Help Desk Technician I

The Helpdesk Technician Level 1 provides front-line technology support for faculty, staff, students, and campus guests. This position serves as the first point of contact for the Information Technology department by answering helpdesk phone calls, responding to support requests, troubleshooting technical issues, documenting incidents, and delivering excellent customer service., The Helpdesk Technician Level 1 supports a broad range of campus technologies, including computers, mobile devices, classroom technology, software applications, networking, printing systems, and audio/visual services. This position works closely with other IT team members to resolve issues, improve services, and support the university’s academic mission., * Provide first-level technical support through phone, email, remote assistance tools, and in-person interactions.

• Receive, document, prioritize, troubleshoot, and resolve support requests using the IT service management/ticketing system.
• Provide excellent customer service while maintaining professionalism, empathy, and a solutions-focused approach.
• Escalate complex technical issues to appropriate IT teams while maintaining communication with users throughout the resolution process.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.

Computer, Mobile Device, and Endpoint Support

• Install, configure, troubleshoot, and maintain desktop computers, laptops, tablets, and mobile devices.
• Provide hardware and software support for:
• Microsoft Windows operating systems
• Apple macOS
• Apple iOS devices

• Android mobile devices

• Assist with computer setup, deployment, replacement, and lifecycle management.
• Troubleshoot hardware issues involving desktops, laptops, monitors, docking stations, peripherals, and related equipment., * Provide support for commonly used academic and administrative applications, including:
• Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint, OneDrive, SharePoint)
• Adobe Acrobat
• Adobe Creative Cloud applications
• Web browsers and cloud-based applications

• Other university-supported software platforms

• Assist users with software installation, configuration, updates, and general usage questions.
• Provide guidance and basic training to help users effectively utilize technology resources.

Account and Access Support

• Assist users with login issues, password resets, multi-factor authentication (MFA), and account-related requests.
• Support secure access to university systems while following IT security policies and best practices.
• Educate users on cybersecurity awareness, including phishing prevention, password security, and safe computing practices.

Network and Connectivity Support

• Provide basic troubleshooting for wired and wireless network connectivity issues.
• Assist with endpoint network configuration and troubleshooting.
• Diagnose connectivity problems related to computers, mobile devices, printers, and classroom technology.
• Escalate advanced network issues to appropriate infrastructure teams.

Printing and Peripheral Support

• Support multifunction printers, copiers, scanners, and related software solutions.
• Troubleshoot printing issues, driver problems, scanning workflows, and user access concerns.
• Coordinate hardware repairs and vendor support when necessary.

Classroom and Audio/Visual Technology Support

• Provide technical support for classroom instructional technologies, including:
• Video projection systems
• Wireless presentation systems
• Interactive collaboration tools
• Web conferencing platforms

• Classroom computers and audio systems

• Assist faculty and staff with technology setup and troubleshooting before and during classes.

Event Technology Support

• Provide audio and video support for campus meetings, presentations, and special events.
• Assist with setup, testing, operation, and troubleshooting of event technology equipment.
• Support microphones, sound systems, displays, cameras, and streaming/conferencing technologies.

Additional Responsibilities

• Participate in IT projects, upgrades, deployments, and technology improvement initiatives.
• Maintain accurate inventory information for IT assets and equipment.
• Follow established IT procedures, security standards, and service expectations.
• Continuously develop technical knowledge and stay current with emerging technologies.
• Provide onboarding and orientation support for new users.

Help Desk, Help Desk, Information Technology & Information Systems, Identify Issues, Technical Support, Customer Support/Service, Documentation, Telephone Skills, Problem Solving Skills, Communication Skills, The ideal candidate is a customer-focused technology professional who enjoys problem solving, learning new technologies, and helping others succeed. This role requires strong interpersonal skills, patience, professionalism, attention to detail, and the ability to communicate technical information clearly to users with varying levels of technical experience., * Ability to lift, carry, and move computer equipment, printers, and related technology hardware weighing up to 40 pounds.

• Ability to perform physical tasks associated with technology support, including installing equipment under desks, connecting cables, setting up classroom technology, and relocating IT equipment.
• Ability to remain stationary or move throughout campus for extended periods while providing technical support.
• Ability to occasionally work outside normal business hours to support campus events, system maintenance, or technology projects., Required Skills and Abilities
• Excellent customer service and interpersonal communication skills.
• Strong written and verbal communication abilities.
• Ability to explain technical concepts clearly to non-technical users.
• Strong troubleshooting, analytical thinking, and problem-solving skills.
• Ability to manage multiple requests and prioritize tasks effectively.
• Ability to work independently and collaboratively within an IT team.
• Willingness to learn new technologies and expand technical skills.

Preferred Technical Experience Experience or familiarity with:

• Windows and macOS troubleshooting
• Microsoft 365 applications and services
• Mobile device support (iOS and Android)
• Basic networking concepts (Wi-Fi, IP addressing, connectivity troubleshooting)
• Audio/visual and classroom technology
• Endpoint management tools
• IT ticketing systems
• Cybersecurity best practices

Preferred Education, Certifications, and Experience

• Bachelor’s degree (BA/BS) in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent combination of education, technical certifications, and relevant experience will be considered.
• Previous experience providing technical support in a helpdesk, desktop support, customer service, or technology support environment preferred.
• Experience supporting users in an academic, higher education, or customer-focused environment preferred.
• Technical certifications preferred, including:
• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals certifications
• Apple support certifications
• Other related IT certifications

Ideal Candidate

The successful candidate will have a passion for technology, a commitment to exceptional service, and a desire to support teaching, learning, and innovation within a university environment. This individual will represent the IT department with professionalism, patience, and a commitment to helping the campus community succeed.

Employment is contingent upon the completion of a successful background check.

Candidates should demonstrate responsiveness toward and understanding of diverse student backgrounds. The successful candidate will demonstrate a commitment to the university’s mission to develop global citizens. Having the ability and willingness to work collegially is essential, as is an understanding of an interdisciplinary liberal arts curriculum., New employees must provide documents, on their first day, verifying identity and legal authorization to work in the United States. The list of acceptable documents can be found at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents.