Senior Tech Support Associate, Tech Support Center

Senior Tech Support Associate

As a Senior Technology Support Associate, you will bring to life the mission of The George Washington University 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 expert 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 (including periodic participation in a rotating on-call triage schedule).

Primary Responsibilities

• The Senior Technology Support Associate serves as a key technical resource for both in‑person and remote IT support within their assigned support team, providing hands-on troubleshooting, resolving complex 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 Senior Associate escalates them to the appropriate specialized teams, providing complete diagnostic details and clear communication to support timely resolution and user satisfaction.
• Senior Associates may be assigned to serve as the primary technical liaison for a specific school, college, or administrative unit. In this role, they foster regular engagement with unit leadership, track ongoing support trends for their designated area, and maintain active awareness of broader IT initiatives, projects, and specialized services managed across the IT organization.
• The Senior Associate delivers advanced technical support for enterprise and non-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.
• Supporting collaboration platforms is also a key duty. The Senior 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 Senior Associate takes on a leadership role by supporting student employees and junior staff through task delegation, coaching, and development assistance in classroom, lab, and technical support operations.

Minimum Qualifications

• 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 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.

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:
  
  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.
• Leadership & Mentorship:
  Experience coaching, mentoring, or delegating tasks to student employees, interns, or junior technical support staff.
• 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…