Service Desk Technician

This position serves as a technical resource within the Office of Information Technology, responsible for facilitating delivery of desktop support and technical client services for faculty, staff, and administrative departments across the University. The role provides advanced technical support while coordinating and guiding end-user technology initiatives, ensuring the effective delivery of reliable, secure, and efficient technology services.

The incumbent will provide technical client service support to projects including workstation deployments, system upgrades, hardware lifecycle management, and technology implementation efforts. The position works closely with IT leadership and cross-functional technology teams to plan, coordinate, and execute projects that support institutional operations and enhance the end-user computing environment.

In addition to providing advanced troubleshooting and issue resolution for complex hardware, software, and network-related issues, the role serves as a technical liaison between campus clients and IT teams, ensuring that technology solutions align with University standards, security requirements, and operational needs.

The position requires strong analytical, organizational, and communication skills, along with the ability to lead technical initiatives, manage competing priorities, and provide exceptional customer service. The employee is expected to exercise sound judgment, demonstrate leadership in service delivery, and contribute to continuous improvement of technology support services across the University.

Essential Duties & Responsibilities

1. Technical Client Services Support and Project Support

Support technical client service initiatives supporting faculty, staff, and administrative departments across multiple campuses.

Coordinate and manage end-user technology projects including workstation deployments, system upgrades, hardware refresh cycles, and service improvements.

Serve as the technical liaison between departmental clients and the Office of Information Technology to ensure alignment with institutional technology standards.

Guide project planning, timelines, and deliverables for desktop support and end-user technology initiatives. Monitor project progress, resolve technical barriers, and ensure service delivery goals are met.

1. Advanced Technical Support & Escalation Management

Provide senior-level troubleshooting and resolution for complex hardware, software, and network-related technical issues escalated from help desk or support staff.

Analyze recurring technical problems and implement long-term solutions to improve reliability and service efficiency. Coordinate vendor support, warranty services, and specialized repairs when required.

1. Systems Deployment, Configuration & Technology Implementation

Support the installation, configuration, and deployment of desktop hardware, operating systems, and software applications. Maintain standardized system images and ensure compliance with University IT security and configuration standards. Coordinate system roll-outs and technology upgrades across departments.

1. Client Engagement & Technology Consultation Provide technical consultation to departments regarding computing solutions, hardware procurement, and technology best practices.

Assess departmental technology needs and recommend solutions that support operational goals and security standards. Deliver user training and orientation on supported systems and applications. Support the ticket management processes to ensure issues are documented, tracked, and resolved within established service levels.

1.Must have a bachelor’s degree or commensurate experience. 2.The successful applicant must possess a minimum of 2-4 years of Desktop Support and/or Help Desk experience in a corporate or higher education environment supporting both office-based and remote end-users.

1. Candidate must have good communication and troubleshooting skills, the ability to multi-task in a demanding environment, and customer service skills. 4.Candidate must have hands-on experience in the following areas:

• Hardware support of Intel based desktop and laptop computers
• Hardware support of network and local printers
• Desktop/laptop imaging solutions
• Support of Microsoft Windows XP, Vista, Windows 7 and Windows 10, Windows Server 2003, Windows Server 2008, Microsoft Outlook and Microsoft Office, Unix/Linux, Apple Mac OSX
• Experience in installing Adobe products in Windows and MAC environment
• Implementation and support of anti-virus solutions
• Experience with handheld devices to include IOS (iphones/ipads) and/or Android based devices