Tech Support Coordinator, Tech Support Center - Washington, United States - George Washington University

Description

I. JOB OVERVIEW

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 technical support position provides outstanding customer service to university users including students, faculty, and staff by offering direct or indirect technology and general troubleshooting support in a technology support center or a call center, with hours that may include evening and/or weekend operation. The role typically handles Tier I and Tier II requests by users, and triages complex issues to more specialized personnel. This role actively monitors and responds to computing environments by performing routine cable management, equipment cleaning, and other environmental improvement activities. The role assists senior team members with computer deployment, imaging, software installation, troubleshooting, and maintenance of computers, printers, peripherals, etc.

The position delivers exceptional customer service to clients and uses the designated incident management system as a work management and tracking tool to ensure tickets are updated and resolved in timely manner with prompt support and contribution to issue resolution. The role investigates support-related issues through research, testing, data gathering, and root cause analysis, and escalates technical issues to appropriate parties with comprehensive and relevant information. The position can be asked to create, disseminate, and maintain operational user documentation, and train customers on new technologies. The role may maintain equipment inventory and coordinate with asset management team for reports and audits. Finally, the position may assist in task delegation and development of student employees.

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.

This position is based at GW's Foggy Bottom campus in Washington, DC and may require occasional travel to the Mount Vernon or Virginia campuses.

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:

• Strong verbal and written communications, 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.
• 1 year of experience within a helpdesk or similar service-oriented position providing information technology systems support for software and hardware (Windows & Mac), MS Office, mobile and cloud-based software such as Box and Sharepoint, networking and voice technologies.
• Experience with online collaboration technologies, audio/video, or support in higher education. Experience with using ITIL methodology and ITSM ticketing systems such as BMC Remedy. ITIL, CompTIA A+ or similar helpdesk technician certifications are a plus.

Typical Hiring Range

$ $29.04 How is pay for new employees determined at GW?

II. JOB DETAILS

Campus Location:

Foggy Bottom, Washington, D.C.

College/School/Department:

GW IT

Family

Information Technology

Sub-Family

Tech Support/Service Delivery

Stream

Service and Support

Level

Level 3

Full-Time/Part-Time:

Full-Time

Hours Per Week:

40+

Work Schedule:

Monday-Friday, 9am-6pm

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:

S012980

Job Open Date:

04/25/2024

Job Close Date:

If temporary, grant funded or limited term appointment, position funded until:

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.