Senior Tech Support Associate, Tech Support Center

Senior Tech Support Associate, Tech Support Center

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Employer will not sponsor for employment Visa status

Posting Details

 I. JOB OVERVIEW 

Job Description Summary:  | 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. In support of this mission, GW IT builds the modern foundation for excellence by serving as a strategic partner driving enterprise digital transformation, expanding research capabilities, and safely pioneering disruptive technologies. 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 Senior Technology Support Associate, 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 expert 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 (including periodic participation in a rotating on-call triage schedule).

Primary Responsibilities

The Senior Technology Support Associate serves as a key technical resource for both in‑person and remote IT support within their assigned support team, providing hands-on troubleshooting, resolving complex 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 Senior Associate escalates them to the appropriate specialized teams, providing complete diagnostic details and clear communication to support timely resolution and user satisfaction.

Senior Associates may be assigned to serve as the primary technical liaison for a specific school, college, or administrative unit. In this role, they foster regular engagement with unit leadership, track ongoing support trends for their designated area, and maintain active awareness of broader IT initiatives, projects, and specialized services managed across the IT organization.

The Senior Associate delivers advanced technical support for enterprise and non-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 simulating complex problems to perform necessary repairs and supporting asset management activities, such as inventory reconciliation, labeling, and audits for endpoint and AV assets.

Supporting collaboration platforms is also a key duty. The Senior 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 Senior Associate takes on a leadership role by supporting student employees and junior staff through task delegation, coaching, and development assistance in classroom, lab, and technical support operations. Additional duties may be assigned as needed, provided they fall within the scope of training and established procedures.

Performs other 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 plus 2 years of relevant professional experience, or, a Master’s degree or higher in a relevant area of study. 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: 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. Leadership & Mentorship: Experience coaching, mentoring, or delegating tasks to student employees, interns, or junior technical support staff. 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.
Hiring Range  | $58,510.93 - $87,645.99
GW Staff Approach to Pay  | How is pay for new employees determined at GW?

 Healthcare Benefits
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 https://hr.gwu.edu/benefits-programs.

 II. JOB DETAILS 

Campus Location:  | Foggy Bottom, Washington, D.C.
College/School/Department:  | GW IT
Family  | Information Technology
Sub-Family  | Tech Support/Service Delivery
Stream  | Individual Contributor
Level  | Level 2
Full-Time/Part-Time:  | Full-Time
Hours Per Week:  | 40
Work Schedule:  | Monday-Friday 9am-6pm
Will this job require the employee to work on site?  | Yes
Employee Onsite Status  | Hybrid
Telework:  | Yes
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?  | Yes (University Wide)
Posting Number:  | S014421
Job Open Date:  | 08/24/2026
Job Close Date:  | 08/27/2026
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

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2013 H Street, NW, 3rd Floor
 Washington, DC 20006

Phone: 202-994-8500
Fax: 202-994-9680
Email: [email protected]
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