Senior IT Support Technician

• Deliver customer-facing Tier 2 IT support for HJF-supported USU centers, serving as the primary escalation point for complex issues; triage, troubleshoot, and resolve incidents/requests while setting clear expectations, providing timely updates, and ensuring an excellent customer experience.
• Lead daily service desk operations by coordinating work across the team, monitoring queues and SLAs, coaching on customer communication and documentation standards, and identifying recurring issues to improve service quality and reduce repeat incidents.
• Support organizational convening by managing conference room and meeting technology (e.g., audio/visual, conferencing platforms, control systems); prepare rooms for events, respond to live support requests, and partner with stakeholders to deliver reliable, user-friendly meeting experiences.
• Partner with Network Infrastructure and Systems Engineering teams to drive resolution of recurring and high-impact incidents; provide clear problem statements, coordinate troubleshooting, communicate progress to customers, and confirm service restoration and user satisfaction.
• Coordinate with technology vendors to procure, repair, and troubleshoot equipment; manage communications, track service/quotes, and ensure timely delivery and quality outcomes that meet customer needs and organizational standards.
• May perform other duties and responsibilities as assigned or directed by the supervisor. This may include attendance at and participation in required training for the role.

Supervisory Responsibilities

• Assigned Lead: May recommend the following: employee hiring, disciplinary action, and starting salaries; provide input on employee performance evaluations.

Join the HJF Team!

HJF is seeking a Senior IT Support Technician to perform as a customer-facing Team Lead, providing advanced (Tier 2) end-user support to HJF-supported USU center staff and other internal customers, ensuring a professional, responsive, and service-driven experience. Owns complex and escalated incident/request resolution using ITIL best practices, prioritizing workload to meet established SLAs. Leads day-to-day support operations, coordinating resources, and documenting outcomes. Manages endpoint lifecycle activities from procurement through deployment, maintenance, and retirement; independently troubleshoots hardware/software issues across endpoints, peripherals, lab equipment, and IoT devices; and serves as the primary point of contact for conference room and meeting technology.

This position will be in support of USU Centers, specifically CPDR, MCC, and IDCRP.

The Henry M. Jackson Foundation for the Advancement of Military Medicine (HJF) is a nonprofit organization dedicated to advancing military medicine. We serve military, medical, academic and government clients by administering, managing and supporting preeminent scientific programs that benefit members of the armed forces and civilians alike. Since its founding in 1983, HJF has served as a vital link between the military medical community and its federal and private partners. HJF's support and administrative capabilities allow military medical researchers and clinicians to maintain their scientific focus and accomplish their research goals.