IT Support Analyst

Role Summary

As an IT Support Analyst at Howard University Hospital, you are the primary technical resource for end users across all hospital locations — onsite and remote — resolving issues with hardware, software, and peripherals that keep our teams running. You will respond to, document, and resolve service tickets within SLA, with a priority focus on supporting Cabinet members, bringing a customer-first approach to every interaction.

• Provide primary technical support to end users across all hospital locations, including remote faculty, staff, and Cabinet members, maintaining a customer-first attitude and tracking every issue through to resolution.
• Deliver virtual desktop troubleshooting for remote faculty, staff, and Cabinet members.
• Perform hardware repairs and builds for desktops, laptops, tablets, cell phones, and printers, and manage equipment, consumables, and supplies to prevent unnecessary downtime.
• Support macOS and Windows environments, including iMac support and Microsoft Office installation, setup, and troubleshooting.
• Build and deploy Mac and Windows OS images using tools such as JAMF and SCCM.
• Maintain documentation on applications, hardware, software, and general procedures, and collaborate with team members to identify and recommend process improvements.
• Partner with vendor support contacts to resolve technical problems with desktop computing equipment and software through closure of the ticket.
• Troubleshoot a range of technical issues — including desktop and laptop hardware and software and network connectivity — in collaboration with the network infrastructure team.
• Respond to, document, and resolve service tickets in a timely manner in accordance with SLA.
• Perform other related duties as assigned.

• Bachelor's degree in Information Technology or a related field and 1–3 years of related IT end-user support experience; OR 8 years of related work experience in lieu of a degree.
• Working knowledge of Windows 10/Windows operating systems, macOS, and Microsoft Office installation and support.
• Experience with basic computer hardware, Active Directory, Service Now, and building OS images.
• Familiarity with Android and iOS platforms.
• Basic understanding of networking, including subnetting, DNS, and DHCP, with the ability to perform network troubleshooting.
• Demonstrated customer-service skills, with a patient, attentive demeanor and the ability to strengthen internal relationships through collaboration.
• Strong organizational, analytical, and problem-solving skills, with attention to detail and the ability to research and resolve a wide range of computing issues.
• Ability to organize and coordinate work within deadlines and handle emerging requirements with accuracy.

Founded in 1862 as Freedmen's Hospital, Howard University Hospital has served the Washington, DC community for over 150 years and holds a distinguished place in American healthcare history. As the nation's only teaching hospital located on the campus of a Historically Black University, HUH is a DC Level 1 Trauma Center dedicated to providing high-quality, patient-centered, and culturally responsive care to all.

Our mission extends beyond treatment — we are committed to training the next generation of healthcare professionals and advancing health equity in our community and beyond.

When you join HUH, you become part of a mission-driven institution with deep roots in equity, service, and excellence — where making a difference in someone's life is not just a goal, it’s what we do every day.

• Work-life balance
• Recognition and rewards for professional expertise
• Competitive, comprehensive benefit plans including health, disability, vacation, sick leave, and 403(b) retirement plan
• Tuition remission at Howard University for you and/or eligible dependent children — up to two (2) courses per semester
• A mission-driven environment rooted in over 150 years of excellence, service, and advocacy for the communities we serve

Department:
Information Technology

Reports To:

Manager, Desktop Support
FLSA Status:
Exempt

Schedule:

Monday–Friday, 8:30 AM – 5:00 PM
Weekend…