Job Listings

Application Support Engineer

Company:
Western Governors University
Job Location:
Category:
IT Support and Training
Type:
Full-Time

Job Type: Full time

Job Number: JR-018362

Location: United States - Remote

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Essential Functions and Responsibilities:

  • Receives calls, emails, and web-tickets for end-users and other WGU Staff/contact centers, and propose major/minor incidents or Service Request tickets, logging all pertinent information while resolving problems timely and effectively
  • Builds relationships and rapport with key business leaders, including executive management
  • Acts as a Subject Matter Expert for integrating with technical teams 
  • Offers consulting and mentoring for both Tier-1 and Tier-2 teams 
  • Assists after hours in an on-call capacity to resolve urgent issues, and work with external teams as necessary
  • Analyzes trends and propose proactive solutions to mitigate problems
  • Maintains ownership of incidents, ensuring timely entry, updating, and closure of all tickets and issues.
  • Takes initiative and is self-managed
  • Performs other related duties as assigned.

Knowledge, Skill and Abilities:

  • Strong analytical skills balanced with effective communication and excellent customer service skills
  • Exceptional verbal and written communication skills
  • Ability to work independently, analyze problems, and make decisions with minimal management intervention
  • Proactively involve key technology infrastructure teams when necessary
  • Ability to anticipate potential obstacles and develop contingency plans to overcome them
  • Awareness of new and existing technologies, architecture, and best practices
  • Ability to manage multiple issues simultaneously in high-pressure environment where change is commonplace
  •  Must be able to handle multiple interruptions and multi-task effectively
  • Ability to diligently follow standards and best practices for many different technology areas
  • A track record of accuracy and efficient work to be granted junior level access of integral systems and processes of the University

Competencies: 

Organizational or Student Impact:

  • Works on a variety of technical projects of moderate scope with some instruction.
  • Uses discretion to prioritize work and evaluate problem-solving approaches.
  • Limit errors to prevent impact to client operations, costs, or schedules.

Problem Solving & Decision Making:

  • This position requires general supervision on all work.
  • May help lead/coordinate small-medium scope projects.
  • Guidance is required around project scopes and methodology.
  • Work generally reviewed for accuracy.

Communication & Influence:

  • Communicates with contacts both within the department and function on matters that may require some explanation or interpretation.
  • May work to influence parties within the department at an operational level regarding policies and best practices.

Leadership & Talent Management:

  • May provide guidance and assistance to more junior technical professionals.

Job Qualifications:

Minimum Qualifications:

  • High School Diploma or equivalent
  • 6 months related experience

Preferred Qualifications:

  • Associates degree in Computer Information Systems, Computer Science, or relevant equivalent work experience
  • Experience as an IC2 Incident Manager on Service Desk or similar Ticketing Management Process.
  • Administrative experience in ServiceNow and familiarity with reporting
  • Experience understanding, maintaining, and troubleshooting distributed/scalable systems and high-volume transaction applications
  • Familiarity with: Salesforce, Active Directory, OnBase, IIQ, Enagageware (TimeTrade), Banner Office365, Google Apps Admin, PAMS, OnBase, Oracle, and SQL
  • Basic knowledge of: PAMS, Single Sign-On Management System, Scheduling Management Applications and Remote Desktop Access Applications
  • Familiarity with On-Call Services (e.g. - OpsGenie, etc.)
  • Understanding and troubleshooting, bug fixing, root cause review
  • ITIL (Information Technology Infrastructure Library) Foundations
  • Argos Experience
  • CompTIA A+
  • CompTIA Net+
  • Linux+ Certification
  • AWS (Amazon Web Services) Certified Practitioner Certificate

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

 Pay Range: $65,500.00 - $98,300.00 WGU will accept applications for this position until 12:00 AM ET, 07/21/2024

How to apply: apply online

Full-time Regular Positions (FT classification, standard working hours = 40)

This is a full-time, regular position that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

The University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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