Help Desk Technician

About the Role

Howard University is looking for a Service Desk Support Technician to deliver Tier 2 support for the ETS Service Desk and manage service requests in ServiceNow. In this role, you will act as a first point of contact for technology issues affecting faculty, staff, and students, and you will work with internal teams plus hardware and software vendors to resolve incidents, provide break/fix support, and restore services efficiently.

Work Environment

This position is based onsite in Washington, DC. The role involves interacting with internal stakeholders such as administrators, faculty, students, and staff, as well as external contacts including vendors, consultants, visitors, and members of the public.

Key Responsibilities

• Deliver Tier 1 support by phone, email, chat, or in person, offering clear and courteous help to users.
• Act as the main point for triaging issues, then routing or escalating tickets to Tier 2 support when needed.
• Carry out installation, setup, upkeep, testing, and troubleshooting activities for IT customers.
• Support, diagnose, and repair desktop hardware, operating systems, applications, and office technology.
• Help create and keep user guides, knowledge base content, and standard operating procedures up to date.
• Assist with asset management tasks such as software licenses and keys, hardware leases, service agreements, inventory tracking, and equipment labeling.
• Record system changes, incidents, service requests, problems, and completed work in ServiceNow.
• Occasionally move, unpack, or install IT equipment weighing up to 25 pounds, with heavier items handled with added assistance.
• Frequently work in positions needed to access computers, cables under desks, and equipment in server closets.
• Train users on technical system functions and related business processes.
• Handle other duties related to the position as assigned.

Requirements

• Bachelor’s degree is preferred, though 3 to 5 years of relevant experience may replace the education requirement or a related certification.
• Prior experience working as an IT Help Desk Technician.
• Experience performing routine system administration tasks and maintaining system administration logs.
• Hands-on exposure to hardware, software, and cloud systems management.
• Strong analytical thinking and problem-solving ability.
• Background in a fast-moving work environment.
• Must be punctual and dependable.
• Ability to work onsite in Washington, DC.
• Ability to support executive-level users such as AVPs, VPs, and EVPs.
• Must be able to learn new software and operating systems and diagnose hardware/software issues.
• Strong written and verbal communication skills with a diverse audience.
• Detail-oriented, organized, and able to maintain accurate documentation.
• Must use discretion and maintain a high level of confidentiality.
• Ability to build positive working relationships with faculty, staff, students, and the public.
• Comfortable supporting Windows 11, macOS, Android, and iOS devices.
• CompTIA A+ certification or an equivalent credential is required.
• Experience with ServiceNow ITSM or a similar platform is required.
• ITIL V4 or V5 Foundations certification is preferred.
• Additional CompTIA certifications such as Network+ or Security+ are preferred.

Benefits and Perks

• Comprehensive medical, dental, and vision coverage, along with mental health support.
• Paid time off, paid holidays, and flexible work arrangements.
• Competitive compensation and a 403(b) plan with employer match.
• Ongoing training, tuition reimbursement, and opportunities for career growth.
• Wellness initiatives, commuter benefits, and a positive campus culture.

Additional Information

Howard University emphasizes employee well-being and professional development. The Talent Acquisition team hires candidates who are a strong fit for roles that support the university’s broader strategic goals and mission.

Expected salary range: $45,000 to $51,600.

Supervisory accountability: none.

Experience with ServiceNow is a core requirement for this role, along with the ability to provide dependable technical support to a diverse university community.

Join Howard University and contribute to a supportive environment focused on growth, service, and impact.