Tech Support Associate, Tech Support Center | #education | #technology | #techjobs

Job Description Summary

GW Information Technology is the chief provider of technology services and applications at GW. The area partners with all key stakeholders across GW to equip students, faculty, and staff with the technology and tools necessary to achieve academic excellence. This position works within GW Information Technology and ensures collaboration with both University stakeholders and external vendors. This experienced technical support position provides direct technology support to end users including faculty students, and staff. This position often focuses on the diagnosis, maintenance, and repair of both hardware and software issues in a call center or walk in service environment, with hours that include evening and/or weekend operation. This role typically handles Tier I and Tier II requests by users that cannot be effectively resolved remotely.

This position may have the following duties: Provides first level incident management and routine systems support services at a Technology Support Center or Call Center; Supports clients via telephone, email, in person, and via remote systems management in their utilization of various systems and enterprise applications; Gathers technical data from clients in order to diagnose issues and provide data for root cause analysis; Uses designated incident management systems as a work management and tracking tool; Delivers exceptional customer service to clients; Dispatches to support urgent classroom or collaboration space incidents when necessary; Performs staff computer installs and support to include cable management, imaging, software installation, troubleshooting, and maintenance of computers, printers, peripherals, etc.; Coordinates service requests including AV support and faculty technology training; Creates and disseminates operational documentation, staff training materials, and user documentation; Trains peers and customers on new processes and technologies; May provide oversight for equipment loans at a Technology Support Center; Assists with the generation and reporting of operational metrics; Assists supervisor in ad hoc reporting on quality measurements and performance tracking responsibilities. This position works in central information technology and is eligible for shift differential. Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position. 

Minimum Qualifications

Qualified candidates will hold a Bachelor’s degree in an appropriate area of specialization. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Preferred Qualifications

Excellent written and verbal communications skills. Excellent organizational, interpersonal and customer service skills. Ability to work within a team environment and demonstrate reliability, sense of urgency, attention to detail, and problem-solving skills. Experience at a service-oriented position within helpdesk providing systems support for Software, Hardware, mobile and cloud-based software, networking and voice technologies, and online collaboration technologies: Windows, Mac, iOS, Androids, Printing, MS Office, G Suite, Box, Zoom, WebEx, etc. Experience with imaging/provisioning tools such as SCCM, Jamf Experience with using ITIL methodology and ITSM ticketing systems such as BMC Remedy or ServiceNow. ITIL and CompTIA A+ certifications are a plus. Experience with providing classroom technology and audiovisual systems support and on-site customer training for classroom technology, conference rooms and computer labs Leadership skills in training students.

Typical Hiring Range
$22.47 – $33.65 How is pay for new employees determined at GW?

Campus Location: Foggy Bottom, Washington, D.C.

College/School/Department: GW IT

Family: Information Technology

Sub-Family: Tech Support/Service Delivery

Stream: Individual Contributor

Level: Level 1

Hours Per Week: 40+

Work Schedule: Monday-Friday

Will this job require the employee to work on site?
Yes

Employee Onsite Status
Hybrid

Telework: Yes

Required Background Check
Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search

Special Instructions to Applicants

Employer will not sponsor for employment Visa status

Internal Applicants Only? No

Posting Number: S009957

Job Open Date: 06/29/2021

Job Close Date: 07/02/2021

Background Screening
Successful Completion of a Background Screening will be required as a condition of hire.

EEO Statement

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.