Helpdesk Technician

As a part of a diverse community of faculty and staff who represent many faith systems and worldviews, Marian University is seeking qualified applicants for a customer-focused, technically skilled Helpdesk Technician to provide first-level technical support to faculty, staff, and students. This position is responsible for troubleshooting hardware, software, network connectivity, and technology-related issues while delivering timely, professional, and effective customer service.

The Helpdesk Technician plays an important role in supporting the University's academic and administrative operations by maintaining reliable access to technology resources and assisting users in resolving technical challenges.

Essential Duties and Responsibilities:

• Actively engage the Catholic Franciscan mission and identity of Marian University by modeling the Franciscan Sponsorship Values and honoring the legacy of the founding congregation through transformative education, unity in diversity, leadership through service, integrating faith and life, and institutional policies.

• Technical Support and Troubleshooting — 40%
• Helpdesk Ticket Management and Customer Service — 25%
• Equipment Setup, Installation, and Maintenance — 20%
• Account Access and Technology Security Support — 10%
• Documentation, Training, and Continuous Improvement — 5%

University Expectations:

• Knowledge of and commitment to the mission of Marian University
• Adheres to Marian University’s policies and procedures.
• Shows courtesy and respect in interactions with fellow employees, students, subordinates, and supervisors
• Excellent communication and interpersonal skills. 
• Demonstrated ability to be self-motivated and able to work independently with colleagues throughout the university and in the community.
• Provide responsive, courteous, and professional technical support to all members of the University community.
• Demonstrate accountability by consistently following through on assigned requests and responsibilities.
• Maintain confidentiality and exercise sound judgment when accessing University systems and information.
• Communicate effectively with users, colleagues, and supervisors.
• Manage competing priorities and resolve technical issues in a timely and organized manner.
• Work collaboratively with other IT team members to ensure continuity of services.
• Demonstrate initiative, adaptability, and a willingness to learn new technologies.
• Maintain accurate documentation and follow established IT procedures.
• Support Marian University's mission and Franciscan values through respectful interactions, responsible stewardship of resources, and a commitment to service.

Required Qualifications:

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or an equivalent combination of education and relevant experience.
• Minimum of one year of experience in technical support, helpdesk services, desktop support, or a related technology role.
• Working knowledge of Windows operating systems, Microsoft 365 applications, and common computer hardware.
• Basic understanding of computer networking, wireless connectivity, and troubleshooting principles.
• Ability to diagnose and resolve common technical issues independently.
• Strong customer service, interpersonal, and written and verbal communication skills.
• Ability to organize work, manage multiple requests, and maintain accurate documentation.
• Ability to work both independently and collaboratively in a team environment.

 Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Previous technical support experience in a higher education environment.
• Experience with IT service management or helpdesk ticketing systems.
• Familiarity with Microsoft Entra ID, Active Directory, and account management processes.
• Experience supporting classroom technology, audiovisual systems, and learning management systems.
• Familiarity with endpoint management, device deployment, and remote support tools.
• CompTIA A+, Network+, or Microsoft-related certifications.
• Knowledge of cybersecurity best practices and data privacy considerations.

Review of applications will begin immediately and continue until the position is filled.  

For Consideration All Applications Require: 

1. Cover Letter
2. Current resume or CV
3. Contact information of three professional references.  The reference contact information must be entered after the application is submitted in the "My Presence" section of the applicant profile.
4. Responses to the supplementary mission & identity questions.

Please Review Marian University’s Mission & Identity Statement before responding to the supplementary questions on your application: 

https://www.marian.edu/faith 

Essential Functions:
Work hours necessary to perform job requirements satisfactorily on a regular basis.  Manage absence from work in responsible manner to ensure service to clients, work teams, and coworkers.  Comply with Marian University policies and practices and seeking clarification of them when necessary.

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use their hands to handle or feel objects, equipment, or controls; and talk or hear.  The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Limitations and Disclaimer:
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and States Laws.

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.  Continued employment remains on an “at-will” basis.

Marian University is an Equal Opportunity Employer. All individuals, including minorities, women, individuals with disabilities, and veterans are enc