Help Desk Technician

Howard University onsite in Washington, DC seeks a Service Desk Technician to deliver Tier 2 support for the ETS Service Desk and manage incidents within ServiceNow. This IT professional acts as the primary point of contact for faculty, staff, and students, coordinating with available hardware, software, and vendor resources to provide effective solutions and timely problem resolution.

Basic Function

The role provides Tier 2 support to the ETS Service Desk and tracks tickets using ServiceNow. It serves as the initial point of contact for information technology issues affecting faculty, staff, and students, collaborating with internal resources and external vendors to deliver efficient break/fix and remediation.

Responsibilities

• Deliver initial Tier 1 level assistance via phone, email, chat, or in person to resolve issues and offer courteous, knowledgeable support.
• Act as the primary contact for triage, assignment, and escalation of tickets to Tier 2 when needed.
• Execute installation, configuration, maintenance, testing, and troubleshooting tasks to support IT customers.
• Maintain and repair desktop hardware, operating systems, applications, and office systems while troubleshooting as required.
• Assist in creating and maintaining end-user documentation, Knowledge Base articles, and standard operating procedures.
• Support asset management activities, including software licenses and keys, hardware leases, service contracts, asset inventory, and labeling.
• Document all changes, problems, incidents, service requests, and work tasks within ServiceNow.
• Occasionally unpack, move, and install IT equipment weighing up to 25 pounds, with assistance for heavier items.
• Position self to service computers and components located under desks or in server closets as needed.
• Provide user training on technical aspects of systems and related business processes.
• Undertake additional duties as assigned.

Requirements

• Bachelor's degree required; alternatively, 3 to 5 years of related experience or an equivalent certification may substitute for the degree.
• Previous experience in an IT help desk or similar environment.
• Experience conducting routine system administration tasks and maintaining admin logs.
• Experience managing hardware, software, and cloud-based systems.
• Strong critical thinking and problem-solving abilities.
• Experience working in a fast-paced setting and a reliable, punctual demeanor.
• Onsite work in Washington, DC is required.
• Ability to quickly learn new software and operating systems; capable of diagnosing and resolving hardware and software problems.
• Excellent oral and written communication skills with diverse audiences; detail-oriented and organized.
• Ability to exercise discretion and maintain a high level of confidentiality.
• Strong interpersonal skills to establish and maintain effective relationships with faculty, staff, students, and the public; user-friendly approach with a passion for information services support.
• Proficiency in troubleshooting and supporting Windows 11, macOS, Android, and iOS devices.
• CompTIA A+ Certification or equivalent is required.
• Experience using ServiceNow ITSM or a similar ticketing system is required.

Technologies

• ServiceNow
• Windows 11
• macOS
• Android
• iOS

Benefits

• Health and Wellness
• Work-Life Balance
• Financial Wellness
• Professional Development
• Additional Perks

Nature and Scope

Internal contacts generally include administrators, faculty, students, and staff. External contacts typically involve vendors, consultants, visitors, and members of the public.

Supervisory Accountability

Not applicable

Compliance Salary Range Disclosure

Expected Salary Range: $45,000 - $51,600 annually