Help Desk Technician

Description

4 roles open, Monday through Friday, 8:00 a.m. to 5:00 p.m. During the academic year (August through May), we also have a night shift. on-call evening and weekends. The IT Helpdesk Technician provides front-line support to faculty, staff, and students by responding to technical inquiries, resolving hardware and software issues, and maintaining user satisfaction. This role is instrumental in supporting the institution’s mission of academic excellence and service, particularly in a culturally rich and student-centered HBCU environment. Key Responsibilities: • Serve as the first point of contact for users seeking technical assistance via phone, email, or in person. • Diagnose and troubleshoot technical issues, including account access, software applications, and hardware malfunctions. • Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and peripheral equipment. • Escalate unresolved issues to appropriate IT staff or vendors, following established protocols. • Maintain accurate records of support requests and resolutions in the ticketing system. • Provide support for campus technology such as smart classrooms, lab environments, and audiovisual equipment. • Assist with onboarding of new employees and students by setting up user accounts, email access, and basic IT orientation. • Support campus events by providing technical setup and troubleshooting assistance. • Contribute to the creation and updating of user guides, FAQs, and knowledgebase documentation. • Demonstrate patience and cultural sensitivity in interactions with a diverse campus community. • Other duties assigned.

Skills

Troubleshooting, Help desk, Help desk support, Windows, macos, hardware/software, hardware troubleshooting, itsm, microsoft office, Customer service, ios, jamf, active directory, ticketing system, technical support, hardware, support, windows 10, service desk, outlook, helpdesk troubleshooting, office 365, gmail, vpn, remote support, microsoft, phone support, application support

Top Skills Details

Troubleshooting,Help desk,Help desk support,Windows,macos,hardware/software,hardware troubleshooting,itsm,microsoft office,Customer service

Additional Skills & Qualifications

Required: • Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience. • At least 1–2 years of technical support experience in a helpdesk or IT support role. • Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and basic networking concepts. • Excellent verbal and written communication skills. • Ability to work collaboratively in a team-oriented environment. • Commitment to supporting the educational mission of an HBCU. Preferred: • Bachelor’s degree in technology-related field. • Familiarity with IT service management tools (e.g., Team Dynamics, Freshdesk). • Experience supporting educational or academic environments. • Understanding FERPA, HIPAA, and data privacy best practices.

Experience Level

Intermediate Level