HELP DESK TECHNICIAN

Provides first-level technical support to Brazosport College faculty, staff, and students. Responds to helpdesk requests via phone, email, and remote tools. Resolves common hardware, software, and account access issues. Escalates complex problems to senior technical staff. Supports the department's Student Success initiatives., * Receive, log, and triage helpdesk requests via phone and email for technical support related to computers, printers, phones, and classroom technology.

• Provide first-level troubleshooting and support for desktop applications, login issues, and hardware peripherals; escalate issues as needed.
• Assist users with password resets, account lockouts, and other common user access issues.
• Monitor helpdesk ticket system and update documentation as needed.
• Provide front-line support via phone, email, live chat, and walk-ins; assist faculty, staff, and students with basic technical issues; coordinate event coverage including AV support (e.g., microphones, cameras, lighting); assist with setup, troubleshooting, and logistics on campus or at off-site events.
• Set up and test basic computer hardware and peripherals in labs or offices under supervision.
• Maintain professional communication with end-users and deliver excellent customer service in a timely and courteous manner.
• Support student workers and collaborate with team members to complete assigned projects.
• Performs other duties of a similar nature or level as assigned.

• High school diploma or equivalent required;
• None. Six (6) months of experience in a customer service or IT support environment preferred.
• Effective communication and interpersonal skills with an emphasis on working with customers experiencing varying levels of stress and frustration.
• Basic maintenance of desktop and laptop PC's; current server and desktop applications; academic applications. Knowledge of Microsoft Applications.
• Produce documents that effectively communicate information to an end user including training manuals and procedures. Business "writing for results" with an emphasis on e-mail writing.
• Strong positive customer service skills., * Associate's degree in a computer-related field preferred.