IT Support Analyst

IT Support Analyst role at Howard University Hospital, onsite in Washington, DC, provides primary end-user IT support across hospital locations, handling hardware, software, and peripheral issues with SLA-driven ticket handling and a customer-first approach, including support for Cabinet members.

Responsibilities

• Serve as the primary technical resource for end users across all hospital locations, including remote faculty, staff, and Cabinet members; manage issues from intake to resolution with a customer-first focus.
• Provide virtual desktop troubleshooting for remote users.
• Perform hardware repairs and builds for desktops, laptops, tablets, cell phones, and printers; manage equipment, consumables, and supplies to minimize downtime.
• Support macOS and Windows environments, including iMac support and Microsoft Office installation, setup, and troubleshooting.
• Build and deploy Mac and Windows OS images using JAMF and SCCM.
• Maintain documentation on applications, hardware, software, and procedures; collaborate with teammates to identify improvements.
• Partner with vendor support contacts to resolve problems with desktop computing equipment and software through to closure.
• Troubleshoot a range of technical issues including desktop and laptop hardware and software and network connectivity, in coordination with the network infrastructure team.
• Respond to, document, and resolve service tickets in a timely manner in accordance with SLA.
• Perform other related duties as assigned.

Requirements

• Bachelor's degree in Information Technology or related field and 1–3 years of related IT end-user support experience; OR 8 years of related work experience in lieu of a degree.
• Working knowledge of Windows 10/Windows OS, macOS, and Microsoft Office installation and support.
• Experience with basic computer hardware, Active Directory, ServiceNow, and building OS images.
• Familiarity with Android and iOS platforms.
• Basic understanding of networking including subnetting, DNS, and DHCP; ability to perform network troubleshooting.
• Demonstrated customer-service skills with a patient, attentive demeanor and the ability to strengthen internal relationships through collaboration.
• Strong organizational, analytical, and problem-solving skills, with attention to detail and the ability to research and resolve a wide range of computing issues.
• Ability to organize and coordinate work within deadlines and handle emerging requirements with accuracy.

Technologies

• JAMF
• SCCM
• Active Directory
• ServiceNow
• Windows 10
• macOS
• Microsoft Office

Benefits

• Work-life balance
• Recognition and rewards for professional expertise
• Competitive, comprehensive benefit plans including health, disability, vacation, sick leave, and 403(b) retirement plan
• Tuition remission at Howard University for you and/or eligible dependent children — up to two courses per semester
• A mission-driven environment rooted in over 150 years of excellence, service, and advocacy for the communities we serve

About Howard University Hospital

Founded in 1862 as Freedmen's Hospital, Howard University Hospital has served the Washington, DC community for more than 150 years. It is the nation’s only teaching hospital located on the campus of a Historically Black University, a DC Level 1 Trauma Center, and is dedicated to patient-centered, culturally responsive care. The institution emphasizes equity, service, and excellence, supporting the development of the next generation of healthcare professionals.

Position Details

• Department: Information Technology
• Reports To: Manager, Desktop Support
• FLSA Status: Exempt
• Schedule: Monday–Friday, 8:30 AM – 5:00 PM
• Weekend Requirement: As needed

Pay and Schedule

• Salary: USD 70,000 – 80,000 per year
• Full-time exempt position with standard business hours and occasional weekend coverage as needed

Compliance Statements

• Culture of Care: Just Culture that promotes accountability, learning, and patient safety
• Equal Opportunity Employer: We do not discriminate on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status
• Reasonable Accommodation: ADA and related state and local laws apply; contact HR for accommodations during application or interview
• Pay Transparency: Salary ranges listed reflect the expected compensation and final pay is determined by experience and qualifications
• Disclaimer: Not an exhaustive list of duties and responsibilities