Help Desk Technician job in Montevallo

The Help Desk Technician serves as the first point of contact for faculty, staff, and students seeking technical assistance. This role provides both traditional help desk support and hands-on classroom technology support, ensuring instructional spaces are fully functional and ready for teaching.

This position plays a critical role in supporting the academic mission by maintaining reliable classroom technology, assisting faculty with instructional tools, and delivering high-quality customer service.

Essential Job Duties

1. Provide front-line technical support via phone, email, walk-in, and ticketing system
2. Deliver excellent customer service with clear communication and professionalism
3. Assist faculty, staff, and students with technical issues in real time, including in-class support
4. Provide support for classroom technology including projectors, displays, control systems (e.g., Extron), document cameras, and audio systems
5. Respond to urgent classroom calls to ensure minimal disruption to instruction
6. Assist faculty with connecting devices, using presentation tools, and troubleshooting AV issues
7. Perform routine checks of classroom technology to ensure readiness
8. Coordinate and support setup events, presentations, and special academic needs
9. Document classroom issues and escalate complex AV problems as needed
10. Log, categorize, and prioritize incidents and service requests in the ticketing system (e.g., KACE or similar)
11. Maintain accurate documentation of issues, resolutions, and follow-ups
12. Monitor ticket queues and ensure timely resolution or escalation
13. Troubleshoot and resolve issues related to Windows and macOS systems
14. Support Microsoft 365 and other campus applications
15. Assist with hardware troubleshooting, device setup, and imaging
16. Provide basic support for printers, mobile devices, and peripherals

Additional Duties

1. Assist with account access, password resets, and multi-factor authentication (MFA)
2. Support systems such as email, LMS (e.g., Canvas), and administrative platforms
3. Guide users on self-service tools and system access
4. Escalate advanced technical or AV issues to appropriate IT or AV specialists
5. Collaborate with Academic Support, Infrastructure, and other IS&T teams
6. Communicate status updates clearly to users and stakeholders
7. Create and maintain knowledge base articles and classroom support guides
8. Identify recurring classroom or help desk issues and recommend improvements
9. Assist in developing standardized classroom technology procedures
10. Other duties as assign Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned. The individual holding this position will serve as a representative of the University and, as such, shall promote a positive impression by demonstrating a collegial and professional customer-service approach at all times., The physical activities required for this position involve: Standing: Under 1/3 of the time walking: Under 1/3 of the time sitting: Over 2/3 of the time using hands: Over 2/3 of the time reaching with hands and arms: Over 1/3 of the time climbing or balancing: Under 1/3 of the time stooping, kneeling, crouching, or crawling: Under 1/3 of the time talking or hearing: Over 2/3 of the time. This position requires lifting: Up to 10 pounds: Over 2/3 of the time Up to 20 pounds: Over 1/3 of the time Up to 50 pounds: Under 1/3 of the time. This position has the following special vision requirements: &bull Close vision (clear vision at 20 inches or less). &bull Distance vision (clear vision at 20 feet or more). &bull Color vision (ability to identify and distinguish colors). &bull Peripheral vision (ability to observe an area that can be seen up or down or to the left and right when vision is fixed on a given point). &bull Depth perception (three-dimensional vision, ability to judge distances and spatial relationships). &bull Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

• Strong customer service and communication skills
• Ability to remain calm and responsive in urgent classroom situations
• Ability to explain technical concepts to non-technical users
• Strong organizational and multitasking abilities
• Team-oriented with a proactive approach to problem-solving

Education and Experience

Associate’s degree in Information Technology, AV Technology, or related field Bachelor’s degree preferred. Education substituted for experience? Yes

This position requires: 1-3 years of experience in help desk, technical support, or AV support strong troubleshooting and customer service skills Experience substituted for education? Yes

Licenses, Certification or Registrations, * Experience supporting classroom or instructional technology in higher education

• Familiarity with AV systems (e.g., Extron, Crestron, or similar)
• Experience with ticketing systems (e.g., KACE)
• Knowledge of Microsoft 365, Windows, and macOS
• Experience with LMS platforms (e.g., Canvas)
• Familiarity with MFA tools (e.g., Duo)

Working Conditions

• Primarily on-site with frequent movement between buildings/classrooms
• May require early morning, evening, or occasional weekend support
• Ability to lift and move equipment (up to ~25-40 lbs)
• Fast-paced environment, especially during class transitions and semester start