Senior Tech Support Associate, Tech Support Center

Job Description

Summary:

Located in the heart of our nation’s capital, The George Washington University brings together diverse communities to spark creativity, advance discovery, and drive global impact. In support of this mission, GW IT builds the modern foundation for excellence by serving as a strategic partner driving enterprise digital transformation, expanding research capabilities, and safely pioneering disruptive technologies. We are looking for talented, curious, and forward-thinking professionals to join our high-performing team as we prepare the next generation of resilient leaders and build the foundation for GW’s future.

Posting Details

I. Job Overview

Job Description

Summary:

Located in the heart of our nation’s capital, The George Washington University brings together diverse communities to spark creativity, advance discovery, and drive global impact. In support of this mission, GW IT builds the modern foundation for excellence by serving as a strategic partner driving enterprise digital transformation, expanding research capabilities, and safely pioneering disruptive technologies. We are looking for talented, curious, and forward-thinking professionals to join our high-performing team as we prepare the next generation of resilient leaders and build the foundation for GW’s future.

GW Information Technology is the chief provider of technology services and applications  area partners with all key stakeholders across GW to equip students, faculty, and staff with the technology and tools necessary to achieve academic excellence. This position works within GW Information Technology and ensures collaboration with both University stakeholders and external vendors. This experienced technical support position provides enhanced and complex technology support to end users including faculty, students, and staff.

This position often focuses on the diagnosis, maintenance, and repair of both hardware and software issues in a service environment with frequent interaction with VIP customers, with hours that may include evening and/or weekend operation. This role typically handles Tier II or Tier III requests by users in either a call center or onsite environment. This position may have the following duties:
Provides incident management and routine systems support services at a Technology Support Center or Call Center;
Supports clients via in person, telephone, email, or via remote systems management in their utilization of various systems and enterprise applications;
Gathers technical data from clients in order to diagnose issues and provide data for root cause analysis;
Uses designated ITSM system as a work management and tracking tool;
Delivers exceptional and with sense of urgency customer service to clients;
Dispatches to support urgent customer, classroom or collaboration space incidents when necessary;
Performs staff computer installs and support to include cable management, imaging, software installation, troubleshooting, and maintenance of computers, printers, peripherals, etc.;
Coordinates service requests including AV support and faculty technology training; provide expert tier 2 and tier 3 support in a professional environment, spearheading initiatives, and coordinating projects with minimal supervision;
Creates and disseminates operational documentation, staff training materials, and user documentation;
Trains peers and customers on new processes and technologies;
May provide oversight for equipment loans at a Technology Support Center;
Assists with the generation and reporting of operational metrics;
Assists supervisor in ad hoc reporting on quality measurements and performance tracking responsibilities. This position works in central information technology and may supervise junior student employees with guidance from management. 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.

Qualified candidates will hold a Bachelor’s degree in an appropriate area of specialization plus 2 years of relevant professional experience, or, a Master’s…