iLab Operator

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 Universitys overall mission. At Howard University, we prioritize well-being and professional growth. Here is what we offer: Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support Work-Life Balance: PTO, paid holidays, flexible work arrangements Financial Wellness: Competitive salary, 403(b) with company match Professional Development: Ongoing training, tuition reimbursement, and career advancement paths Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture Join Howard University and thrive with us! https://hr.howard.edu/benefits-wellness JOB PURPOSE: The Service Desk Support Technician will provide Tier 1 support for the Howard University community at our Walk-Up at the Undergraduate Library (UGL) and ILabs at UGL and Stokes Library. The technician will provide customer-facing support for faculty, staff and student technology issues, manage printers in our iLabs, and utilize the ServiceNow system to create/update/resolve/escalate tickets, meeting service level agreements (SLAs). SUPERVISORY AUTHORITY: 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, or via phone or chat. Serve as the primary contact for resolving, assigning, and escalating tickets to 2nd tier support as needed. Performs software installation, configuration, maintenance, testing and troubleshooting Manage and maintain iLab Xerox Printers Develop and prepare end-user documentation. Provide Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling. Monitor and document Incidents/Service Requests within ServiceNow, meet SLAs. 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 at the Howard University campus in Washington, DC. Flexibility to work occasional night and weekend shifts. 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 provide World-class Customer Service to the Howard University community. Ability to support Windows 10 and 11, macOS, Android, and iOS devices. Experience with user administration with Azure AD is a plus Experience with ServiceNow or similar ITSM system is a plus CompTIA certifications (A+, NET+, Security+) are a plus ITIL V4 or V5 Foundations Certification is a plus MINIMUM REQUIREMENTS: Bachelor's degree. One to three years of related work experience or certifications may be substituted in lieu of educational qualifications. Experience with hardware, software, and cloud systems management. Strong critical thinking, problem-solving, and customer service skills. Prior work experience in a fast-paced environment. Must be punctual, dependable, and available to work occasional night or weekend shifts. Compliance Salary Range Disclosure Expected Salary Range: $40,000 - $44,000 Howard University is a comprehensive, research-oriented, historically Black private university providing an educational experience of exceptional quality to students of high academic potential with particular emphasis upon the provision of educational opportunities to promising Black students. Further, the University is dedicated to attracting and sustaining a cadre of faculty who are, through their teaching and research, committed to the development of distinguished and compassionate graduates and to the quest for solutions to human and social problems in the United States and throughout the world. Howard University does not discriminate on the basis of race, color, national and ethnic origin, sex,sexual orientation,gender or gender identity, marital status, religion, disability or protected veterans status. Veterans and people with disabilities are encouraged to apply. Inquiries regarding provisions for persons with disabilities or veterans status, Equal Employment Opportunity and Title IX should be directed to the Office of Employee Relations and Equal Employment Opportunity at 202-806-1280. This position description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The university has the right to revise this position description at any time. This position description is not be construed as a contract for employment.