The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff "for fit" makes significant contributions to Howard University's overall mission.

BASIC FUNCTION:

We are seeking a Technical Support Analyst who would be able to support IT tickets and IT projects. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.

SUPERVISORY ACCOUNTABILITY:
N/A
NATURE AND SCOPE:
Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.
PRINCIPAL ACCOUNTABILITIES:

• Provide support to end users to resolve technical issues and provide courteous and knowledgeable assistance with questions.
• Respond to requests for end user technical assistance in person, over the phone, or electronically.
• Provide 1st level support for the staff including research, resolution for technical problems and inquiries pertaining to IT equipment and peripherals
• Serve as the primary contact for solving, assigning, and escalating tickets to 2nd tier support as needed.
• Performs installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
• Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
• Develop and maintain desktop support procedures and prepare end-user documentation.
• Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
• Diagnose and resolve customer related hardware/software issues utilizing the ServiceNow Helpdesk.
• Coordinate repair of hardware covered by third-party vendor maintenance agreements and may include performing minor repair of hardware not covered under agreement
• Track and document all system changes, problems, issues, and work tasks within ServiceNow environment.
• Provisioning of newly procured endpoints to include desktops, laptops, printers, and mobile devices.
• Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
• May frequently position self to maintain computers/pull cords under desks and in server closets.
• Train users in technical aspects of systems and business processes.
• Perform other job-related duties as assigned.

CORE COMPETENCIES:

• Ability to work onsite in Washington, DC.
• Ability to provide executive level support to AVPs, VPs, EVPs.
• Ability to evaluate, select, and learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.
• Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
• Ability to communicate effectively orally and in writing with a diverse population. Must be detailed oriented and organized.
• Ability to exercise discretion and ensure a high-level of confidentiality.
• Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support.
• Ability to troubleshoot and support Windows 10 and 11, macOS, Android, and iOS devices.

MINIMUM REQUIREMENTS:
Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Helpdesk Technician (Tier 1, 2, or 3). InTune Experience Preferred. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.