Help Desk Technician
Role details
Job location
Tech stack
Job description
We are seeking a customer-focused and technically skilled IT Support Technician to provide first and second-tier technical support in a fast-paced environment. This role supports faculty, staff, and end users through phone, email, walk-in, remote, and field support while ensuring exceptional customer service and timely issue resolution., * Provide Tier 1 and Tier 2 technical support via phone, email, walk-ins, remote desktop, and onsite support
- Resolve technical issues on first contact whenever possible
- Troubleshoot hardware, software, network connectivity, login/authentication, and peripheral issues
- Support both Windows and Mac environments
- Provide support for NEC PBX and Cisco VoIP phone systems
- Perform Moves, Adds, and Changes within Pinnacle Call Management System
- Open, document, track, and update tickets within ServiceNow or other ticketing systems
- Monitor and respond to support requests, voicemails, and self-service tickets in a timely manner
- Escalate complex issues to senior technicians or engineers as needed
- Identify widespread outages or recurring issues and communicate appropriately
- Deploy, retrieve, configure, and support IT assets including laptops, desktops, and peripherals
- Transfer user data and assist with onboarding and setup of new equipment
- Provide end-user training and demonstrations for supported technologies
- Assist with classroom technology support and equipment reservations
- Support POS/Micros cash register systems
- Collaborate with internal IT teams on projects, testing, and process improvements
- Assist in creating documentation, procedures, and knowledge base articles
- Provide mentoring and guidance to student assistants or junior technicians
- Deliver weekly status updates regarding projects, accomplishments, and challenges
Requirements
Do you have experience in macOS?, The ideal candidate has strong PC and Mac troubleshooting skills, excellent communication abilities, and a positive, professional attitude. This individual must be self-motivated, patient when solving technical issues, and comfortable supporting a diverse user base., * 1-2 years of experience in a Help Desk, Desktop Support, or IT Support role
- Strong customer service and interpersonal communication skills
- Basic to intermediate knowledge of PC and Mac operating systems
- Experience troubleshooting hardware, software, and networking issues
- Understanding of:
- Active Directory
- TCP/IP networking
- User account authentication
- Remote support tools
- Experience with ticketing systems such as ServiceNow
- Ability to prioritize tasks and work independently in a fast-paced environment
- Strong organizational and documentation skills
- Professional demeanor with a positive and team-oriented attitude
Preferred Qualifications
- Experience supporting Cisco VoIP or NEC PBX systems
- Experience with classroom technology support
- Experience deploying and imaging computers
- Familiarity with POS/Micros systems
- Exposure to server support concepts in Windows and Mac environments, * Energetic, dependable, and self-motivated
- Patient and calm under pressure
- Passionate about helping users and solving technical problems
- Comfortable working independently and collaboratively
- Strong communicator with exceptional customer service skills
Work Environment
- Fast-paced IT support environment
- Combination of desk-side, remote, and field support
- Frequent interaction with staff, faculty, students, and leadership
- Opportunity to participate in IT projects and professional development initiatives
Benefits & conditions
5.05.0 out of 5 stars San Francisco, CA 94117 $24 - $25 an hour - Contract