Tier 2 Service Desk Technician – IT Support & Growth

Howard-University; Washington (District of Columbia); Sur place; USD 45 000 - 52 000; Plein temps

Avantages offerts par ce poste

Health insurance

Wellness programs

Commuter benefits

Vibrant company culture

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Tier 1 Support

Customer service

Communication

Onsite support

Formation

Bachelor's degree

CompTIA A+ Certification

ITIL Foundations Certification

Outils

ServiceNow ITSM

Windows 11

macOS

Android

iOS

Description du poste

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.