Hybrid IT Support Associate – Endpoints & Collaboration

George Washington University; Washington (District of Columbia); Hybrid; USD 34,000 - 52,000; Full time

Benefits offered by this job

Healthcare benefits

Tuition benefits

Well-being programs

Job summary

George Washington University is seeking a Technology Support Associate to join GW IT’s campus-wide service team. You will provide Tier II end-user support for Windows/Mac platforms, campus apps, and collaboration tools, with on-site, hybrid, and remote options across the Foggy Bottom campus.

In this role you’ll document issues in ITSM, escalate complex problems, mentor junior staff, and contribute to KBAs and SOPs.

Qualifications

• Bachelor's degree conferred by start date.
• 1-2 years of deskside IT support or similar service-oriented role.
• Experience supporting Windows and MacOS, Microsoft 365, mobile and cloud apps (Box/SharePoint).
• Familiarity with ITIL and ITSM ticketing systems (ServiceNow or BMC Helix).

Responsibilities

• Provide Tier II technical support for endpoints, classroom tech, and collaboration tools.
• Document interactions in ITSM and escalate complex issues to specialized teams.
• Assist faculty, students, and staff with Zoom, Google Workspace, Office 365, and Box.com.
• Mentor student employees and junior staff and contribute to KBAs and SOPs.

Skills

Communication

Teamwork

Customer Service

Problem Solving

Organizational Skills

Professionalism

ITIL

ServiceNow

BMC Helix

HDI Certification

CompTIA A+

Education

Bachelor's degree

Tools

Windows

MacOS

Microsoft 365

Box

SharePoint

ITSM ticketing systems

Job description

George Washington University is seeking a Technology Support Associate to join GW IT’s campus-wide service team. You will provide Tier II end-user support for Windows/Mac platforms, campus apps, and collaboration tools, with on-site, hybrid, and remote options across the Foggy Bottom campus.

In this role you’ll document issues in ITSM, escalate complex problems, mentor junior staff, and contribute to KBAs and SOPs.