Tech Support Specialist II
Washington, DC

Job Description

I. JOB OVERVIEW

Job Description Summary:

George Washington (GW) Information Technology (it.gwu.edu) is the chief provider of technology infrastructure, services and applications at GW.GW IT partners with stakeholders across GW to equip students, staff and faculty with the technology know-how and tools necessary to achieve academic excellence. Reporting to the Manager of IT Service Delivery, the Tech Support Specialist II works within the Division's Communications & Technology Support Services department.

This experienced technical support position provides direct technology support to end users including staff, faculty and students. This position often focuses on the diagnosis, maintenance, and repair of both hardware and software issues in a call center or walk in service environment, with hours that include evening and/or weekend operation. This role typically handles Tier I and Tier II requests by users that cannot be effectively resolved remotely.

Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

The Tech Support Specialist II for IT Service Delivery and Operations is responsible for the following duties:

* Provides first level request, incident and routine support services to clients via telephone, e-mail, chat, in-person and remote tools with their utilization of GW Technology Services, University ERP, Microsoft Office, PCs and commercial off the shelf software and applications. Uses ITIL-based Ticketing Management System as a work management and tracking tool
* Serves as technical escalation point and develops subject matter expertise in assigned areas to support larger team and provide guidance and training on processes, tools and technologies in a positive and constructive manner. Coordinates daily activities to ensure proper coverage of support channels
* Assists supervisor with generating standard and ad-hoc reporting, review and assess impact of change management activities to team and customers, handling of problem and emergency outages and communicate them according to established procedures and guidelines
* Leads efforts to create and update operational, internal and public knowledge articles and chat interactions to further enhance GW constituents' self-service experience. Leads creativity and innovation efforts of our support technologies that will advance our customer experience throughout their support cycle functions such as our walk-up desk, virtual chat or dispatched support channels

The position is based at GW's Foggy Bottom Campus but may require travel to/between it and the University's Virginia Science & Technology campus in Ashburn, VA.

Minimum Qualifications:

Qualified candidates will hold a Bachelor's degree in an appropriate area of specialization. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:

* Strong oral and written communications, organizational, interpersonal and customer service skills
* Experience in service-oriented position within a call-center or helpdesk or dispatched support providing systems and or hardware support for Software and Hardware (Windows & Mac), MS Office, Mobile and cloud-based software such as Google Apps, Box and SharePoint, networking and voice technologies
* Familiarity with ITIL methodologies and ITSM ticketing systems such as BMC Remedy or ServiceNow
* Ability to work within a team environment and demonstrate reliability, attention to detail, and problem-solving skills
* Experience with IP Phones and online collaboration technologies

Typical Hiring Range $22.13 - $33.14 How is pay for new employees determined at GW?