Help Desk Technician

Howard University; Washington, Baltimore (District of Columbia, MD); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health & Wellness

Work-Life Balance

Financial Wellness

Professional Development

Additional Perks

Job summary

Howard University is seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets in ServiceNow. You will be the first line of support for faculty, staff and students, resolving IT issues with available resources, hardware, and software vendors.

Minimum requirements include a Bachelor's degree and 3–5 years in IT Help Desk; CompTIA A+ is required. Training users and maintaining documentation are key aspects of the role.

Qualifications

• Bachelor's degree; 3–5 years in IT Help Desk or related roles.
• Experience with hardware, software, and cloud systems management.
• CompTIA A+ or equivalent is required; ITIL certifications a plus.

Responsibilities

• Provide Tier 1 technical support via phone, email, chat, or in person.
• Escalate tickets to Tier 2 and track changes in ServiceNow.
• Install, configure, maintain, test and troubleshoot IT systems.
• Maintain hardware, OS, applications, and office systems.
• Train users on systems and business processes.

Skills

Troubleshooting

Customer service

Documentation

On-site support

Education

Bachelor's degree

Tools

ServiceNow ITSM

Knowledge Base

Job description

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.

Here Is What We Offer

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us!

https://hr.howard.edu/benefits-wellness

BASIC FUNCTION

We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.

SUPERVISORY ACCOUNTABILITY

N/A

NATURE AND SCOPE

Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.

PRINCIPAL ACCOUNTABILITIES

• Provide Tier 1 technical support via phone, email, chat, or in person supportto resolve issues and provide courteous and knowledgeable assistance with questions.
• Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed.
• Performs installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
• Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
• Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures.
• Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
• Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow.
• Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
• May frequently position self to maintain computers/pull cords under desks and in server closets.
• Train users in technical aspects of systems and business processes.
• Perform other job-related duties as assigned.

CORE COMPETENCIES

• Ability to work onsite in Washington, DC.
• Ability to provide executive level support to AVPs, VPs, EVPs.
• Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.
• Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
• Ability to communicate effectively orally and in writing with a diverse population.Must be detailed oriented and organized.
• Ability to exercise discretion and ensure a high-level of confidentiality.
• Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public.End User friendly attitude with a passion for information services support.
• Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices.
• CompTIA A+ Certification or equivalent is required.
• Experience using ServiceNow ITSM or similar system is required.
• ITIL V4 or V5 Foundations Certification is a plus.
• Additional CompTIA Certs (Network+, Security+, etc.) is a plus

Minimum Requirements

Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment.Must be punctual and dependable.

Compliance Salary Range Disclosure

Expected Salary Range

$45,000 - $51,600