IT Tech Support Associate-TEMP
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Please see Special Instructions for more details.
This role is an onsite position. There are multiple locations for this role to include: Washington, DC, Alexandria, VA, and Ashburn, VA. The available shift is currently Monday-Friday, 8:00 am - 5:00 pm
Posting Details
I. DEPARTMENT INFORMATION
| 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 technical support position provides direct technical 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 operations. This role typically handles Tier I and Tier II requests from users that cannot be effectively resolved remotely. This position includes 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. -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. |
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| 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: |
II. POSITION INFORMATION
| Campus Location: | Other |
|---|---|
| College/School/Department: | Human Resource Management and Development (HRM&D) |
| Family | Information Technology |
| Sub-Family | Tech Support/Service Delivery |
| Stream | |
| Level | |
| Full-Time/Part-Time: | |
| Hours Per Week: | 40 |
| Hiring Range | |
| Work Schedule: | Monday-Friday, 8:00 am - 5:00 pm |
| Position Designation: | |
| Telework: | No |
| Required Background Check: | Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search |
| Special Instructions to Applicants: | This role is an onsite position. There are multiple locations for this role to include: Washington, DC, Alexandria, VA, and Ashburn, VA. The available shift is currently Monday-Friday, 8:00 am – 5:00 pm |
| Position Type: | |
| Posting Number: | T000094 |
| Job Open Date: | 11/03/2023 |
| Job Close Date: | |
| Open Until Filled: | Yes |
| Applicant Review Will Commence On: | |
| 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/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. |
Posting Specific Questions
Required fields are indicated with an asterisk (*).
- *
This role is a ColonialTemps role. ColonialTemps is the internal temporary agency at GW. As a university employee, you are eligible to apply to internal university postings if you ever wanted to transition from a temporary role to a permanent role. Since this is a temporary position, this role is ineligible for university benefits, to include, annual/vacation leave, university and federal holiday pay, university closure/administrative pay, retirement benefits, healthcare insurance, etc. Do you acknowledge this information?
- Yes
- No
- *
There are multiple locations available for this role. Please select which locations you would be interested in.
- Washington, DC
- Ashburn, VA
- Alexandria, VA
- *
What is the hourly rate you are looking to make? Please provide a range below.
(Open Ended Question)
- *
GW requires that all employees are either fully vaccinated or have obtained a religious or medical exemption, approved by the university, prior to starting work. More information can be found at https://compliance.gwu.edu/covid-19-campus-health-and-wellbeing-policy. I understand that I will need to be vaccinated or have an approved exemption from Occupational Health prior to starting work.
- Yes
- No
Applicant Documents
Required Documents
- Resume
- Cover Letter
