Job description
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.
Monitors the performance and availability of our systems using diversified tools.
Responds to, identifies, and determines alerts and confirms issues as they happen within the SLA. Diagnoses and troubleshoots availability issues.
Tracks and documents issues and compiles incident reports.
Coordinates issue escalation as appropriate, ensuring proper hand-off and timely resolution.
Collects and reviews performance reports for various systems and reports trends in hardware and application performance to help senior technical personnel predict future issues or outages.
Works with internal technical and service teams to create or update knowledge base articles.
Performs other job-related duties as assigned. KSAs
Strong analytical and problem-solving skills balanced with effective communication and excellent customer service skills. Exceptional verbal and written communication skills.
Ability to work independently, analyze issues, 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 a high-pressure environment where change is commonplace. Ability to handle multiple interruptions and multi-task effectively.
Ability to diligently follow standards and best practices for many different technology areas. Strong understanding of AWS systems and the essential services that AWS provides.
Advanced knowledge of network and infrastructure topology. Ability to work flexible hours. Ability to code using JavaScript.
Strong understanding of AD and PowerShell.
Minimum Qualifications
- Bachelor's Degree in Computer Information Systems, Computer Science, or related field.
- 2 years of experience as an App Support Technician in Problem Management or similar experience. Basic Python coding experience
- Proficient in Salesforce, Single Sign-On Management System, Active Directory, Office365, Google Apps Admin, PAMS, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL.
- Admin experience in ServiceNow
- Experience in using monitoring software (Zabbix, New Relic, Datadog); IIQ experience
- Banner 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 at the discretion of the hiring manager.
Preferred Qualifications
Linux+ Certification
AWS Certified Practitioner Certification
ComptiaA+, ComptiaNet+ Certification
ITIL Foundations
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.