Overview The Tech Support Associate provides Tier II technical support for faculty, students, and staff at George Washington University's Mount Vernon Campus (MVC). The role requires a strong on-site presence at MVC, with periodic reporting to the Foggy Bottom Campus (FB) and occasional travel to the Virginia Science and Technology Campus (VSTC). This position ensures a seamless user experience across on-site, hybrid, and remote environments by supporting classroom technologies, endpoints, and collaboration tools. The Tech Support Associate reports to a supervisor based at the Foggy Bottom Campus. The Tech Support Associate serves as a primary point of contact for in-person and remote support. Responsibilities include greeting users, triage and resolution of issues, and documenting all interactions in the IT Service Management (ITSM) system to ensure consistent, high-quality service. When issues cannot be resolved at Tier II, the associate escalates to the appropriate Tier III team (e.g., endpoint engineering, platform services, AV engineering, or networking and unified communications and collaboration). Escalations include complete diagnostic details, troubleshooting steps, and relevant system data. Clear communication and proactive follow-up are essential to maintaining user satisfaction. A key responsibility is ensuring classroom and AV readiness and providing dedicated IT support during high-profile and executive events. The associate performs routine checks and basic maintenance in technology-enabled classrooms and labs, follows documented classroom sweep procedures, and tickets items that are out of place, non-operational, or missing. They provide real-time support for in-session AV issues and assist with academic events and special functions. Complex problems are escalated to AV Engineering with full documentation to help ensure that teaching and learning activities proceed without disruption. The associate also manages endpoints by deploying and configuring Windows and MacOS workstations, applying updates and security patches, and troubleshooting hardware, software, and basic network connectivity issues. This includes simulating or recreating problems and performing necessary configurations, installations, and repairs. In addition, the associate monitors and maintains computing and AV environments, manages cables, cleans equipment, and performs compliance checks in classrooms, offices, and labs. Support for collaboration platforms is another critical function. The associate assists faculty, students, and staff with tools such as Zoom, Google Workspace, Office 365, and Box.com. They maintain accurate records in the ITSM system, follow ITIL-aligned processes, and contribute to knowledge management by creating and updating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs). Finally, the associate assists with asset management activities, including inventory reconciliation, labeling, and audits for endpoint and AV assets. They also support student employees by delegating tasks, providing coaching, and assisting with their development in classroom, lab, and service desk operations. 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. Qualifications 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: Communication & Interpersonal Skills: Strong oral and written communication, organizational, and customer service skills. Ability to work effectively in a team environment while demonstrating reliability, a sense of urgency, attention to detail, and strong problem-solving abilities. Technical Experience: At least 1 year of experience in deskside support or a similar service-oriented role providing IT systems support for software and hardware (Windows and macOS), Microsoft Office, mobile and cloud-based applications (e.g., Box, SharePoint), networking, and voice technologies. Collaboration & AV Technologies: Experience with online collaboration tools, audio/video systems, or IT support in a higher education environment. Process & Tools: Familiarity with ITIL methodology and IT Service Management (ITSM) ticketing systems such as BMC Helix or ServiceNow. Certifications (Preferred): ITIL Foundation, CompTIA A+, HDI Support Center Analyst (or similar HDI certification), or equivalent helpdesk technician certifications. Hiring Details Hiring Range: $24.43 - $36.57 GW Staff Approach to Pay: How is pay for new employees determined at GW? Job Details Campus Location: Mount Vernon, DC College/School/Department: GW IT Family: Information Technology Sub-Family: Tech Support/Service Delivery Stream: Individual Contributor Level: Level 1 Full-Time/Part-Time: Full-Time Hours Per Week: 40 Work Schedule: Monday - Friday, 8:00 a.m. - 5:00 p.m., 9:00 a.m. - 6:00 p.m., or 10:00 a.m. - 7:00 p.m. Shift assignments may rotate Will this job require the employee to work on site?: Yes Employee Onsite Status: Hybrid Telework: Yes Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search Special Instructions to Applicants: Employer will not sponsor for employment Visa status Internal Applicants Only?: Yes (University Wide) Posting Number: S013839 Job Open Date: 09/19/2025 Job Close Date: N/A Background Screening: Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement The university is an Equal Employment Opportunity 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. #J-18808-Ljbffr George Washington University
...Training provided PURPOSE AND SCOPE: Functions as part of the dialysis health care team in providing safe and effective dialysis therapy for patients under the direct supervision of a licensed nurse in accordance with organization policies, procedures, and...
...retail stores. Combine your retail knowledge and leadership skills to oversee store operations, manage and develop a team and ensure AT&T customers experience our best-in-class services, entertainment and technology. With access to the latest tech and a company that...
...Job Description Job Description Looking for a flexible way to earn extra income doing something you love? Our Remote Travel Consultant is perfect for anyone who is passionate about travel and wants to turn that passion into a rewarding, part-time opportunity from...
...Air Operations Center Training Management Professional Are you an Air Operations Center... ...USAFCENT program. United States Air Force Central Command (USAFCENT) is the Air... ...the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the...
...A career at Whole Foods Market is more than just the work you do- it's about your personal growth... ...to customers and Team Members at all times. All positions must be performed in accordance... ...skills and willingness to work as part of a team. Ability to deliver information...