IT Help Desk Technician

The IT Help Desk Technician serves as the primary point of contact for technology support for faculty, staff, and students at the College. This position provides first level technical assistance, troubleshooting, and customer service for computer hardware, software, classroom technology, and campus systems. The IT Help Desk Technician supports teaching, learning, and administrative operations while maintaining a high standard of professionalism, service quality, and information security., 1. Serve as the first point of contact for IT support requests via ticketing system, phone, email, and in person assistance.

2. Provide timely, courteous, and effective technical support to faculty, staff, and students with varying levels of technical proficiency.
3. Install, configure, troubleshoot, and maintain desktop and laptop computers, printers, and peripherals.
4. Diagnose and resolve issues related to operating systems, software applications, and college supported technologies.
5. Assist users with account access issues, including password resets and authentication, in accordance with security policies.
6. Support classroom and instructional technology, including projectors, computers, and audio visual equipment.
7. Respond to classroom technology issues during instructional hours as assigned.
8. Accurately document service requests, troubleshooting steps, and resolutions in the IT ticketing system.
9. Escalate complex or unresolved issues to appropriate IT staff while maintaining ownership of the request.
10. Assist with technology deployments, refresh cycles, inventory tracking, and IT projects as assigned.
11. Follow all College policies related to information security, FERPA, acceptable use, and data privacy.
12. Maintain confidentiality of sensitive student, employee, and institutional information.
13. Attend required training sessions and departmental meetings.
14. Perform other related duties consistent with the scope of the position.

1. Associate's degree in information technology, Computer Science, or a related field, or an equivalent combination of education and relevant experience. Bachelor's degree preferred.

2. Working knowledge of Windows operating systems and common desktop applications.

3. Strong customer service orientation with the ability to communicate technical information clearly to non-technical users.

4. Ability to troubleshoot hardware, software, and basic network issues using a logical and methodical approach.

5. Ability to work effectively with a diverse campus community, including students, faculty, and staff.

6. Ability to maintain confidentiality and comply with FERPA, data privacy, and institutional policies. KNOWLEDGE, SKILLS, AND ABILITIES

7. Experience providing IT support in a higher education or public sector environment.

8. Familiarity with Microsoft 365, learning management systems, and enterprise IT environments.

9. Experience using IT ticketing systems and remote support tools.

10. Relevant technical certifications (e.g., CompTIA A+, Microsoft).