IT Help Desk Technician

Job Title: IT Help Desk Technician

Department: Information Technology Services

Reports To: Director of IT

FLSA status: Full-Time / Hourly

Position Summary

We are seeking a motivated and detail-oriented technician to join our campus IT team. This entry-level role supports the setup, maintenance, and troubleshooting of printers, classroom technology, help desk support, and AVL systems across campus. The ideal candidate is a quick learner with a passion for technology and a commitment to excellent customer service.

Key Responsibilities

Printer Support

• Install, configure, and maintain campus printers and multifunction devices
• Monitor printer performance and manage consumables (toner, paper, etc.)
• Respond to service requests and troubleshoot hardware/software issues working with print vendor for service issues

Classroom Technology

• Assist with setup and maintenance of classroom equipment (projectors, smart boards, document cameras, etc.)
• Support faculty and staff with technology-related classroom needs
• Perform routine checks to ensure classroom tech is functioning properly
• Structured cabling as needed to support classroom technology

AVL Systems

• Assist with set up and operate audio/visual equipment for campus events, lectures, and presentations
• Assist with lighting and sound system configuration and troubleshooting
• Support live streaming and recording setups as needed

What We Offer

• Hands-on experience in a collegiate IT environment
• Opportunities for professional development and training
• Collaborative and supportive team culture
• Access to campus amenities and benefits
• Educational discounts after 1 full year of service

Competencies                     

To perform the job successfully, an individual should demonstrate the following competencies :

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Social Skills- Being aware of others’ reactions and understanding why they react as they do; adjusting actions in relation to others’ actions. 

Qualifications

• High school diploma or equivalent required; associate degree or technical certification preferred
• Basic understanding of IT hardware and software
• Familiarity with printers, AV equipment, and classroom tech is a plus
• Strong problem-solving and communication skills
• Ability to lift and carry equipment (up to 50 lbs) and work in various campus locations
• Willingness to learn and grow within a dynamic team environment
• A+ or Network+ Certifications is a plus

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

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 for lengths of time at a desk. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision and 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. The noise level in the work environment is usually quiet.