IT Support Analyst

Howard University Hospital • Washington, DC

4d • Hybrid

About The Position

As an IT Support Analyst at Howard University Hospital, you are the primary technical resource for end users across all hospital locations — onsite and remote — resolving issues with hardware, software, and peripherals that keep our teams running. You will respond to, document, and resolve service tickets within SLA, with a priority focus on supporting Cabinet members, bringing a customer-first approach to every interaction.

Requirements

• Bachelor's degree in Information Technology or a related field and 1–3 years of related IT end-user support experience; OR 8 years of related work experience in lieu of a degree.
• Working knowledge of Windows 10/Windows operating systems, macOS, and Microsoft Office installation and support.
• Experience with basic computer hardware, Active Directory, ServiceNow, and building OS images.
• Familiarity with Android and iOS platforms.
• Basic understanding of networking, including subnetting, DNS, and DHCP, with the ability to perform network troubleshooting.
• Demonstrated customer-service skills, with a patient, attentive demeanor and the ability to strengthen internal relationships through collaboration.
• Strong organizational, analytical, and problem-solving skills, with attention to detail and the ability to research and resolve a wide range of computing issues.
• Ability to organize and coordinate work within deadlines and handle emerging requirements with accuracy.

Responsibilities

• Provide primary technical support to end users across all hospital locations, including remote faculty, staff, and Cabinet members, maintaining a customer-first attitude and tracking every issue through to resolution.
• Deliver virtual desktop troubleshooting for remote faculty, staff, and Cabinet members.
• Perform hardware repairs and builds for desktops, laptops, tablets, cell phones, and printers, and manage equipment, consumables, and supplies to prevent unnecessary downtime.
• Support macOS and Windows environments, including iMac support and Microsoft Office installation, setup, and troubleshooting.
• Build and deploy Mac and Windows OS images using tools such as JAMF and SCCM.
• Maintain documentation on applications, hardware, software, and general procedures, and collaborate with team members to identify and recommend process improvements.
• Partner with vendor support contacts to resolve technical problems with desktop computing equipment and software through closure of the ticket.
• Troubleshoot a range of technical issues — including desktop and laptop hardware and software and network connectivity — in collaboration with the network infrastructure team.
• Respond to, document, and resolve service tickets in a timely manner in accordance with SLA.
• Perform other related duties as assigned.

Benefits

• health
• disability
• vacation
• sick leave
• 403(b) retirement plan
• Tuition remission at Howard University for you and/or eligible dependent children — up to two (2) courses per semester

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level