Technical Support Specialist II, ESOC

Ashburn, VA
Apr 18, 2017
Institution Type
Four-Year Institution


Job Description Summary:

The Division of Information Technology ( is the chief provider of technology infrastructure, services and applications at GW. The Division partners with stakeholders across GW to equip students, staff and faculty with the technology know-how and tools necessary to achieve academic excellence. Reporting to the Assistant Director of IT Service Operations, the Enterprise Service Operations Center (ESOC) Technical Support Specialist II works within the Division's Service and Contract Management department.

The ESOC Technical Support Specialist II is an essential part of the Enterprise Service Operations Center team. In this role, the incumbent takes a lead in the development and implementation of procedures and processes in order to maintain the services assigned to ESOC in a fully operational state. The role ensures the monitoring of operational services in accordance to an agreed plan and that any variations from expected levels are immediately responded to according to established protocol. Provides second line incident support and technical troubleshooting for the approved ESOC services and use gained understanding for problem resolution and prevention of future problems. This individual coordinates the team's response to technical problems with service operations which impact critical university business services. The ESOC Technical Support Specialist II contributes to the development of standard criteria for adding a new service into ESOC so that each incoming new service is subject to the same review and knowledge capture processes. The role leads teams or delegates work within the ESOC team. The incumbent works alongside other staff who have been seconded into ESOC, including remote staff or partially assigned staff. The incumbent uses their communication skills to influence others by sharing problem resolutions through an explanation of facts, policies, practices, and preparation of self-help resources.

The position is based at GW's campus in Ashburn, VA, the University's flagship research and technology center, strategically positioned in the Northern Virginia technology corridor. The incumbent may perform 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.

Minimum Qualifications:

Bachelor's degree in an appropriate area of specialization. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:

*ITIL v3 Foundations Certification

  • Experience working in the higher education environment
  • Experience working in a support center capacity
  • Exposure to a range of enterprise wide software systems, networks, and device.
  • Demonstrated technical problem-solving skills, superior service orientation and excellent attention to details


Campus Location: Ashburn College/School/Department: Division of IT Family Information Technology Sub-Family Tech Support/Service Delivery Stream Individual Contributor Level Level 1 Full-Time/Part-Time: Full-Time Hours Per Week: 40 Work Schedule: Monday – Friday 8:30-5:00 Position Designation: Essential: Employees who perform functions that have been deemed essential to maintaining business or academic operations. Employees are generally expected to work from home during an event and may be asked to physically report to work. Telework: No Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search Special Instructions to Applicants: Internal Applicants Only? No Posting Number: S006274 Job Open Date: 04/17/2017 Job Close Date: If temporary, grant funded or limited term appointment, position funded until: Background Screening Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement:

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

Posting Specific Questions
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  1. * What is your expected salary range?
    (Open Ended Question)

Applicant Documents
Required Documents
  1. Resume
  2. Cover Letter
Optional Documents

    Documents needed to Apply
    Required Documents
    1. Resume
    2. Cover Letter
    Optional Documents


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