Technician - Desktop Support

Summary : Technology Services provides customer-focused technical support services that ensure reliable access to technology resources for students, faculty, and staff. The technician is responsible for delivering technology assistance through incident response, request fulfillment, troubleshooting, problem resolution, and technical guidance. This position supports the installation, configuration, maintenance, and effective use of college-supported hardware, software, devices, accounts, and workplace technologies. The technician works collaboratively with other Technology Services teams to maintain service quality, enhance operational efficiency, and support the college’s teaching, learning, and administrative missions.

Compensation for the Technician - Service Desk and Technician - Desktop Support is $18.79-22.69 an hour.

Essential Functions : This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed while in other cases related duties may also be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide technical support and customer service for college-supported technologies.
• Diagnose, troubleshoot, and resolve technology incidents and service requests.
• Document, track, and manage requests through established service management processes.
• Communicate effectively with users regarding issues, resolutions, and service status.
• Escalate and coordinate resolution of complex technical problems. Identify service trends and contribute to continuous improvement initiatives.
• Develop and maintain support documentation and knowledge resources.
• Support technology implementations, upgrades, and operational activities.
• Collaborate with technology teams and stakeholders to ensure effective service delivery.
• Maintain current technical knowledge and contribute to team development.
• Perform related duties as required.

• Associate’s degree and one year of direct technical phone support OR two years of direct technical phone support.
• Experience supporting Microsoft Windows operating systems and O365 applications.
• Experience using service management or ticketing systems to document, track, and resolve service requests.
• Demonstrated ability to communicate technical information effectively to individuals with varying levels of experience.

Desktop Support Technician

• Associate’s degree and two years of computer hardware, software, or multimedia support OR four years direction technical support experience.
• Demonstrated commitment to delivering exceptional customer service and continuous improvement.
• Valid driver’s license with acceptable driving record.
• Demonstrated proficiency supporting Microsoft Windows, O365, and identity management technologies.
• Experience working within a complex Active Directory and Microsoft Entra ID environment.
• Experience with endpoint management tools, device deployment, and software installation.
• Strong interpersonal skills, including the ability to establish and maintain cooperative and professional working relationships with others., Service Desk Technician
• Working knowledge of computers, peripherals, mobile devices, and basic networking concepts.
• Experience supporting end users in a higher education environment.

Desktop Support Technician

• Applicable certifications such as HDI, A+, Network+, Security+, MCP, etc.
• Knowledge of ITIL service management concepts and incident management processes.
• Experience supporting end users in a higher education environment.

Pulled from the full job description

• Childcare
• 403(b)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance