Help Desk Technician

The Help Desk Technician provides first-level technical support for staff, faculty, and students by responding to IT-related issues in a timely and professional manner. This role is responsible for troubleshooting hardware, software, and network issues, maintaining accurate records of support requests, and escalating complex issues as needed. The Help Desk Technician plays a key role in ensuring the smooth operation of technology resources across the organization.

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
   
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, mobile devices, and classroom technology.
   
• Provide support for account access, password resets, and permissions management.
   
• Assist with setup, configuration, and deployment of new hardware and software.
   
• Maintain accurate documentation of issues, troubleshooting steps, and resolutions in the help desk ticketing system.
   
• Escalate complex or unresolved issues to higher-level IT staff as appropriate.
   
• Provide basic training to users on common applications, systems, and IT best practices.
   
• Support the maintenance of IT equipment inventory, including hardware, software licenses, and peripherals.
   
• Ensure compliance with organizational policies, security standards, and data privacy regulations.
   
• Participate in scheduled on-call rotations or after-hours support, as needed.

Education & Experience

• Associate’s degree in Information Technology, Computer Science, or related field; or equivalent combination of education and work experience.
   
• 1–2 years of experience in IT support or customer service preferred.
   

Skills & Competencies

• Strong knowledge of Windows and/macOS/ and ChromeOS operating systems.
   
• Familiarity with Microsoft 365, Google Workspace, Zoom, Adobe, and common productivity applications.
   
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
   
• Excellent problem-solving and troubleshooting skills.
   
• Strong communication and interpersonal skills with a customer service mindset.
   
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
   

Willingness to learn and adapt to new technologies. Any general understanding in Mobile Device Management Systems and network printing are a plus.