Help Desk Technician

Position Type: Admin/Professional

Department: Information Technology

Full or Part Time: Full Time

Pay Grade: BW7

Summary:

The IT Help Desk Technician will be the first point of contact for students, faculty, and staff seeking technical assistance. This role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related issues.

Principal Functional Responsibilities:

Provide Technical Support: Respond to queries via phone, email, or in-person, and provide assistance with various technology issues including hardware malfunctions, software applications, and network connectivity.

Troubleshoot and Resolve Issues: Diagnose and troubleshoot technical problems related to desktop systems, printers, mobile devices, and IT equipment.

Install and Configure Software and Hardware: Set up new systems, install software updates, configure hardware components, and ensure devices meet security requirements.

User Account Management: Create, modify, and manage user accounts, permissions, and access in Active Directory or other identity management systems.

Maintain Documentation: Document support requests, resolutions, and processes in the help desk system for future reference and analysis.

Collaborate with IT Teams: Escalate complex issues to appropriate IT teams or third-party vendors when necessary and follow up on unresolved issues.

Provide Training and Guidance: Assist users with understanding and using new technologies, software tools, and systems effectively.

Monitor IT Systems: Keep track of IT infrastructure performance, conduct routine maintenance, and proactively identify potential issues.

Miscellaneous Duties: Perform other duties as assigned.

Qualifications:

• Associate’s degree in Information Technology, Computer Science, or related field

• Minimum one year of experience in a technical support or IT help desk role

• Proficiency with Windows, macOS, and mobile operating systems

• Experience with Microsoft Office 365, email clients, and common business software applications

• Knowledge of basic networking concepts (Wireless, TCP /IP, DNS, DHCP )

• Familiarity with help desk ticketing systems (TeamDynamics)

• Ability to troubleshoot hardware issues related to desktops, laptops, printers, and other peripherals

Preferred Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or related field

Physical Requirements:

Must be able to utilize a phone, computer and other office equipment.

Department Specific Information:

Information Technology_Specific_Information

To apply, visit https://apptrkr.com/5777612

NEOMED is committed to providing equal employment opportunities to qualified applicants without discrimination on the basis of age, color, disability, gender identity or expression, genetic information, national origin, race, religion, sex, sexual orientation, transgender status, status as a parent during pregnancy and immediately after the birth of a child, status as a parent of a young child, status as a foster parent, veteran status or any other category protected by applicable state or federal law. As an Equal Opportunity Employer, NEOMED also affirms its commitment to nondiscrimination in its employment policies and practices. In compliance with Title IX (20 U.S.C Sec. 1681 et seq.), NEOMED prohibits sex discrimination, including sexual harassment.