Help Desk Level I Technician

The Help Desk Technician provides technical support to faculty, staff, and students by managing hardware, software, and network-related issues. This role involves troubleshooting devices, overseeing endpoint management, across Mac and Windows operating systems. The Technician collaborates with offices across the College, ensuring efficient operation of endpoint technology. The position also supervises student workers, guiding them on tasks such as equipment management and software troubleshooting., * Provides end-user support for hardware and software issues on Mac and Windows devices.

• Manages and resolves support tickets through troubleshooting common applications and network configurations.
• Collaborates with offices across the College on software deployment and hardware rollouts.
• Oversees device maintenance, including operating system updates, driver installations, and application deployments.
• Manages asset tracking and inventory for IT hardware.

Additional Responsibilities

• Supports development of technical documentation and user-friendly guides for system processes and device management.
• Ensures endpoint security by implementing security patches and managing device access.
• Provide telephone support and assist with troubleshooting network connectivity issues.
• Supports events and special projects by managing technical setups and equipment.
• Other duties as assigned by supervisor.

• Bachelor’s degree or equivalent combination of education and experience.
• A minimum of 1 -2 years of IT support experience, focusing on Mac and Windows environments.
• Ability to manage multiple projects and deadlines effectively.
• Exceptional customer service skills and the ability to communicate technical information clearly.
• Strong written and verbal communication skills

Physical and Cognitive Requirements

• Moderately sedentary, involving periods of sitting and computer use.
• Frequent verbal and written communication required.
• Capacity to organize and synthesize detailed information.
• Regular use of hand tools for equipment installation and maintenance.
• Frequent walking/standing and occasional work in confined spaces required.
• Occasional lifting and moving of equipment weighing up to 50 pounds., * CompTIA certifications (e.g., Security+, Network+).
• Familiarity with cloud computing, virtualization, and cybersecurity best practices.
• Understanding of project management principles and documentation skills.