Help Desk Technician I

The Helpdesk Technician Level 1 provides front-line technology support for faculty, staff, students, and campus guests. This position serves as the first point of contact for the Information Technology department by answering helpdesk phone calls, responding to support requests, troubleshooting technical issues, documenting incidents, and delivering excellent customer service. The ideal candidate is a customer-focused technology professional who enjoys problem solving, learning new technologies, and helping others succeed.

This role requires strong interpersonal skills, patience, professionalism, attention to detail, and the ability to communicate technical information clearly to users with varying levels of technical experience. The Helpdesk Technician Level 1 supports a broad range of campus technologies, including computers, mobile devices, classroom technology, software applications, networking, printing systems, and audio/visual services. This position works closely with other IT team members to resolve issues, improve services, and support the university’s academic mission.

JOB DESCRIPTION

Essential duties include but are not limited to: End User Technical Support Provide first-level technical support through phone, email, remote assistance tools, and in-person interactions. Receive, document, prioritize, troubleshoot, and resolve support requests using the IT service management/ticketing system. Provide excellent customer service while maintaining professionalism, empathy, and a solutions-focused approach. Escalate complex technical issues to appropriate IT teams while maintaining communication with users throughout the resolution process. Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.

Computer, Mobile Device, and Endpoint Support Install, configure, troubleshoot, and maintain desktop computers, laptops, tablets, and mobile devices. Provide hardware and software support for: Microsoft Windows operating systems Apple macOS Apple iOS devices Android mobile devices Assist with computer setup, deployment, replacement, and lifecycle management. Troubleshoot hardware issues involving desktops, laptops, monitors, docking stations, peripherals, and related equipment. Physical Requirements and Work Environment Ability to lift, carry, and move computer equipment, printers, and related technology hardware weighing up to 40 pounds.

Ability to perform physical tasks associated with technology support, including installing equipment under desks, connecting cables, setting up classroom technology, and relocating IT equipment. Ability to remain stationary or move throughout campus for extended periods while providing technical support. Ability to occasionally work outside normal business hours to support campus events, system maintenance, or technology projects. Software and Application Support Provide support for commonly used academic and administrative applications, including: Microsoft 365 (Outlook…

Read the full posting