Tech Support Associate, MVC

The Tech Support Associate provides Tier II technical support for faculty, students, and staff, at George Washington University's Mount Vernon Campus ( MVC). The role requires a strong on-site presence at MVC, with periodic reporting to the Foggy Bottom Campus (FB) and occasional travel to the Virginia Science and Technology Campus ( VSTC). This position ensures a seamless user experience across on-site, hybrid, and remote environments by supporting classroom technologies, endpoints, and collaboration tools. The Tech Support Associate reports to a supervisor based at the Foggy Bottom Campus.

The Tech Support Associate serves as a primary point of contact for in-person and remote support. Responsible for greeting users, triage and resolve issues, and documenting all interactions in the IT Service Management ( ITSM) system to ensure consistent, high-quality service. When issues cannot be resolved at Tier II, the associate escalates them to the appropriate Tier III team-such as endpoint engineering, platform services, AV engineering, or networking and unified communications and collaboration. All escalations include complete diagnostic details, including troubleshooting steps and relevant system data. Clear communication and proactive follow-up are essential to maintaining user satisfaction.

A key responsibility of this role is ensuring classroom and AV readiness and providing dedicated IT support during high-profile and executive events. The associate performs routine checks and basic maintenance in technology-enabled classrooms and labs, following the documented classroom sweep procedures ticketing any items that are out of place, non-operational, or missing. They provide real-time support for in-session AV issues and assist with academic events and special functions. Complex problems are escalated to AV Engineering with full documentation, helping ensure that teaching and learning activities proceed without disruption.

The associate also manages endpoints by deploying and configuring Windows and MacOS workstations, applying updates and security patches, and troubleshooting hardware, software, and basic network connectivity issues. This includes simulating or recreating problems and performing necessary configurations, installations, and repairs. In addition, the associate also monitors and maintains computing and AV environments, manages cables, cleans equipment, and performs compliance checks in classrooms, offices, and labs.

Support for collaboration platforms is another critical function. The associate assists faculty, students, and staff with tools such as Zoom, Google Workspace, Office 365, and Box.com. They maintain accurate records in the ITSM system, follow ITIL-aligned processes, and contribute to knowledge management by creating and updating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs).

Finally, the associate assists with asset management activities, including inventory reconciliation, labeling, and audits for endpoint and AV assets. They also support student employees by delegating tasks, providing coaching, and assisting with their development in classroom, lab, and service desk operations.

Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

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