Tech Support Associate, Tech Support Center

Special Instructions for more details. Employer will not sponsor for employment Visa status I. JOB OVERVIEW Located in the heart of our nation’s capital, The George Washington University brings together diverse communities to spark creativity, advance discovery, and drive global impact. We are looking for talented, curious, and forward-thinking professionals to join our high-performing team as we prepare the next generation of resilient leaders and build the foundation for GW’s future. As a Tech Support Associate, Tech Support Center , you will bring this mission to life by serving as a trusted technical partner across our campus community. Working as part of an assigned IT support team serving specific academic schools, administrative units, or campus functions, you will provide Tier II technical support to the broader university community, delivering daily operational assistance with endpoints, classroom technologies, office applications, and collaboration tools across on-site, hybrid, and remote environments. Based on the Foggy Bottom Campus with occasional travel to other GW locations, the role requires strong communication skills, professionalism, discretion, and the flexibility to work occasional early mornings, evenings, or weekends. Primary Responsibilities The Technology Support Associate serves as a technical resource for both in‑person and remote IT support within their assigned support team, providing hands‑on troubleshooting, resolving standard and routine technical issues, and documenting all interactions in the IT Service Management ( ITSM ) system to ensure consistent, high‑quality service. When issues exceed Tier II capabilities, the Technology Support Associate escalates them to the appropriate specialized teams, providing complete diagnostic details and clear communication to support timely resolution and user satisfaction. The Technology Support Associate delivers technical support for enterprise and standard desktop requests. They manage endpoints by deploying and configuring Windows and MacOS workstations, applying security updates, and troubleshooting hardware, software, and basic network connectivity issues. This includes troubleshooting common hardware and software issues and supporting asset management activities, such as inventory reconciliation, labeling, and audits for endpoint and AV assets. Supporting collaboration platforms is also a key responsibility of the Technology Support Associate role. The Associate utilizes ITIL -aligned processes to assist faculty, students, and staff with tools such as Zoom, Google Workspace, Office 365, and Box.com, while contributing to knowledge management by creating and updating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs). Finally, The Technology Support Associate may work alongside student employees and junior staff and provide mentoring and assistance with their professional development by teaching them new technology skills to help support the team. Additional duties may be assigned as needed, provided they fall within the scope of training and established procedures. 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, strong problem‑solving abilities, and experience building positive relationships with departmental stakeholders or unit leadership. Technical Experience: 1-2 years of experience in deskside support or a similar service oriented role providing IT systems support for software and hardware (Windows and MacOS), Microsoft 365/Office applications, 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: ITIL Foundation, CompTIA A+, HDI Support Center Analyst (or similar HDI certification), or equivalent helpdesk technician certifications. GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well-being and various voluntary benefits. For program details and eligibility, please visit II. JOB DETAILS Campus Location: Campus Location: Foggy Bottom, Washington, D.C. College/School/Department: College/School/Department: GW IT Family Family Information Technology Sub-Family Stream Level Level Level 1 Full-Time/Part-Time: Full-Time/Part-Time: Full-Time Hours Per Week: 40+ Work Schedule: Work Schedule: Monday-Friday 8-5 Will this job require the employee to work on site? Will this job require the employee to work on site? Yes Employee Onsite Status Employee Onsite Status Hybrid Telework: Telework: Yes Required Background Check: 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? Internal Applicants Only? Yes (University Wide) Posting Number: Posting Number: S014426 Job Open Date: Job Close Date: If temporary, grant funded, Sponsored Project funded or limited term appointment, position funded until: 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. Posting Specific Questions Required fields are indicated with an asterisk (*). * Are you currently employed with The George Washington University? No Yes * For current GW employees, have you completed your Introductory Employment Period (IEP)? (As a reminder,employees in their IEP are not eligible to apply for other internal university staff and research positions until the IEP is complete.) Yes, IEP complete No, still in IEP N/a - not a current GW employee * What is your expected salary range? (Open Ended Question) Documents needed to Apply Required Documents Resume Cover Letter Optional Documents Human Resource Management & Development 2013 H Street, NW, 3rd Floor Washington, DC 20006 #J-18808-Ljbffr The George Washington University