Service Desk Technician

Number of Vacancies: 1

Area of Consideration: Open to the public

Employment Status: Full-Time, Regular

Pay Plan, Series & Grade: DS0095/11

Salary Range: $69,275- $71,395

Closing Date: Open until filled

Location: 4200 Connecticut Ave NW, Washington, DC 20008

General Description of Duties
 

This position serves as a technical resource within the Office of Information Technology, responsible for facilitating delivery of desktop support and technical client services for faculty, staff, and administrative departments across the University. The role provides advanced technical support while coordinating and guiding end-user technology initiatives, ensuring the effective delivery of reliable, secure, and efficient technology services.

The incumbent will provide technical client service support to projects including workstation deployments, system upgrades, hardware lifecycle management, and technology implementation efforts. The position works closely with IT leadership and cross-functional technology teams to plan, coordinate, and execute projects that support institutional operations and enhance the end-user computing environment.

In addition to providing advanced troubleshooting and issue resolution for complex hardware, software, and network-related issues, the role serves as a technical liaison between campus clients and IT teams, ensuring that technology solutions align with University standards, security requirements, and operational needs.

The position requires strong analytical, organizational, and communication skills, along with the ability to lead technical initiatives, manage competing priorities, and provide exceptional customer service. The employee is expected to exercise sound judgment, demonstrate leadership in service delivery, and contribute to continuous improvement of technology support services across the University.

                           

Essential Duties & Responsibilities

 

1. Technical Client Services Support and Project Support 

Support technical client service initiatives supporting faculty, staff, and administrative departments across multiple campuses.

Coordinate and manage end-user technology projects including workstation deployments, system upgrades, hardware refresh cycles, and service improvements.

Serve as the technical liaison between departmental clients and the Office of Information Technology to ensure alignment with institutional technology standards.

Guide project planning, timelines, and deliverables for desktop support and end-user technology initiatives. Monitor project progress, resolve technical barriers, and ensure service delivery goals are met.

2. Advanced Technical Support & Escalation Management 

Provide senior-level troubleshooting and resolution for complex hardware, software, and network-related technical issues escalated from help desk or support staff.

Analyze recurring technical problems and implement long-term solutions to improve reliability and service efficiency. Coordinate vendor support, warranty services, and specialized repairs when required.

3. Systems Deployment, Configuration & Technology Implementation 

Support the installation, configuration, and deployment of desktop hardware, operating systems, and software applications. Maintain standardized system images and ensure compliance with University IT security and configuration standards. Coordinate system roll-outs and technology upgrades across departments.
 

4. Client Engagement & Technology Consultation 

Provide technical consultation to departments regarding computing solutions, hardware procurement, and technology best practices.

Assess departmental technology needs and recommend solutions that support operational goals and security standards. Deliver user training and orientation on supported systems and applications.
Support the ticket management processes to ensure issues are documented, tracked, and resolved within established service levels.
 

Minimum Job Requirements 
 

1.Must have a bachelor’s degree or commensurate experience. 
2.The successful applicant must possess a minimum of 2-4 years of Desktop Support and/or Help Desk experience in a corporate or higher education environment supporting both office-based and remote end-users. 
3. Candidate must have good communication and troubleshooting skills, the ability to multi-task in a demanding environment, and customer service skills. 
4.Candidate must have hands-on experience in the following areas:
-Hardware support of Intel based desktop and laptop computers 
-Hardware support of network and local printers
- Desktop/laptop imaging solutions
- Support of Microsoft Windows XP, Vista, Windows 7 and Windows 10, Windows Server 2003, Windows Server 2008, Microsoft Outlook and Microsoft Office, Unix/Linux, Apple Mac OSX 
-Experience in installing Adobe products in Windows and MAC environment 
-Implementation and support of anti-virus solutions 
-Experience with handheld devices to include IOS (iphones/ipads) and/or Android based devices 
 

Collective Bargaining Unit (Union): This position is in the collective bargaining unit represented by AFSCME local 2087 and you may be required to pay an agency service fee through direct payroll deduction.  

Employment Benefits: Selectee will be eligible for health and life insurance, annual (vacation) and sick leave and will be covered under the University of the District of Columbia’s retirement plan (TIAA).

Equal Opportunity Employer: All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity ore expression, family responsibilities, matriculation, genetic information, disability or political affiliation.

Notice of Non-Discrimination: In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code, Section 2-1401.01 et. seq., (Act) the University of the District of Columbia does not discriminate on the basis of actual or perceived: race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, familial status, family responsibilities, matriculation, political affiliation, genetic information, disability.  Sexual harassment is a form of sex discrimination which is also prohibited by the Act.  In addition, harassment based on any of the above protected categories is prohibited by the Act.  Discrimination in violation of the Act will not be tolerated.  Violators will be subject to disciplinary action.

Visa Sponsorship: At this time, UDC does not provide sponsorship for student visas (e.g. H-1B). This position is also ineligible for Optional Practical Training (OPT).

Residency Preference: The Residency Preference Amendment Act of 1988, D.C. Law 7-203, created a system in which provides that any applicant for employment in the Career or Educational Services who is a bona fide resident of the District of Columbia may claim a residency reference at the time of application. An applicant selected for an appointment based on District residency will be required to submit no less than eight (8) proofs of bona fide District residency. Bona fide District residency must be maintained from the date of appointment to the position for seven (7) consecutive years. Failure to maintain bona fide District residency for the (7) year period will result in forfeiture of employment.

Veterans Preference:  Applicants claiming veterans preference must submit official proof at the time of application.

Drug-Free Workplace: Pursuant to the requirements of the Drug-Free Workplace Act of 1988, the individual selected to fill this position will, as a condition of employment, be required to notify his/her immediate supervisor, in writing, not later than five (5) days after conviction of any criminal drug statute occurring in the workplace.

Background Investigation: Employment with the University of the District of Columbia is contingent upon a satisfactory background investigation.  The determination of a "satisfactory background investigation" is made at the sole discretion of the University of the District of Columbia.  The University may refuse to hire a finalist, rescind an offer of employment to a finalist or review and may terminate the employment of a current employee based on the results of a background investigation.

Disposition of Resume: Resumes received outside the area of consideration and/or after the closing date will not be given consideration. You must resubmit your resume to receive consideration for any subsequent advertised position vacancies. For the purpose of employment, resumes are not considered job applications. Therefore, if selected for employment a UDC application will be required.

Job Offers: Official Job Offers are made by the University of the District of Columbia, Office of Human Resources only.

Contact Information:  All inquiries related to employment and job applications should be directed to UDC Office of Human Resources at (202) 274-5380.

The University of the District of Columbia is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. For a full version of the University’s EO Policy Statement, please visit: http://www.udc.edu/equal opportunity/.