iLab IT Support Technician — Onsite Service Desk

Hastings Center, Inc.; Town of Howard (WI); Hybrid; USD 40,000 - 44,000; Full time

Benefits offered by this job

Health & dental insurance

Vision coverage

Mental health support

PTO & holidays

Flexible work arrangements

403(b) with company match

Tuition reimbursement

Career development

Wellness programs

Commuter benefits

Job summary

Howard University is seeking a Service Desk Support Technician to provide Tier 1 support for the Howard University community at the Walk-Up at the Undergraduate Library (UGL) and ILabs at UGL and Stokes Library. You will handle end-user technology issues, manage printers, and use ServiceNow to manage tickets in line with SLAs.

The role requires supporting Windows, macOS, Android, and iOS devices, with Azure AD and ITSM experience considered a plus.

Qualifications

• Bachelor's degree.
• One to three years of related work experience or certifications may be substituted in lieu of educational qualifications.
• Experience with hardware, software, and cloud systems management.
• Strong critical thinking, problem-solving, and customer service skills.
• Prior work experience in a fast-paced environment.
• Must be punctual, dependable, and available to work occasional night or weekend shifts.

Responsibilities

• Provide end-user technical assistance in person, or via phone or chat.
• Serve as the primary contact for resolving, assigning, and escalating tickets to 2nd tier support as needed.
• Performs software installation, configuration, maintenance, testing and troubleshooting.
• Manage and maintain iLab Xerox Printers.
• Develop and prepare end-user documentation.
• Provide Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
• Monitor and document Incidents/Service Requests within ServiceNow, meet SLA’s.
• 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.

Skills

Customer Service

Windows 10/11

macOS

Android

iOS

Azure AD

ServiceNow

ITIL Foundations

Problem Solving

Punctual & dependable

Education

Bachelor's degree

Tools

ServiceNow

Azure AD

Job description

Howard University is seeking a Service Desk Support Technician to provide Tier 1 support for the Howard University community at the Walk-Up at the Undergraduate Library (UGL) and ILabs at UGL and Stokes Library. You will handle end-user technology issues, manage printers, and use ServiceNow to manage tickets in line with SLAs.

The role requires supporting Windows, macOS, Android, and iOS devices, with Azure AD and ITSM experience considered a plus.