Tech Support Associate, Columbian College of Arts and Sciences
Washington, DC

Job Description

I. JOB OVERVIEW

Job Description Summary:

The Columbian College of Arts & Sciences Office of Technology Services (OTS) is the premier provider of IT services for faculty and staff within the largest college at the University. Comprised of over 50 departments and programs across five campuses, OTS works to achieve the academic, administrative, and research initiatives set forth by the college's senior staff. CCAS OTS is seeking a Technical Support Associate. This position reports to the Manager, IT Service Delivery.

This experienced technical support position provides direct technology support to end users including staff, faculty and students. 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. This role typically handles Tier I and Tier II requests by users that cannot be effectively resolved remotely.

Responsibilities of the position include:

* Acts as the escalation point for junior support staff for resolving incidents on highly complex technical solutions designed and deployed by the Office of Technology Services.
* Responsible for enforcing ITIL best practices while collaborating with the Senior Technical Support Associate to continually meet or exceed service level agreements and owning the ServiceNow ticket queue while managing the daily workflow of the office to ensure business functions are continually approved in the process
* Assists the audiovisual team by supporting equipment used in the classroom, including Extron touch panels, switchers, amplifiers, and software tools
* Performs routine updates on software applications deployed via the college's endpoint management tools, including JAMF Pro, Microsoft SCCM, and IBM BigFix.
* 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.

Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:

* Excellent customer service skills, including written and verbal communication skills.
* ITILv3 Foundation Certified
* Experience with ServiceNow ITSM Solution
* Experience with Linux Operating Systems and/or familiarity with the CLI
* Network troubleshooting experience, e.g. TCP/IP, Load Balancers, Firewalls
* Basic knowledge of DNS and SSL
* Ability to work with, communicate effectively with, and influence all levels of the organization
* Knowledge of troubleshooting tools such as: Telnet, Ping, TraceRT, NSLookup

Typical Hiring Range $22.13 - $33.14 How is pay for new employees determined at GW?