IT Support / Help Desk Technicians

The Department of Biochemistry IT team is looking for an IT Helpdesk Technician to support the Department’s research and educational mission. This position will be first line technical support for our faculty, students, and staff. We support a broad array of devices and services, leveraging both University provided solutions, as well as specialized hardware and software to enable research., * Provide timely support services to employees with first-level technical problems and information technology issues involving desktop, laptop, or network services.

• Create and track help desk tickets in the system to ensure prompt and satisfactory resolution to issues.
• Install and support licensed and internal software/hardware.
• Track computer hardware and software assets.
• Assist with provisioning/deprovisioning access and accounts.
• Maintain printers and coordinate service repairs.
• Repair/troubleshoot desktop and laptop computers, printers, monitors, etc.
• Escalate issues as necessary to tier 2/manager or appropriate team/group.

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience). Department may hire employee at one of the following job levels: IT Support / Help Desk Technician, I: Requires little to no related experience. IT Support / Help Desk Technician, II: Requires at least 1 year of related experience. IT Support / Help Desk Technician, III: Requires 3+ years of related experience. IT Support / Help Desk Technician, IV: Requires 5+ years of related experience.

Preferences

• Some familiarity with Windows and macOS, especially troubleshooting common issues
• Experience using ticketing systems (e.g. ServiceNow, Jira, etc)
• Some familiarity with OS command lines (cmd, powershell, bash, zsh, etc)