> Markdown version of [/jobs/ext/3876840-help-desk-technician](https://www.wearedevelopers.com/jobs/ext/3876840-help-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - **Company:** Athens State University - **Location:** Athens, AL, United States - **Experience:** Experienced - **Salary:** $43,101.0 - $53,876.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Cyber Security, Information Systems, Learning Management Systems, Desktop Computing, Multi-Factor Authentication, Electronic Mailing, Web Browsers, Issue Tracking Systems, Microsoft Office, Software Tools, Software Engineering, Computer Equipment, Banner Advertisement - **Published:** October 22, 2026 - **Apply:** https://jobs.chronicle.com/apply/38052666/help-desk-technician?LinkSource=JobDetails ## About the Role * High School Diploma or GED * Strong computer hardware and software skills (troubleshooting hardware/software issues) including: Microsoft Office Suite, web browsers, online information systems, and electronic mail * Proficiency using Microsoft 365 * Strong critical thinking and problem solving skills * Excellent verbal and nonverbal communication skills * Strong organization and multi-tasking skills * Ability to provide great customer service and technical support to a diverse audience * Must be able to accommodate a flexible work schedule including early evenings and Sunday afternoons., * Associate's or Bachelor's Degree in technology-related field * Work experience in a higher education setting supporting instructional technologies such as learning management systems, online courses, lecture capture, online storage, and portals. * Experience using a work order ticketing system * Experience with developing instructional training materials on various topics, * Must be able to remain in a stationary position for 65% of the time * Occasionally performs duties that require spending time in low posture positions such as crawling, crouching, kneeling, and stooping * Must be able to adjust or move objects up to 25 pounds in all directions * Requires frequent communication * Frequently performs tasks that uses repeating motions of the wrists, hands, and/or fingers * Requires clarity of vision for frequent use of computers and other technological devices * After-hours and weekends may be required as needed ## Description The primary function of the Helpdesk Technician is to provide Tier 1 technical support for university systems, including the learning management system, instructional technologies, and desktop computing, for students, faculty, and staff., * Provide technical assistance to end-users by phone, email, online, and in-person. * Manage help desk ticket intake, capturing complete contact information and issue description, and assigning appropriate tier-level support per established protocols * Provide Tier 1 support, including intake resolution and in-depth troubleshooting of hardware, software, email, and learning management system issues, escalating network and Banner-related issues to the appropriate team. * Recommend and refine Tier 1 troubleshooting procedures based on recurring ticket patterns * Escalate unresolved issues to systems and network staff, with documented analysis of the problem and attempted resolutions * Create self-service materials to empower end-users to resolve common issues independently * Assist in the developing and updating of faculty, staff, and student orientation materials * Continuously build product knowledge and Tier 1 troubleshooting skills through hands-on work with university systems and required training * Provide backup support for desktop system deployment and management as needed * Deliver consistent, high-quality customer service by following established protocols and timelines, and by fostering a cooperative, collaborative atmosphere with the University community * Proactively identify and implement opportunities for process improvement, efficiency, and end-user empowerment in support of the University mission * Demonstrate flexibility and sound judgment - adapting to changing work scope, solving problems independently and collaboratively, and self-monitoring performance for continuous improvement * Follow established ITY service management practices for incident management, request fulfillment, documentation, escalation, and customer communication. * Assist users with account management, password resets, multifactor authentication enrollment, and access-related issues in accordance with university security policies. * Support university cybersecurity initiatives by promoting secure computing practices, identifying suspicious activity, and adhering to institutional security standards and procedures. * Perform other duties as assigned