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Help Desk Technician

June 18, 2026

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: <ul><li>Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support</li><li>Work-Life Balance: PTO, paid holidays, flexible work arrangements</li><li>Financial Wellness: Competitive salary, 403(b) with company match </li><li>Professional Development: Ongoing training, tuition reimbursement, and career advancement paths</li><li>Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture</li></ul> Join Howard University and thrive with us! <a target="_blank" href=""> FUNCTION: We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution. SUPERVISORY ACCOUNTABILITY: 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: <ul><li>Provide Tier 1 technical support via phone, email, chat, or in person support to resolve issues and provide courteous and knowledgeable assistance with questions. </li></ul> <ul><li>Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed. </li></ul> <ul><li>Performs installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers. </li></ul> <ul><li>Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems. </li></ul> <ul><li>Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures. </li></ul> <ul><li>Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling. </li></ul> <ul><li>Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow. </li></ul> <ul><li>Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance). </li></ul> <ul><li>May frequently position self to maintain computers/pull cords under desks and in server closets. </li></ul> <ul><li>Train users in technical aspects of systems and business processes. </li></ul> <ul><li>Perform other job-related duties as assigned. </li></ul> CORE COMPETENCIES: <ul><li>Ability to work onsite in Washington, DC. </li></ul> <ul><li>Ability to provide executive level support to AVPs, VPs, EVPs. </li></ul> <ul><li>Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems. </li></ul> <ul><li>Responsible for accurate and reliable maintenance, documentation, and testing of internal systems. </li></ul> <ul><li>Ability to communicate effectively orally and in writing with a diverse population. Must be detailed oriented and organized. </li></ul> <ul><li>Ability to exercise discretion and ensure a high-level of confidentiality. </li></ul> <ul><li>Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support. </li></ul> <ul><li>Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices. </li></ul> <ul><li>CompTIA A+ Certification or equivalent is required. </li></ul> <ul><li>Experience using ServiceNow ITSM or similar system is required. </li></ul> <ul><li>ITIL V4 or V5 Foundations Certification is a plus. </li></ul> <ul><li>Additional CompTIA Certs (Network+, Security+, etc.) is a plus </li></ul> MINIMUM REQUIREMENTS: Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable. Compliance Salary Range Disclosure Expected Salary Range: $45,000 - $51,600

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...