Help Desk Support Technician

Position Details
Position Information
Posting Number
2012382P
Position Title
Help Desk Support Technician
Position Number
2012135PD
Job Type
Regular
Accountability Objective
The Help Desk Support Technician installs and maintains personal computer hardware and software in labs and offices across campus. The Technician will install and maintain Instructional media equipment and software. They will assist in the operations of the Help Desk system.
Required Qualifications

• Associate's Degree in a computer-related field.
• A minimum of two (1) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications in a Help Desk or customer support role.
• Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, MS WAIK, and WSUS, and experience with Google Suite.
• Experience diagnosing and maintaining desktop and laptop OS environments
• Possess a fundamental understanding of various network types and protocols, such as LAN, WAN, TCP/IP, UDP, DNS, and DHCP.
• Knowledge of physical networking equipment such as switches, routers, servers, and firewalls.
• Demonstrates strong communication abilities in tactfully assisting a diverse team of stakeholders seeking technical support.
• Ability to work collaboratively with various technical teams, students, faculty, managers, and other non-technical staff.

Desired Qualifications

• At least two years of experience at an educational institution
• Possess industry standard certifications in the areas of supporting desktop, network, service management, or equivalent.
• Proficiency in programming across a spectrum of computer languages, demonstrating versatility and adaptability in coding tasks across diverse projects and platforms.

Weeks
Hours per Week
Full-Time/ Part-Time
Full Time
Minimum Compensation
$45,000.00 annually
Open Date
02/20/2024
First Consideration By
03/12/2024
Closing Date
Open Until Filled
Yes
Special Instructions Summary
Essential Job Function
Essential Job Function
Essential Job Functions:

• Responsible for the upkeep of hardware within educational computer labs and employee offices, encompassing diagnostic assessment of hardware issues, performing repairs when feasible, coordinating external repair services for complex issues, and facilitating the installation of upgrades and replacement components as needed.

• Assist with the installation and configuration of instructional systems and accompanying management software. While verifying the compatibility of existing hardware and infrastructure.

• Ensure the currency and functionality of device operating systems and on premise software applications by staying ahead of the latest versions and promptly applying patches or upgrades as required.

• Offer comprehensive support to end-users, addressing inquiries pertaining to user accounts, device troubleshooting, equipment malfunctions, and a wide array of other technical issues.

• Engage in discussions regarding future device and system implementations, offering insights into compatibility considerations with existing infrastructure to ensure seamless integration and optimal performance.

• Utilize Help Desk Software to facilitate communication with employees and staff regarding inquiries, promptly escalating them to the appropriate department when necessary. Additionally, prioritize user verification processes to uphold stringent security measures.

• Will actively contribute to the identification and evaluation of areas for process improvement, leveraging expertise and insights to formulate well-informed recommendations aimed at enhancing operational efficiency and effectiveness.

• Will contribute to the development and curation of comprehensive technical documentation, capturing current processes and software records to establish a robust knowledge base that serves as a valuable resource for reference and continuous improvement.

• Undertake any additional duties and responsibilities as deemed appropriate by overseeing authorities or management bodies, ensuring adaptability and flexibility to meet evolving organizational needs.