Tier 2 Service Desk Technician – IT Support & Growth

Hastings Center, Inc.; Washington (District of Columbia); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Wellness programs

Commuter benefits

Vibrant company culture

Job summary

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.

Responsibilities

• 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.

Skills

Tier 1 Support

Customer service

Communication

Onsite support

Education

Bachelor's degree

CompTIA A+ Certification

ITIL Foundations Certification

Tools

ServiceNow ITSM

Windows 11

macOS

Android

iOS

Job description

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.