Helpdesk Technician

The primary responsibility of the Helpdesk Technician is to provide the campus community with front-line coverage as an initial point-of-contact for hardware and software support. This includes installing, diagnosing, repairing, maintaining and upgrading all end user equipment to ensure optimal performance. The helpdesk technician will provide assistance and training (in person, remotely (telephone/Teams,) or via email) to faculty, staff, and students. Additionally, this role covers support for IT related campus events and setups and may require overseeing IT work-aid students., * Oversee and maintain campus-wide IT helpdesk ticketing system, as well as escalating support queries to other IT personnel as appropriate.

• Answer helpdesk phone calls and provide both on-site and remote support by troubleshooting and resolving hardware, software, printer, connectivity, phone and messaging systems issues.
• Maintain clear lines of communication, acceptable levels of service and timely follow-ups.
• Assist in the creation and deployment of self-service training materials for employees and students, as well as general administrative needs relating to passwords, application access and end-user training.
• Maintains the IT equipment inventory that consist of various company-owned equipment, devices and technical paraphernalia.
• Continually contribute to the overall success of the Office of Instructional and Information Technology by performing all other duties as assigned by IT management.
• Remain competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by IT management.

Do you have experience in macOS?, Do you have a Bachelor’s degree?, * A Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or similar is preferred.

• Experience working in an end-user support role is required. Experience working in a college or university environment is preferred.

Knowledge, Skills and Abilities:

• Strong verbal and written communication, organizational, and planning skills
• Ability to effectively communicate and collaborate with diverse constituencies with varying levels of technical knowledge
• Effective interpersonal, organizational and team-building skills
• Must be motivated to continually gather and explore new information on technologies to further expand the service offerings provided to campus constituencies
• Knowledge and proficient experience with various information technology areas, including but not limited to:
• Windows desktop OS
• MacOS
• iOS
• Android
• Microsoft Office suite
• Basic end-user network troubleshooting to include TCP/IP configuration
• Cable tracing / termination
• AV systems to include LCD displays, projectors, audio amplifiers, microphones, speakers and related cabling.