Mid Level Help Desk Assistant Jobs
Mid level help desk assistant jobs go to professionals ready to own escalated issue resolution, guide junior staff through complex tickets, and improve support workflows with limited supervision. Openings run across Technology & Software, Education, and Staffing & Recruiting, with a mix of on-site, remote, and hybrid settings, and employers like Software Technology, Jobot, and BCS365 hiring at this level now.
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Showing 5 of 9+ Mid Level Help Desk Assistant jobs
INTRODUCTION
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission. At Howard University, we prioritize well-being and professional growth.
Here Is What We Offer
- Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
- Work-Life Balance: PTO, paid holidays, flexible work arrangements
- Financial Wellness: Competitive salary, 403(b) with company match
- Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
- Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture
Join Howard University and thrive with us!
BASIC FUNCTION:
We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.
SUPERVISORY ACCOUNTABILITY:
N/A
NATURE AND SCOPE:
Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.
PRINCIPAL ACCOUNTABILITIES:
- Provide Tier 1 technical support via phone, email, chat, or in person support to resolve issues and provide courteous and knowledgeable assistance with questions.
- Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed.
- Perform installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
- Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
- Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures.
- Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
- Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow.
- Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
- May frequently position self to maintain computers/pull cords under desks and in server closets.
- Train users in technical aspects of systems and business processes.
- Perform other job-related duties as assigned.
CORE COMPETENCIES:
- Ability to work onsite in Washington, DC.
- Ability to provide executive level support to AVPs, VPs, EVPs.
- Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.
- Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
- Ability to communicate effectively orally and in writing with a diverse population. Must be detail oriented and organized.
- Ability to exercise discretion and ensure a high-level of confidentiality.
- Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support.
- Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices.
- CompTIA A+ Certification or equivalent is required.
- Experience using ServiceNow ITSM or similar system is required.
- ITIL V4 or V5 Foundations Certification is a plus.
- Additional CompTIA Certs (Network+, Security+, etc.) is a plus.
MINIMUM QUALIFICATIONS
Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.
Compliance Salary Range Disclosure
Expected Salary Range: $45,000 - $51,600
INTRODUCTION
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission. At Howard University, we prioritize well-being and professional growth.
Here Is What We Offer
- Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
- Work-Life Balance: PTO, paid holidays, flexible work arrangements
- Financial Wellness: Competitive salary, 403(b) with company match
- Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
- Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture
Join Howard University and thrive with us!
BASIC FUNCTION:
We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.
SUPERVISORY ACCOUNTABILITY:
N/A
NATURE AND SCOPE:
Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.
PRINCIPAL ACCOUNTABILITIES:
- Provide Tier 1 technical support via phone, email, chat, or in person support to resolve issues and provide courteous and knowledgeable assistance with questions.
- Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed.
- Perform installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
- Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
- Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures.
- Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
- Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow.
- Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
- May frequently position self to maintain computers/pull cords under desks and in server closets.
- Train users in technical aspects of systems and business processes.
- Perform other job-related duties as assigned.
CORE COMPETENCIES:
- Ability to work onsite in Washington, DC.
- Ability to provide executive level support to AVPs, VPs, EVPs.
- Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.
- Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
- Ability to communicate effectively orally and in writing with a diverse population. Must be detail oriented and organized.
- Ability to exercise discretion and ensure a high-level of confidentiality.
- Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support.
- Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices.
- CompTIA A+ Certification or equivalent is required.
- Experience using ServiceNow ITSM or similar system is required.
- ITIL V4 or V5 Foundations Certification is a plus.
- Additional CompTIA Certs (Network+, Security+, etc.) is a plus.
MINIMUM QUALIFICATIONS
Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.
Compliance Salary Range Disclosure
Expected Salary Range: $45,000 - $51,600
See All 9 Mid Level Help Desk Assistant Jobs
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Mid Level Help Desk Assistant Jobs: Frequently Asked Questions
How do I get a mid level help desk assistant job?
Position your experience around ownership, not just task completion. Highlight tickets you resolved independently, processes you improved, and situations where you trained or guided others. Employers at this level want candidates who can handle escalations without hand-holding, so lead your resume and applications with concrete examples of scope and autonomy, not just a list of tools you have used.
Which companies hire mid level help desk assistants?
Companies hiring mid level help desk assistants right now include Software Technology, Jobot, and BCS365, based on current listings on Migrate Mate as of November 2026. Organizations at this level tend to be large enough to have tiered support structures, making room for mid level specialists who handle escalations and mentor tier-one staff.
Are there remote mid level help desk assistant jobs?
Yes, though availability varies by employer and industry. About 0% of mid level help desk assistant openings are remote or hybrid as of November 2026, reflecting broader adoption of distributed support teams. Roles requiring hands-on hardware troubleshooting or on-site system access are more likely to be fully on-site, while software and account support positions carry stronger remote flexibility.
How do I move up to a mid level help desk assistant role?
Moving from entry level to mid level takes deepening your technical range and demonstrating that you can work without close supervision. Focus on mastering your organization's core systems, volunteering for complex or cross-team tickets, and documenting your resolutions so others can follow your process. Consistently taking ownership of problems from intake to close, and showing measurable impact like reduced resolution times, signals readiness for mid level responsibility.
Which industries hire the most mid level help desk assistants?
Mid Level help desk assistant roles concentrate in Technology & Software, Education, and Staffing & Recruiting, based on current listings on Migrate Mate as of November 2026. These sectors tend to run large internal user bases or customer-facing platforms that require experienced support staff who can handle escalations and maintain service quality under consistent demand.