Help Desk Technician

Hastings Center, Inc.; Washington (District of Columbia); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Wellness programs

Commuter benefits

Vibrant company culture

Job summary

Howard University is seeking a Service Desk Support Technician to provide Tier 2 support for the ETS Service Desk in Washington, DC. You will handle tickets in ServiceNow, assist faculty, staff and students, and work with vendors to resolve issues on desktops, laptops, and mobile devices.

The role requires strong communication, confidentiality, ITIL/ServiceNow experience, and CompTIA A+ certification; onsite work is expected with professional development and a competitive benefits package.

Qualifications

• Three to five years of related IT Help Desk experience.
• Bachelor's degree or equivalent substitution accepted.
• Experience with hardware, software, and cloud systems management.
• CompTIA A+ Certification or equivalent required.

Responsibilities

• Provide Tier 1 technical support via phone, email, chat, or in person.
• Escalate tickets to Tier 2 as needed.
• Maintain and troubleshoot desktop hardware and operating systems.
• Document changes, problems, incidents, and tasks in ServiceNow.
• Train users in technical aspects of systems and business processes.

Skills

Tier 1 Support

Customer service

Communication

Onsite support

Education

Bachelor's degree

CompTIA A+ Certification

ITIL Foundations Certification

Tools

ServiceNow ITSM

Windows 11

macOS

Android

iOS

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.At Howard University, we prioritize well-being and professional growth.Here is what we offer:Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health supportWork-Life Balance: PTO, paid holidays, flexible work arrangementsFinancial Wellness: Competitive salary, 403(b) with company matchProfessional Development: Ongoing training, tuition reimbursement, and career advancement pathsAdditional Perks: Wellness programs, commuter benefits, and a vibrant company cultureJoin Howard University and thrive with us!https://hr.howard.edu/benefits-wellnessBASIC 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/ANATURE 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 support to 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 plusMINIMUM 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 DisclosureExpected Salary Range: $45,000 - $51,600