It Field Technician & Helpdesk Assistant

JOB SUMMARY: 

The IT Field Technician & Helpdesk Assistant plays a critical role in maintaining and supporting the technology on our campus. This role is responsible for ensuring the reliable operation of computer systems and related technology resources used by faculty, staff, and students. The ideal candidate will have strong technical skills, excellent problem-solving abilities, and a customer-service-oriented approach.

ESSENTIAL FUNCTIONS & TASKS:

• Serves as the primary Field Technician responding to users seeking technical assistance.
• Maintains the ticketing system (Incident IQ) by timely responding to and updating.
• Coordinates with other ITS team members to resolve technical issues.
• Responds to technology issues requiring in-person assistance as the primary Field Technician.
• Attempt resolution for tier 1 and 2 support tickets, referring tier 3 to other team members.
• Provides technical support for tablets, desktops, mobile phones, laptops, printers, IP desk phones, and other hardware devices.
• Install, configure, and maintain software applications and operating systems.
• Troubleshoots network connectivity issues for end users.
• Replaces toner cartridges for campus printers.
• Provides training on the use of school-issued equipment and software.
• Supports efforts to maintain accurate technology inventory.
• Configures and sets up equipment for Livestream events; may be after hours or on weekends.
• Collaborates with IT team members and other departments to identify technology needs and solutions.
• Serves as a member of the school’s Cybersecurity Incident Prevention and Response team.
• Works the Helpdesk when not responding to support tickets.
• Document technical procedures.
• Assists with the supervision of Student Helpdesk Assistants.

KNOWLEDGE, SKILLS, & ABILITIES:

• High School Diploma and 3 years of relevant experience.
• Ability to troubleshoot issues in Windows, Mac, and iOS.
• Ability to work on multiple tasks and projects simultaneously, ensuring on-time delivery, accuracy and end-user satisfaction is expected.
• Work in a fast-paced, stressful environment dealing with a wide variety of challenges, deadlines, and a varied and diverse array of contacts.
• Capable of learning and training others on a variety of computer applications and operations and troubleshooting a variety of equipment.
• Strong commitment to client service and support.
• Ability to train non-technical staff on school hardware and software.
• Excellent oral, written, and interpersonal communication skills.
• Ability to collaborate with colleagues in a team environment.
• Ability to take directions from more than one person.
• Work in a sometimes highly active environment dealing with a wide variety of challenges, deadlines, and a varied and diverse array of contacts.
• Mobility to arrange and organize equipment.
• May work at a desk and computer or stand for extended periods of time.
• Ability to lift up to 50 lbs. occasionally.
• Work primarily in a traditional climate-controlled office environment and may also work in varied and extreme weather conditions, including extreme heat.