Helpdesk Technician, Information Technology Services-26

Helpdesk Technician, Information Technology Services A1202P

The primary mission of the Information Technology Services Help Desk is to support campus users with hardware, software and network difficulties.  The Help Desk Technician works as a team member in the ITS department, but primarily with the ITS Help Desk, which consists of a Help Desk Coordinator, Help Desk Technicians, and student technicians.  The Help Desk Technician works with all ITS staff to diagnose and solve any problems as needed.  This may include both network and regular PC support problems.  The Help Desk is responsible for maintaining proper functionality of all the computer labs across campus.  Each person performs their own data entry into a work order tracking system.

Job Duties as Help Desk Technician include but are not limited to:

MINIMUM QUALIFICATIONS

Work experience with Microsoft Windows and core Microsoft Office applications is required, along with experience installing, configuring, testing, troubleshooting, and repairing computer hardware and software; removing viruses, malware, and spyware; and routinely delivering and setting up computer systems. Candidates must possess basic networking knowledge, including IP addressing, DHCP, DNS, and network hardware, and experience using help desk management software to track work orders and support tickets. Effective communication, interpersonal, and customer service skills are essential, including the ability to assist users with varying levels of technical knowledge. Candidates must be able to manage multiple tasks, respond promptly to user requests, document troubleshooting procedures and workplace protocols, and work collaboratively within a team. An understanding of the academic environment, a commitment to continuous learning and service, and the ability to maintain professionalism and confidentiality are required.

Bachelor’s degree in information technology, computer science, or a related field. Extensive experience supporting computer hardware and software in a networked environment, preferably in higher education. Experience with enterprise endpoint deployment and management tools, such as Microsoft Configuration Manager (SCCM), including operating system imaging, application deployment, software updates, and equipment inventory. Familiarity with Active Directory, Group Policy, BitLocker, endpoint security, and macOS or Linux support. Experience supporting classroom technology, audiovisual equipment, and computer labs. Ability to research and document troubleshooting solutions, assist team members with complex issues, and evaluate new technology. Experience training users with varying technical abilities and mentoring student technicians or interns. Relevant technical certifications, such as CompTIA A+, Network+, or Microsoft certifications, are beneficial.

Commensurate with education and work experience.

APPLYING

Attachments should include a cover letter indicating experience applicable to position, resume, transcripts (unofficial are acceptable at this point), names, addresses, and telephone numbers of three professional references.

DEADLINE

Applications will be accepted until the position is filled.

EEO/AA Employer/Vets/Disability