Associate Application Support Engineer

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.

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

Job Description

Job Duties

• Receives calls, emails, and web-tickets from end-users and other University staff/contact centers, and proposes 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 works with external teams as necessary.
• Analyzes trends and proposes 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 job-related duties as assigned.

KSAs

• 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 involves 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.
• Ability to handle multiple interruptions and multi-task
• Ability to diligently follow standards and best practices for many different technology areas.
• Track record of accuracy and efficient work to be granted junior level access to integral systems and processes of the University.

Minimum Qualifications

• Associate's Degree
• 1 year of related experience
• Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications

• Bachelor's Degree in Computer Information Systems, Computer Science, or a related field
• 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, Engageware (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
• Argos Experience
• ITIL Foundations, CompTIA A+, CompTIA Net+ Certifications

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

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Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) 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.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.