Job Description Summary:
GW Information Technology is the chief provider of technology services and applications at GW. The area partners with all key stakeholders across GW to equip students, faculty, and staff with the technology and tools necessary to achieve academic excellence. This position works within GW Information Technology and ensures collaboration with both University stakeholders and external vendors.

This experienced technical support position provides direct technology support to end users including faculty, students, and staff. 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.

This position may have the following duties:
Provides first level incident management and routine systems support services at a Technology Support Center or Call Center;
Supports clients via telephone, email, in person, and via remote systems management in their utilization of various systems and enterprise applications;
Gathers technical data from clients in order to diagnose issues and provide data for root cause analysis;
Uses designated incident management systems as a work management and tracking tool;
Delivers exceptional customer service to clients;
Dispatches to support urgent classroom or collaboration space incidents when necessary;
Performs staff computer installs and support to include cable management, imaging, software installation, troubleshooting, and maintenance of computers, printers, peripherals, etc.;
Coordinates service requests including AV support and faculty technology training;
Creates and disseminates operational documentation, staff training materials, and user documentation;
Trains peers and customers on new processes and technologies;
May provide oversight for equipment loans at a Technology Support Center;
Assists with the generation and reporting of operational metrics;
Assists supervisor in ad hoc reporting on quality measurements and performance tracking responsibilities.

This position works in central information technology and is eligible for shift differential. 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.
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:
Excellent written and verbal communications skills.
Excellent organizational, interpersonal and customer service skills.
Ability to work within a team environment and demonstrate reliability, sense of urgency, attention to detail, and problem-solving skills.
Experience at a service-oriented position within helpdesk providing systems support for Software, Hardware, mobile and cloud-based software, networking and voice technologies, and online collaboration technologies: Windows, Mac, iOS, Androids, printing, MS Office, G Suite, Box, Zoom, WebEx, etc..
Experience with imaging/provisioning tools such as SCCM, Jamf.
Experience with using ITIL methodology and ITSM ticketing systems such as BMC Remedy or ServiceNow. ITIL and CompTIA A+ certifications are a plus.
Experience with providing classroom technology and audiovisual systems support and on-site customer training for classroom technology, conference rooms and computer labs.
Leadership skills in training students.