Senior IT Helpdesk Technician

The Senior Help Desk Technician serves as the highest-tier technical resource within the Help Desk and provides advanced support for faculty, staff, students, classroom technology, enterprise applications, and campus IT services. This role is responsible for resolving complex technical issues, mentoring junior technicians, assisting with infrastructure-related support activities, and ensuring timely resolution of incidents and service requests. The Senior Help Desk Technician demonstrates strong technical troubleshooting skills, excellent customer service, and a commitment to supporting the institution's teaching, learning, and administrative missions while minimizing disruption to users.

Responsibilities:

• Provide support for file servers and shared storage resources.

• Administer user accounts, mailboxes, and access permissions.

• Install, configure, and troubleshoot software and hardware for faculty, staff, and student

computing environments.

• Install, support, and troubleshoot mobile devices and related technologies.

• Provide setup, support, and troubleshooting for remote and hybrid users.

• Troubleshoot network, wireless, VPN, and connectivity issues.

• Deliver technology training and guidance to faculty, staff, and students.

• Create and maintain technical documentation, knowledge base articles, and support

procedures.

• Create, update, track, and close incidents and service requests in the IT ticketing system.

• Handle escalated tickets and complex technical issues from Tier 1 support staff.

• Provide backup coverage for Help Desk operations and campus technology support.

• Support IT initiatives, technology deployments, upgrades, and project-based work.

• Coordinate vendor escalations for technology-related issues, equipment repairs, and

service upgrades.

• Provide reports, metrics, and operational updates as needed to the Director of IT and

Infrastructure Manager.

• Support classroom technology, audiovisual systems, and campus events as needed.

• Must work nights (10:00 AM to 7:00 PM), occasional weekends, and additional hours as

needed to support institutional operations and events.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a

related field; relevant certifications and equivalent experience may be considered.

• Proven experience as a Senior or Lead Help Desk Technician, Desktop Support Technician,

or similar customer-facing technical support role; experience supporting higher education

technology environments, classroom technology, or academic computing environments.

• Ability to diagnose and resolve complex technical issues across multiple technologies and

platforms.

• Strong written, verbal, and interpersonal communication skills.

• Customer-service oriented with the ability to effectively support a diverse campus

community.

• Strong attention to detail and commitment to quality service delivery.

• Highly organized with the ability to manage multiple priorities in a fast-paced environment.

• Minimum four (4) years of relevant technical support experience required.

• Experience supporting Microsoft 365, Active Directory, endpoint devices, and enterprise

applications.