Tech Support Associate, Tech Support Center

The George Washington University; Washington (District of Columbia); On-site; USD 34,000 - 51,000; Full time

Job summary

The George Washington University IT department is seeking a Tech Support Associate to deliver Tier II deskside and remote support for Windows, MacOS, and collaboration tools. Based at Foggy Bottom, this role serves faculty, students, and staff across on-site, hybrid, and remote environments.

You will document issues in the ITSM system, escalate when needed, and contribute to knowledge bases while maintaining professionalism and strong communication throughout the university community.

Qualifications

• Bachelor’s degree required; degree may be substituted with equivalent education/experience.
• 1–2 years of deskside IT support experience in a service-oriented environment preferred.
• Experience supporting Windows and MacOS, Office 365, and online collaboration tools.

Responsibilities

• Provide Tier II technical support for endpoints, classroom technologies, and collaboration tools.
• Troubleshoot hardware, software, and network issues; document interactions in ITSM system.
• Escalate complex issues to specialized teams with clear diagnostic details.
• Mentor junior staff and assist with knowledge base updates.

Skills

Desk-side support

Communication skills

Team collaboration

Customer service

ITIL familiarity

Education

Bachelor's degree

Tools

ServiceNow

BMC Helix

Job description

Job Description Summary

Located in the heart of our nation’s capital, The George Washington University brings together diverse communities to spark creativity, advance discovery, and drive global impact. In support of this mission, GW IT builds the modern foundation for excellence by serving as a strategic partner driving enterprise digital transformation, expanding research capabilities, and safely pioneering disruptive technologies. We are looking for talented, curious, and forward-thinking professionals to join our high-performing team as we prepare the next generation of resilient leaders and build the foundation for GW’s future.

Posting Details

I. Job Overview

Job Description Summary

Located in the heart of our nation’s capital, The George Washington University brings together diverse communities to spark creativity, advance discovery, and drive global impact. In support of this mission, GW IT builds the modern foundation for excellence by serving as a strategic partner driving enterprise digital transformation, expanding research capabilities, and safely pioneering disruptive technologies. We are looking for talented, curious, and forward-thinking professionals to join our high-performing team as we prepare the next generation of resilient leaders and build the foundation for GW’s future.

As a Tech Support Associate, Tech Support Center, you will bring this mission to life 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 daily operational 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.

Primary Responsibilities

The Technology Support Associate serves as a technical resource for both in‑person and remote IT support within their assigned support team, providing hands‑on troubleshooting, resolving standard and routine technical 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 Technology Support Associate escalates them to the appropriate specialized teams, providing complete diagnostic details and clear communication to support timely resolution and user satisfaction.

The Technology Support Associate delivers technical support for enterprise and 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. This includes troubleshooting common hardware and software issues and supporting asset management activities, such as inventory reconciliation, labeling, and audits for endpoint and AV assets.

Supporting collaboration platforms is also a key responsibility of the Technology Support Associate role. The Associate utilizes ITIL‑aligned processes to assist faculty, students, and staff with tools such as Zoom, Google Workspace, Office 365, and Box.com, while contributing to knowledge management by creating and updating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs).

Finally, The Technology Support Associate may work alongside student employees and junior staff and provide mentoring and assistance with their professional development by teaching them new technology skills to help support the team. Additional duties may be assigned as needed, provided they fall within the scope of training and established procedures.

Minimum Qualifications

Qualified candidates will hold a Bachelor’s degree in an appropriate area of specialization. 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: 1-2 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.
• 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 Service Management ( ITSM ) ticketing systems such as BMC Helix or ServiceNow.
• Certifications: ITIL Foundation, CompTIA A+, HDI Support Center Analyst (or similar HDI certification), or equivalent helpdesk technician certifications.

Hiring Range

$25.04 - $37.48

GW Staff Approach to Pay

How is pay for new employees determined at GW?

Healthcare Benefits

GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well‑being and various voluntary benefits. For program details and eligibility, please visit https://hr.gwu.edu/benefits-programs.

II. JOB DETAILS

Campus Location:

Foggy Bottom, Washington, D.C.

College/School/Department:

GW IT

Family:

Information Technology

Sub-Family:

Tech Support/Service Delivery

Stream:

Individual Contributor

Level:

Level 1

Full-Time/Part-Time:

Full-Time

Hours Per Week:

40+

Work Schedule:

Monday-Friday 8-5

Will this job require the employee to work on site?

Yes

Employee Onsite Status

Hybrid

Telework:

Yes

Required Background Check:

Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search

Special Instructions to Applicants:

Employer will not sponsor for employment Visa status

Internal Applicants Only?

Yes (University Wide)

Posting Number:

S014426

Job Open Date:

Job Close Date:

If temporary, grant funded, Sponsored Project funded or limited term appointment, position funded until:

Background Screening

Successful Completion of a Background Screening will be required as a condition of hire.

EEO Statement

The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.