Tech Support Specialist I, ITSC
Washington, DC

Job Description

I. JOB OVERVIEW

Job Description Summary:

George Washington University (GW) Information Technology (it.gwu.edu) is the chief provider of technology infrastructure, services and applications at GW. GW IT partners with stakeholders across GW to equip students, staff, and faculty with the technology know-how and tools necessary to achieve academic excellence. Reporting to the Assistant Director of IT Service, the Tech Support Specialist I for the Information Technology Support Center (ITSC) works within the Division's Service and Contract Management department.

This technical support position provides outstanding customer service to university users including staff, faculty and students by offering direct or indirect technology and general troubleshooting support. This position often focuses on general issues in a call center or walk in service environment, with hours that include evening and/or weekend operation, and typically handles Tier I and Tier II requests by users. Complex issues are triaged to more specialized personnel. This position works in central information technology and is eligible for shift differential.

The Tech Support Specialist I for the ITSC is responsible for the following duties:

* Provides first level request, incident management and routine systems support services at the centralized Support Center.
* Supports clients via telephone, e-mail, chat, and remote desktop management with their utilization of various GW Technology Services, University ERPs, Microsoft Office, PCs and commercial off the shelf software and applications.
* Gathers appropriate and relevant information from clients in order to diagnose issues and resolve or provide data for further investigation and root cause analysis. Uses ITIL-based Ticketing Management System as a work management and tracking tool.
* Creates and updates internal and public knowledge Technology articles to further enhance GW constituents' self-service experience.
* Identifies trends in client interactions to quickly recognize problems and communicate to the appropriate Tier 2 teams and to management. Identity opportunities for future improvements.
* Adherence to established support center procedures and shift schedule.
* Become very familiar with the technologies and services offered to our customers and the tools utilized to support them.

The position is based at GW's Virginia Science & Technology campus in Ashburn, VA but may require travel to/between that location and the University's Foggy Bottom Campus in Washington, DC. The incumbent may perform 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 high school diploma/GED plus 3 years of relevant professional experience, or, a Bachelor'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.

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

* Bachelor's Degree in Computer Science or Management Information Systems
* One year of experience in a customer service-oriented position within a call-center or helpdesk center environment.
* Strong oral and written communications, organizational, interpersonal skills and customer service skills.
* One year of systems support and maintenance experience, to include PC (Windows & Mac), MS Office, networking and/or data/voice network systems or servers and storage devices is helpful.
* Experience with using ITIL methodology and ITIL-based ITSM ticketing systems.
* Ability to work within a team environment.
* Demonstrate reliability, attention to detail, and problem-solving skills.
* Experience with Cisco Unified Communications phones and WebEx collaboration technologies.

Typical Hiring Range $18.82 - $26.31 How is pay for new employees determined at GW?