel (internal staff and contractors) and lead implementation efforts to completion.
Planning and Organization: Ability to create and lead ad hoc work groups to analyze problems, develop solutions and effectively communicate solutions pertaining to specified work area; ability to manage oneâ™s own time, prioritize and effectively meet deadlines.
Technical Knowledge: Advanced knowledge of a spectrum of work specialties and the ability to integrate this knowledge to develop and communicate innovative and effective solutions expertise in technology principles, terminology, computer operating systems and applications associated with the department and technical area of responsibility; may serve as technical lead and/or resource for junior-level analysts and technicians.
Technical Solution Development: Integrates knowledge and skills to address work assignments and problems of high complexity; ability to develop and/or implement highly complex information technology solutions to enhance enterprise success.
Technical Support: Ability to organize, document and resolve complex technical issues; ability to identify trends and make suggestions for technical modifications to solve existing and future problems; ability to communicate solutions to technicians, analysts, clients and other affected personnel to aid their future problem-solving ability.
Consultancy Skills: Ability to analyze and assess customer needs and problems to develop effective and appropriate solutions; ability to consult with clients, peers and/or managers to develop requirements, solve problems and/or proactively establish technical directions.
High school diploma or equivalent high school certification required; minimum of three years of experience in some aspect of the field of Information Technology required; certification or a degree in some aspect of Information Technology may substitute for required experience on a year-for-year basis.
$24.24 - $37.58 / HourlyThe 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.
If you are unable to use our online application system and would like an accommodation, please emailÂ [email protected]Â or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.
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.
Washington University in St. Louis is committed to providing a comprehensive and competitive benefits package to our employees. Benefits eligibility is subject to employment status, full-time equivalent (FTE) workload, and weekly standard hours. Please visit our website at https://hr.wustl.edu/benefits/ to view a summary of benefits.
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 Universityâ™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.
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment â“ fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.
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Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.