Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

$37,440.0 - $45,760.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Microsoft Windows Software Applications Cyber Security Computer Literacy Desktop Computing Multi-Factor Authentication Peripherals Computer Equipment Information Technology

Job description

• Help Desk Support: Answer incoming IT support calls, respond to requests for assistance, and provide friendly, professional customer service to faculty, staff, and students.
• Ticket Documentation: Create, update, and maintain help desk tickets by accurately recording user information, reported issues, troubleshooting steps, and resolutions.
• Basic Technical Troubleshooting: Assist users with common computer, software, printing, and Microsoft 365 issues using established troubleshooting procedures and guidance from experienced IT staff.
• Password & Account Assistance: Help users with routine password resets, account access, and multifactor authentication issues by following approved IT procedures.
• Remote User Assistance: Guide users through basic troubleshooting steps over the phone, through email, or using approved remote support tools.
• Ticket Monitoring & Follow-Up: Monitor assigned support requests, provide updates to users, and follow up to ensure issues are addressed in a timely manner.
• Issue Escalation: Recognize when technical problems require additional expertise and escalate them to appropriate IT personnel with clear documentation.
• Employee Technology Support: Assist with basic technology-related onboarding and offboarding tasks, including preparing equipment and following established account setup procedures.
• Basic Equipment Support: Assist with connecting computers, monitors, keyboards, printers, and other peripherals as needed.
• Documentation & Procedures: Follow established IT procedures, use available knowledge base resources, and assist with maintaining accurate support documentation.
• Information Security: Follow College technology and information security policies, protect confidential information, and report potential security concerns to appropriate IT personnel.
• Professional Development: Participate in training opportunities, learn new technologies, and develop technical troubleshooting skills while working alongside experienced IT staff.

Requirements

• High school diploma or equivalent.
• Basic familiarity with computers, Microsoft Windows, and common software applications.
• Basic understanding of computer hardware, peripherals, and everyday technology troubleshooting.
• Strong communication, interpersonal, and customer service skills.
• Ability to follow instructions, document information accurately, and learn new technical procedures.
• Good organizational skills and ability to manage multiple requests in a fast-paced environment.
• Willingness to learn, ask questions, and work collaboratively with other IT team members., The ideal candidate will have an interest in information technology and a desire to develop technical skills in a professional support environment. Coursework, technical training, or an associate degree in Information Technology, Computer Information Systems, or a related field is preferred but not required. Familiarity with Microsoft 365, basic computer troubleshooting, or help desk ticketing systems is beneficial. Previous experience in customer service, technical support, or assisting others with technology is also valued. Candidates who demonstrate strong problem-solving abilities, a positive attitude, and a willingness to learn are encouraged to apply.

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