George Washington University Senior Tech Support Associate in Washington, District Of Columbia
I. JOB OVERVIEW
Job Description Summary
The George Washington University’s Elliott School of International Affairs (ESIA) is one of the world’s leading schools of international affairs and one of the largest schools in the United States. Located in the heart of Washington, D.C., its mission is to educate the next generation of international leaders, conduct research and produce scholarship that advances understanding of important global issues, and to engage the public and the policy community in the United States and around the world, thereby fostering international dialogue and shaping policy solutions.
The Elliott School currently seeks a Senior Tech Support Associate to administer the Elliott School’s computer services maintenance program. The Senior Tech Support Associate performs maintenance, troubleshooting, and updates on software and may lead special projects such as researching new technologies, documenting procedures and workflow practices and other related initiatives. The incumbent, using their technical expertise, creates reports and conducts such analyses as needed to inform purchase decisions. Reporting to the Finance Director, ESIA and operating with limited supervision the Senior Tech Support Associate is the sole on-site technical support associate within ESIA and is responsible for providing support to all Staff, Faculty and Researchers.
Specific responsibilities of the position include:
Assembles, configures, deploys and repairs Elliott School computers and equipment. Installs new computers for faculty and staff on a three-year cycle.
Troubleshoots hardware, software, and network connection problems.
Provides training, as needed, on new procedures, equipment software and applications.
Works with the Division of IT (DIT) to resolve the most complex issues or issues requiring university resources. Further partners with DIT to enable and promote cybersecurity awareness and compliance, and protect institutional private information and intellectual property.
Manages IT budget and inventory for the school. Develops accurate inventory of assets. Maintains inventory of existing and available computers for emergencies and/or new staff and faculty.
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.
Qualified candidates will hold a Bachelor’s degree in an appropriate area of specialization plus 2 years of relevant professional experience, or, a Master’s degree or higher in a relevant area of study. 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.
Help desk or computer lab experience in an academic environment is desired, preferably in higher education, to include familiarity with configuring multi-user computer, computer imaging and roll-out, wired and wireless networking, and frequent interaction with end-users.
Experience with PC software and hardware support is desired.
Excellent oral expression and demonstrated superior service orientation.
Demonstrated problem-solving skills and attention to details.
Demonstrated ability to work well independently and with others.
Experience with IT Service Management software.
Ability to troubleshoot technical problems, evaluate individual user and network problems, and perform the necessary service actions required to correct technical problem(s).
An understanding of Audiovisual equipment used in the classroom.
II. JOB DETAILS
Essential: Employees who perform functions that have been deemed essential to maintaining business or academic operations. Employees are generally expected to work from home during an event and may be asked to physically report to work.
Required Background Check
Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search
The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.
Campus Location: Foggy Bottom, Washington, D.C.
College/School/Department: Elliott School of International Affairs (ESIA)
Family: Information Technology
Sub-Family: Tech Support/Service Delivery
Stream: Individual Contributor
Level: Level 2
Hours Per Week: 40
Work Schedule: Monday through Friday 8:30 - 5:30
Special Instructions to Applicants: Please fully complete application. “See resume” is insufficient for consideration.
Internal Applicants Only?: No
Posting Number: S007074
Job Open Date: 03/14/2018
Background Screening: Successful Completion of a Background Screening will be required as a condition of hire.