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 University’s 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 (SLA’s).

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 SLA’s.
• 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