Tier 2 IT Help Desk Technician (Onsite)

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

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.