Senior Tech Support Associate, Tech Support Center

Job Description Summary

GW Information Technology (GW IT) provides empowering tools and caring support for all members of The George Washington University (GW) community. We are focused on driving digital transformation and innovation to enable the academic and operational excellence of our students, faculty, staff, and researchers. At GW IT, we are committed to cultivating a team culture that values diversity, inclusion, respect and collaboration, and invests in each of our team members to grow in their technology and career skills.

This experienced technical support position provides enhanced and complex 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 service environment with frequent interaction with VIP customers, with hours that may include evening and/or weekend operation. This role typically handles Tier II or Tier III requests by users in either a call center or onsite environment.

This position may have the following duties:

• Provides incident management and routine systems support services at a Technology Support Center or Call Center.
• Supports clients via in person, telephone, email, or 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 ITSM system as a work management and tracking tool.
• Delivers exceptional and with sense of urgency customer service to clients.
• Dispatches to support urgent customer, 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.
• Provide expert tier 2 and tier 3 support in a professional environment, spearheading initiatives, and coordinating projects with minimal supervision.
• 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 may supervise junior student employees with guidance from management. This position requires travel between Foggy Bottom, Mount Vernon and Virginia campuses.

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 plus 2 years of relevant professional experience, or, a Master’s degree or higher in a relevant area of study. 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 customer service and communications skills with high level of attention to detail and a sense of urgency aptitude.
• Experience providing advanced hands-on Windows and Mac support, endpoint security as well as enterprise level video teleconferencing equipment.
• Proficiency in scripting, writing macros or automation tools.
• Basic project management and planning skills.
• Experience using device management tools such as Microsoft System Center Configuration Manager, JAMF and Airwatch MDM.
• Experience with using ITIL methodology and ITIL-based ITSM ticketing systems such as BMC Remedy or ServiceNow.
• Industry certifications such as A+, ITIL or HDI.
• Leadership skills in training students and junior level technicians.

Typical Hiring Range
Commensurate with Experience.

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 2

Hours Per Week: 40+

Work Schedule: Monday-Friday, 8am-5pm

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: S012719

Job Open Date: 12/15/2023

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.