Help Desk Technician

BASIC FUNCTION:  

We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution. 

SUPERVISORY ACCOUNTABILITY:  

N/A 

NATURE AND SCOPE:  

Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public. 

PRINCIPAL ACCOUNTABILITIES:  

• Provide Tier 1 technical support via phone, email, chat, or in person support to resolve issues and provide courteous and knowledgeable assistance with questions.  

• Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed.  

• Performs installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.  

• Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.  

• Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures. 

• Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling. 

• Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow.  

• Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).  

• May frequently position self to maintain computers/pull cords under desks and in server closets. 

• Train users in technical aspects of systems and business processes. 

• Perform other job-related duties as assigned. 

CORE COMPETENCIES:  

• Ability to work onsite in Washington, DC. 

• Ability to provide executive level support to AVPs, VPs, EVPs.  

• Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.  

• Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.  

• Ability to communicate effectively orally and in writing with a diverse population. Must be detailed oriented and organized. 

• Ability to exercise discretion and ensure a high-level of confidentiality. 

• Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support. 

• Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices. 

• CompTIA A+ Certification or equivalent is required. 

• Experience using ServiceNow ITSM or similar system is required.  

• ITIL V4 or V5 Foundations Certification is a plus. 

• Additional CompTIA Certs (Network+, Security+, etc.) is a plus 

MINIMUM REQUIREMENTS: 

Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.