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help desk escalation coordinator

Premier Enterprise Solutions

<div>Help Desk Escalation Coordinator
Position Overview
Premier Enterprise Solutions is seeking a Help Desk Escalation Coordinator (HDEC). This position is responsible for the proactive management, monitoring, and governance of all service desk tickets across Tier 1 and Tier 2 operations. The HDEC ensures that all tickets are processed in accordance with established Service Level Agreements (SLAs), specifically requiring resolution within fourteen (14) days or formal escalation to Tier 3 support.
This role provides end-to-end visibility into ticket status, enforces accountability across support tiers, and ensures that all tickets are tracked through final resolution, including those escalated beyond Tier 2. The TQIM serves as a central coordination point between technical teams and stakeholders and delivers status reporting to executive leadership.
Location: Remote, supporting USAID OIG Washington, D.C.
Salary will be based on experience and technical interview.
Key Responsibilities
Ticket Lifecycle Management<ul><li>
Monitor the entire service desk ticket queue (Tier 1 and Tier 2) on a daily basis</li><li>
Ensure all tickets are:</li><li>
Actively assigned and worked</li><li>
Properly categorized and documented</li><li>
Updated in accordance with service desk standards</li><li>
Identify and address:<ul><li>
Aging tickets</li><li>
Tickets lacking progress updates</li><li>
Misrouted or improperly handled tickets</li></ul></li></ul>
SLA ComplianceEscalation Management<ul><li>
Enforce SLA compliance requiring ticket resolution within 14 days</li><li>
Identify tickets approaching SLA thresholds and take proactive action</li><li>
Monitor tickets escalated to Tier 3
</li><li>Ensure all escalated tickets are formally documented and transitioned appropriately</li><li>
Continue to track and monitor all escalated tickets through final resolution</li></ul>
End-to-End Ticket Tracking<ul><li>
Maintain visibility and accountability for all tickets from initiation through closure</li><li>
Track all ticket statuses, including:<ul><li>
Open</li><li>
In Progress</li><li>
Pending</li><li>
Escalated (Tier 3)</li><li>
Resolved / Closed</li><li>
Conduct regular coordination with Tier 1, Tier 2, and Tier 3 teams to ensure progress</li></ul></li></ul>
Dashboard Management<ul><li>
Develop and maintain a centralized ticket management dashboard</li><li>
Ensure dashboard is updated regularly and reflects real-time or near real-time status</li><li>
Track and report on key metrics, including:<ul><li>
Total open tickets</li><li>
Aging tickets</li><li>
SLA compliance status</li><li>
Escalated tickets</li><li>
Backlog trends</li></ul></li></ul>
Executive Reporting<ul><li>
Provide monthly reports to the Chief Information Officer (CIO) and other leadership</li><li>
Reports shall include:</li><li>
Ticket volume and trend analysis</li><li>
SLA compliance rates<ul><li>
Aging and backlog analysis</li><li>
Escalation metrics and outcomes</li><li>
Identified risks and operational challenges</li><li>
Provide recommendations for service desk performance improvement</li></ul></li></ul>
Stakeholder Coordination<ul><li>
Establish and maintain relationships with key stakeholders across the organization</li><li>
Serve as a point of contact for ticket status inquiries and updates</li><li>
Proactively communicate:<ul><li>
Ticket progress and expected timelines</li><li>
Delays and risks</li><li>
Resolution updates</li><li>
Coordinate with business units and technical teams to ensure transparency and alignment</li></ul></li></ul>
Continuous Service Improvement<ul><li>
Identify systemic issues affecting ticket resolution performance</li><li>
Recommend improvements to:<ul><li>
Ticket handling processes</li><li>
SLA policies and enforcement</li><li>
Workflow efficiency</li><li>
Support initiatives to improve service desk operations and customer satisfaction</li></ul></li></ul>
Required Qualifications<ul><li>
Bachelor's degree in information technology, Business Administration, or related field (or equivalent experience)</li><li>
3&ndash;5 years of experience in IT service desk operations or service management</li><li>
Experience working in Tier 1 / Tier 2 / Tier 3 support environments</li><li>
Strong understanding of IT service management (ITSM) processes (e.g., ITIL framework)</li><li>
Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, or equivalent)</li><li>
Strong analytical, organizational, and problem-solving skills</li><li>
Excellent written and verbal communication skills</li><li>
Ability to manage multiple priorities in a fast-paced environment</li></ul>
Preferred Qualifications<ul><li>
ITIL Foundation certification or higher</li><li>
Experience supporting federal or government IT environments</li><li>
Experience developing dashboards and reporting metrics using tools such as Power BI or Excel</li></ul>
Premier Enterprise Solutions offers full-time employees a comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, and more.
It is Premier Enterprise Solutions policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.</div>

Help Desk Escalation Coordinator

West 4th Strategy

<div>Help Desk &ndash; Tier I
ROLE
We need an experienced Help Desk Analyst at the U.S. Securities and Exchange Commission (SEC). The SEC's Division of Corporation Finance reviews public company filings to ensure investors are provided with the material information they need to make informed investment decisions. The Disclosure Review Program (DRP) System &mdash; also known as SWAT (System of Workflow and Activity Tracking) is the cloud-based platform that enables this review work, integrating with EDGAR and other SEC systems to support the review of transactional and annual filings. In this role, you will serve as the primary customer interface for Tier 1 support, managing the SWAT-Help mailbox, triaging and resolving incoming requests, maintaining helpdesk documentation, and delivering structured reporting on incident trends to SEC stakeholders. This is a full-time, remote opportunity. We can offer a competitive salary and a comprehensive benefits package.
RESPONSIBILITIES<ul><li>
Deliver responsive Tier 1 support as the primary customer interface, managing the SWAT-Help mailbox, triaging incoming requests, and resolving issues at first contact wherever possible.</li><li>
Meet or exceed all SLAs across all severity levels by maintaining clear escalation paths, documented triage workflows, and real-time visibility into ticket status.</li><li>
Own all helpdesk Standard Operating Procedures, work instructions, user guides, and reference libraries, with the Operations Lead/Manager authoring and maintaining these artifacts in close collaboration with the project team.</li><li>
Continuously optimize the knowledge base to keep content accurate, well-structured, and easy to search, reducing repeat ticket volume and empowering users to resolve common issues independently.</li><li>
Automate routine support interactions, including troubleshooting steps, status update, and user management workflows, to reduce manual effort and increase overall service efficiency.</li><li>
Provide structured reporting and operational visibility on a quarterly cadence, summarizing incident statistics, outage reports, and trend analysis, delivered to SEC stakeholders.</li></ul>
REQUIRED SKILLS/EXPERIENCE<ul><li>
Troubleshooting: Proficiency in diagnosing software and application errors, operating systems (Windows, Linux), and basic network connectivity.</li><li>
Incident Management: Experience working within Tier 1 to Tier 3 escalation structures.</li><li>
Ticketing Systems: Familiarity with incident management platforms like ServiceNow, Jira.</li><li>
Analytical Thinking: Strong problem-solving skills and the ability to identify the root cause of an issue rather than just treating the symptoms.</li><li>
Software/Database Knowledge: Understanding of SQL, API basics, HTML/CSS, or various coding languages (like Java) is a major plus for debugging specific software products.</li></ul>
DESIRED SKILLS/EXPERIENCE<ul><li>
AI Experience: Some exposure to AI technologies including GitHub Copilot.</li></ul>
REQUIRED EDUCATION / CERTIFICATIONS<ul><li>
Bachelor&rsquo;s degree in Computer Science, Information Technology, Cybersecurity, or a related field</li><li>
Certifications: CompTIA A+ or HDI Customer Service Representative (CSR) certifications are highly valued for entry to mid-level roles.</li></ul>
LOCATION<ul><li>
Remote (Within eastern time zone)</li></ul>
CLEARANCE<ul><li>
U.S. citizenship is required. Dual citizenship is not permitted on this contract.</li><li>
Ability to obtain SEC public trust</li></ul>
CLIENT<ul><li>
Securities and Exchange Commission (SEC), Disclosure Review Program (DRP)</li></ul>
WORK HOURS<ul><li>
40 hours per week</li><li>
8 hours per day</li></ul>
EMPLOYMENT CLASSIFICATION<ul><li>
Employment Classification Eligibility &mdash; W2</li></ul>
RELOCATION<ul><li>
Not eligible for relocation benefits</li></ul>
COMPENSATION<ul><li>
Salary range: $70,000 &ndash; $90,000</li><li>
Benefits: Benefits package includes options for health, dental, and vision insurance coverage; 401k contribution options</li></ul>
West 4th Strategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, sexual orientation, ancestry, national origin, age, marital status, mental disability, physical disability, medical condition, pregnancy, political affiliation, military or veteran status, or any other basis prohibited by federal or state law.
Other Considerations: applicants will be subject to a background investigation. Individual&rsquo;s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time.
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Customer Support Analyst

SAIC

<div>Job ID: 2613672
Location: Remote Work, DC, US
Date Posted: 2026-06-15
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: ORA_REMOTE 
Description
SAIC is hiring for a remote Help Desk Specialist.
Duties generally include but are not limited to the following:<ul><li>
Answer and respond to customers' requests via phone and email</li><li>
Identify, research, and resolve customer issues</li><li>
Provide accurate and timely ticket documentation</li><li>
Meet and exceed required metrics and Service Level Agreements (SLAs)</li><li>
Provide timely updates and follow up to customers</li><li>
Escalate to internal representatives or system support specialists when appropriate</li><li>
Identify and appropriately communicate recurring problems</li><li>
Evaluates and prioritizes customer problems and complaints</li><li>
Comply with documented regulations, processes, and procedures</li><li>
Other responsibilities as may be required by management</li></ul>
Qualifications
Qualifications
Required Skills and Qualifications:<ul><li>
Bachelor&rsquo;s Degree and/or 5 years relative work experience</li><li>
1+ year experience in help desk/call center environment</li><li>
Excellent oral and written communication skills</li><li>
Strong problem-solving skills</li><li>
Team player with a strong commitment to customer satisfaction</li><li>
Must be a US Citizen and able to obtain a Public Trust</li></ul> 
Preferred Skills and Qualifications:<ul><li>
HDI Customer Service Representative certification</li><li>
Experience with ServiceNow</li><li>
Knowledge with government clients/environments</li></ul>
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.</div>

Help Desk Specialist

Children's National Hospital

<div></div><div><div>Description<div></div> 
Reporting to the Director Research Biomed Operations Engineer the Research Biomed Operation coordinator will provide font line day to day operational support to the Children's National Research Institute's (CNRI) research faculty and staff. The individual will provide customer service to 450+ personnel, support approximately 200,000 square feet of research space and 3000 pieces of research equipment. The position will serve along with the Research Biomed Ops Engineers as the service point of contact for CNRI faculty and staff for any equipment/facility and maintenance related issues. The individual will work with the Research Center staff, Children's National Hospital's facility/engineering department, EVS, the safety office, as well as outside vendors. Additional responsibilities will include assisting the coordination of repairs and maintenance, moves and deliveries; facility inspections and user training in addition to staffing special projects as assigned. The individual will work closely with the Environmental Health &amp; Safety staff.<div> 
</div></div><div>
Qualifications<div></div> 
Minimum Education 
Associate degree in Electronic Engineering Technology, Mechanical Engineering, Biomedical Engineering Technology, or equivalent-related civilian and/or military experience required. (Required) 
Bachelor&rsquo;s degree in engineering, electronics or applicable field, degree in bioengineering preferred (Preferred) 
 
Minimum Work Experience 
1-2 years of applicable work or internship experience. A BS degree may be substituted for work experience. Preference may be given to biomedical equipment technicians with experience, and experience working in laboratory environment and/or specifically performing PMs and repair on laboratory equipment. (Preferred) 
 
Required Skills/Knowledge 
Knowledge of OSHA and laboratory safety regulations 
Within scope of job, requires critical thinking skills, decisive judgement and the ability to work with minimal supervision 
Ability to understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions 
Ability to display strong organizational and multi-tasking skills, self-discipline, and autonomy to work independently in a high-pressure environment 
Must be able to work in a fast-paced environment and take appropriate action 
Strong customer service orientation and ability to follow through issues to resolution 
Ability to interact with all levels of organizational personnel to include: management staff, consulting staff, researchers, research administrators, etc. 
Ability to build consensus and work in a collaborative manner 
Ability to maintain accurate records of repairs, calibration, and tests 
Must be able to function as part of a team providing a high level of quality service to clients 
Knowledge of computers and networking; PC competency to include utilization of Microsoft Office Suite products. 
 
Functional Accountabilities 
Responsible Conduct of Research 
<ul><li>
Consistently demonstrates adherence with the standards for the responsible conduct of research</li></ul><ul><li>
Responsible for appropriate use of research funds and resources</li></ul><ul><li>
Comply with all annual job-related training requirements</li></ul>
Facility Management 
<ul><li>
Work with CNRI leadership to assist with executing assignments of offices and laboratory space.</li></ul><ul><li>
Work with CNH Facility Engineering, EVS, IT, Telecommunication to coordinate implementation of these assignments.</li></ul><ul><li>
Work with CNH Facility Engineering staff to identify and resolve facility deficiencies.</li></ul><ul><li>
Ensure the facility is in compliance with regulatory standards and coordinate corrective actions.</li></ul><ul><li>
Follow up on the work of contractors and staff involved corrective activities</li></ul><ul><li>
Serve as the CNRI liaison with environmental services and monitor facility cleanliness and coordinate corrective action.</li></ul>
Program Coordination 
<ul><li>
Respond to support requests within established timelines</li></ul><ul><li>
Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively.</li></ul><ul><li>
Interview customer to determine nature and scope of the service issue, and initiate the appropriate response</li></ul><ul><li>
Maintain accurate records of all work performed</li></ul><ul><li>
Coordinate relocations and renovations as assigned and serve as the point of contact for contractors and staff</li></ul><ul><li>
Effectively coordinate projects within the established time tables</li></ul><ul><li>
Oversee the installation of new equipment</li></ul><ul><li>
Demonstrate understanding of customer service policies and procedures, continuously develop depth and breadth of technical competencies.</li></ul>
Equipment Maintenance 
<ul><li>
Coordinate annual space and equipment survey, update and maintain databases accuracy throughout the year</li></ul><ul><li>
Continually update the CNRI freezer inventory and prepare reports as needed</li></ul><ul><li>
Inform supervisor of equipment status changes in a timely manner</li></ul><ul><li>
Schedule and perform preventive maintenance, performance assurance testing, electrical safety inspections, and schedule repairs to correct failed equipment with outside vendor and CNH staff.</li></ul><ul><li>
Log all CNRI Administration generated work orders and service calls and monitor on time service delivery and quality.</li></ul><ul><li>
Coordinate regular scheduled building inspection with appropriate CNH staff.</li></ul>
CNRI Common Facility Maintenance 
<ul><li>
Order supplies as needed.</li></ul><ul><li>
Provide in-service education to staff on facility and equipment operation and safety</li></ul><ul><li>
Ensure that equipment is operational and the facility is clean on a daily basis. Identify and coordinate resolutions of service or facility issues.</li><li>
Anticipate and responds to customer needs; follows up until needs are met</li></ul> 
Teamwork/Communication<ul><li>
Demonstrate collaborative and respectful behavior</li></ul><ul><li>
Partner with all team members to achieve goals</li></ul><ul><li>
Receptive to others&rsquo; ideas and opinions</li></ul> 
Performance Improvement/Problem-solving<ul><li>
Contribute to a positive work environment</li></ul><ul><li>
Demonstrate flexibility and willingness to change</li></ul><ul><li>
Identify opportunities to improve clinical and administrative processes</li></ul><ul><li>
Make appropriate decisions, using sound judgment</li></ul> 
Cost Management/Financial Responsibility<ul><li>
Use resources efficiently</li></ul><ul><li>
Search for less costly ways of doing things</li></ul> 
Safety<ul><li>
Speak up when team members appear to exhibit unsafe behavior or performance</li></ul><ul><li>
Continuously validate and verify information needed for decision making or documentation</li></ul><ul><li>
Stop in the face of uncertainty and takes time to resolve the situation</li></ul><ul><li>
Demonstrate accurate, clear and timely verbal and written communication</li></ul><ul><li>
Actively promote safety for patients, families, visitors and co-workers</li></ul><ul><li>
Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance</li></ul><div>
</div></div><div>
Primary Location: District of Columbia-Washington</div><div>
Work Locations: Research &amp; Innovation Campus 7144 13th Place NW Washington 20012</div><div>
Job: Research</div><div>
Organization: Office Operations &amp; Reg Affair</div><div>
Position Status: R (Regular) - FT - Full-Time</div><div>
Shift: Day</div><div>
Work Schedule: Mon-Fri 8:30am-5pm</div><div>
Job Posting: Jun 12, 2026, 6:28:35 AM</div><div>
Full-Time Salary Range: 42702.4 - 71156.8</div></div>

Research Biomed Operations Coordinator

Doi Moi

This beautifully renovated French-Vietnamese full-service concept located on DC's bustling 14TH STREET features big flavors, a unique beverage program with Vietnamese coffees, teas and fresh juices, and a late-night downstairs bar (follow the pink light). doi moi, in Vietnamese means &quot;new change&quot; and pays tribute to the culinary traditions and regional dishes found throughout Southeast Asia. Through our authentic scratch cooking, we attract a crowd who value high quality and who are looking for a newer, more vibrant scene.doi moi is seeking a Host to join our team in support of the creation and execution of this authentic experience.Responsibilities include but are not limited to:<ul><li>Create a warm and inviting welcome for our guests and establish memorable first impressions</li><li>Work with management, servers, bussers, food runners, and bartenders to create a seamless dining experience for our guests</li><li>Coordinate reservations, walk ins, and guest waits with guests&rsquo; preferences, thorough knowledge of seating capacity and server availability while maximizing table turns</li><li>Coordinate reservation booking procedures, practices, and overall restaurant revenue management</li><li>Answer telephone calls and handle restaurant inquiries with a smile and eagerness to assist</li><li>Maintain cleanliness and organization of host stand and entrance of the restaurant</li><li>Work with a purpose; continually update table statuses, help fellow employees, and complete additional assigned tasks to provide a productive and positive work environment</li><li>Attend educational/developmental sessions as required</li></ul>doi moi is part of SRG Concepts, a privately-owned restaurant group that currently owns and operates 7 locations in the greater Washington DC, metropolitan area. We are currently executing our full service and fast casual growth strategy. Our concepts are Chicken &amp; Whiskey, The Walrus Oyster &amp; Ale House, and doi moi.Requirements<ul><li>Excellent English speaking and written communication skills</li><li>Ability to provide top notch customer service in a fast-paced environment</li><li>A positive attitude and ability to work well under pressure with all restaurant staff</li><li>Ability to remain calm in a fast-paced environmentStand and work in constant motion for the entire shift</li><li>Able to safely lift and easily maneuver trays of food when necessary</li><li>Willing to follow instructions and ask questions for clarification if needed</li><li>Able to handle money accurately and operate a point-of-sale system</li><li>Previous restaurant, cashier, or front desk experience (Preferred)</li></ul>Job Types: Full-time, Part-timePay: From $17.50 per hourBenefits:<ul><li>401(k) matching</li><li>Dental insurance</li><li>Employee discount</li><li>Flexible schedule</li><li>Health insurance</li><li>Paid time off</li><li>Referral program</li><li>Vision insurance</li></ul>Shift:<ul><li>8 hour shift</li><li>Day shift</li><li>Evening shift</li></ul>Work Location: In person

Host

Georgetown University

<div>Georgetown University comprises two unique campuses in the nation&rsquo;s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.
Requirements
Job Overview 
The Executive Coordinator provides high-level administrative and operational support to the Vice President for Public Safety at Georgetown University. The Executive Coordinator manages complex scheduling, communications, and project support while ensuring the efficient functioning of daily operations. The role requires sound judgment, strong organizational skills, and the ability to handle sensitive and confidential information with discretion.
Work Interactions
The Executive Coordinator works closely with the Vice President for Public Safety daily, serving as a trusted partner in managing schedules, communications, and priorities. The role requires regular interaction with senior leaders across the university, as well as collaboration with university offices such as the President&rsquo;s Office, Provost&rsquo;s Office, Chief Operating Officer, Human Resources, Legal Counsel, and Finance. The Executive Coordinator also engages with faculty, staff, and students to support public safety programs and respond to inquiries, while representing the Vice President in communications with external stakeholders, including law enforcement agencies, community partners, and vendors. Many interactions involve sensitive or confidential information, requiring discretion, sound judgment, and professionalism. 
Requirements and Qualifications<ul><li> Bachelor&rsquo;s degree or equivalent combination of education and experience.</li><li> 5+ years of progressively responsible administrative experience supporting senior leadership.</li><li> Proficiency with Microsoft Office Suite, Google Workspace, and project management tools.</li><li> Strong organizational skills, attention to detail, and ability to manage multiple priorities.</li><li> Excellent written and verbal communication skills.</li></ul>
Preferred:<ul><li> Experience in higher education, law enforcement, emergency management, environmental health &amp; safety, or other public safety administration.</li><li> Familiarity with Georgetown University systems, policies, and procedures.</li></ul><h3 class="jobSectionHeader">
Knowledge, Skills, and Abilities</h3><ul><li> Ability to exercise discretion and maintain confidentiality.</li><li> Strong interpersonal skills and the ability to interact effectively with diverse stakeholders.</li><li> Initiative, adaptability, and problem-solving skills in a fast-paced environment.</li></ul>
Work Mode Designation
This position requires a primarily on-campus presence with flexibility for episodic hybrid arrangements, subject to operational needs.
Complete details about Georgetown University&rsquo;s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation. 
Pay Range:
The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:
$66,783.00 - $126,720.23
Compensation is determined by a number of factors including, but not limited to, the candidate&rsquo;s individual qualifications, experience, education, skills, and certifications, as well as the University&rsquo;s business needs and external factors.
Current Georgetown Employees:
If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.
Submission Guidelines:
Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.
Need Assistance:
If you are a qualified individual with a disability and need a reasonable accommodations for any part of the application and hiring process, please visit the Office for Equal Opportunity Compliance website for general information about requesting accommodations, as well as information about requesting accommodations specifically for applicants. You also can also contact the Office for Equal Opportunity Compliance at (202) 687-4798 or oeoc@georgetown.edu.
Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.
EEO Statement:
GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.
Benefits:
Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.</div>

Executive Coordinator, Public Safety

<div>Job ID: 2613673
Location: Washington, DC, US
Date Posted: 2026-06-15
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: ORA_ON_SITE 
Description
﻿We are seeking a detail-oriented Hardware Refresh Technician to manage the end-to-end lifecycle of upgrading and replacing hardware systems. In this role, you will collaborate across various departments to schedule deployments, minimize operational downtime, and maintain strict asset accountability. You will configure new devices, perform secure data migrations, and resolve technical issues during transitions, ensuring users possess reliable technology needed for day-to-day operations. This role has a projected start date of 9/1/26. 
Key Responsibilities<ul><li>
Deployment Management: Coordinate deployment schedules across departments to guarantee minimal disruption to daily operations.</li><li>
Device Configuration: Configure, image, and test new laptops, desktops, according to the organization protocols.</li><li>
Data Migration: Execute secure data and profile migrations from legacy systems to replacement hardware.</li><li>
Asset Accountability: Maintain precise, up-to-date tracking of IT inventory using centralized asset management tools.</li><li>
Technical Support: Troubleshoot and resolve hardware, software, or connectivity issues that arise during deployment.</li><li>
Stakeholder/User Communication: Serve as a primary point of contact as well as perform technical trainings to non-technical end-users.</li></ul>
Qualifications
Required Qualifications<ul><li>
Project Experience: Proven experience supporting large-scale IT hardware refresh or lifecycle deployment initiatives.</li><li>
Clearance: Must be a US Citizen and able to obtain a Public Trust.</li><li>
Education: Bachelors degree; with 4 years of specialized experience a degree is not required.</li><li>
Technical Knowledge: Deep understanding of enterprise device imaging/provisioning, software deployments, asset management databases, and ITIL-based ticketing systems. In addition, a deep understanding of computer hardware components, specifications, configuration protocols within cloud ecosystem.</li><li>
Troubleshooting Skills: Demonstrated ability to diagnose and resolve sync errors during user profile transfers (e.g., OneDrive) and recovering missing files or browser certificates.</li><li>
Asset Tracking: Familiarity with inventory management processes and tracking tools for corporate or government IT assets.</li><li>
Core Competencies: Exceptional attention to detail, strong organizational skills, and the ability to manage multiple deployment tasks simultaneously.</li><li>
Communication: Strong verbal and written communication skills to interface professionally with agency personnel.</li></ul> 
Preferred Qualifications<ul><li>
Software Tools: Prior exposure to enterprise device imaging/provisioning and software deployments via cloud-based tools, Unified Endpoint Management (UEM) or MDM solutions as well as experience with asset management databases, and ITIL-based ticketing systems.</li><li>
Process Familiarity: Experience following strict standard operating procedures (SOPs) for secure hardware deployment.</li><li>
Background Foundation: Background in enterprise technical support, help desk or IMAC environment .</li></ul>
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.</div>

Hardware Refresh Technician

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