Tech Support Associate, Tech Support Center

Tech Support Associate, Tech Support Center

Employer will not sponsor for employment Visa status

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.

As a Technology Support Associate, you will bring this mission to life by serving as a trusted technical partner across our campus community. Working as part of an assigned IT support team serving specific academic schools, administrative units, or campus functions, you will provide Tier II technical support to the broader university community, delivering daily operational assistance with endpoints, classroom technologies, office applications, and collaboration tools across on-site, hybrid, and remote environments.

Based on the Foggy Bottom Campus with occasional travel to other GW locations, the role requires strong communication skills, professionalism, discretion, and the flexibility to work occasional early mornings, evenings, or weekends.

Primary Responsibilities

The Technology Support Associate serves as a technical resource for both in-person and remote IT support within their assigned support team, providing hands-on troubleshooting, resolving standard and routine technical issues, and documenting all interactions in the IT Service Management (ITSM) system to ensure consistent, high-quality service. When issues exceed Tier II capabilities, the Technology Support Associate escalates them to the appropriate specialized teams, providing complete diagnostic details and clear communication to support timely resolution and user satisfaction.

The Technology Support Associate delivers technical support for enterprise and standard desktop requests. They manage endpoints by deploying and configuring Windows and MacOS workstations, applying security updates, and troubleshooting hardware, software, and basic network connectivity issues. This includes troubleshooting common hardware and software issues and supporting asset management activities, such as inventory reconciliation, labeling, and audits for endpoint and AV assets.

Supporting collaboration platforms is also a key responsibility of the Technology Support Associate role. The Associate utilizes ITIL-aligned processes to assist faculty, students, and staff with tools such as Zoom, Google Workspace, Office 365, and , while contributing to knowledge management by creating and updating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs). Finally, The Technology Support Associate may work alongside student employees and junior staff and provide mentoring and assistance with their professional development by teaching them new technology skills to help support the team.

Additional duties may be assigned as needed, provided they fall within the scope of training and established procedures.

Performs other 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:

Communication & Interpersonal

Skills:

Strong oral and written communication, organizational, and customer service skills. Ability to work effectively in a team environment while demonstrating reliability, a sense of urgency, attention to detail, strong problem-solving abilities, and experience building positive relationships with departmental stakeholders or unit leadership. Technical

Experience:

1-2 years of experience in deskside support or a similar service-oriented role providing IT systems support for software and hardware (Windows and MacOS), Microsoft 365/Office applications, mobile and cloud-based applications (e.g., Box, SharePoint), networking, and voice technologies is desired. Collaboration & AV Technologies:

Experience with online collaboration tools, audio/video systems, or IT support in a higher education environment. Process & Tools:
Familiarity with ITIL methodology and IT Service Management (ITSM) ticketing systems such as BMC Helix or Service Now is desired.

Certifications:

ITIL Foundation, CompTIA A+, HDI Support Center Analyst (or similar HDI certification),…