Help Desk Technician

33,000 - 49,500 per year dependent on experience Job Category Technical & Paraprofessional Application Period Opens: Closes: 10/07/2026 Employment Type Full Time Position Description Job Summary The IT Help Desk Technician is responsible for triaging and escalating support requests received via phone, in person or email, as well as installing, maintaining, and documenting end user computing devices, printers, applications, and campus audio/visual equipment. The IT Help Desk Technician is the front line in providing professional and courteous customer service to Mitchell’s faculty, staff, and students. *** Salary will commensurate with experience. Essential Duties and Responsibilities Respond to customer issues via phone, email, computer chat, walk-ins, and any other form of contact Management of help desk voicemails and creation of tickets for voicemails if necessary Responsible for setting up and connecting all College-owned end user hardware, including but not limited to desktop PCs, laptops, mobile devices, peripheral devices, and printers Manage and maintain software applications on all College-owned end user devices Implement, update, and manage modern system imaging processes to improve hardware rollouts Install, manage, and maintain classroom audio/visual equipment, as well as digital signage Diagnose all hardware and software issues in the end user computing environment Document and maintain an accurate and up-to-date inventory of hardware and software, including moves, additions, deletions, and procedures. Provide assistance with teleconferencing, collaboration sessions, events, and online meetings Analyze, review, and resolve IT help desk requests within Service Level Agreement (SLA) conditions Prioritize and prioritize help desk requests to the proper team within SLA conditions Provide professional, timely, and courteous customer support Work closely with the IT Operations team and ERP Systems team to support college and IT needs Serve as a backup to other IT Support team members Related Responsibilities Any other duties as assigned by the IT Support Manager, Chief Information Officer (CIO), Vice President of Accounting/CFO (or equivalent), and the President. Knowledge, Skills, Abilities Demonstrate strong computer and technology skills. Demonstrate technical problem-solving abilities. Must be a self-starter able to work alone and in a team-based environment. Ability to effectively present information and respond to questions from students, employees and community. Effective organizational skills, written, and oral communication skills. Possesses a valid driver’s license. Demonstrate understanding of and commitment to open access community college philosophy, diversity issues, and service technology Education and Experience Requirements Associate’s Degree in Information Systems, System Administration, Network Administration, or related field Minimum of two years of experience with fundamental networking principles and system management Minimum of two years of experience with administering operating system software, such as Microsoft Windows and Linux Minimum of two years of experience with hardware vendors such as Apple, Dell, and HP A Bachelor’s degree in Information Systems or Computer Science is preferred Industry standard IT certifications are preferred (CompTIA, Cisco, ISC, etc.) Additional Information Work is generally done in an office environment but will require physically setting up equipment and peripherals in offices, closets, and classrooms. Physical Effort While performing the duties of this job, the employee must be able to maintain a stationary position for an extended period. The employee must also move around multiple campus locations, and operate, position, and install numerous types of technology, as needed; and frequently communicate with others. The employee may require the ability to lift up to 50 pounds. Working on a ladder may be required. Schedule This is a full-time position. Normal working hours are Monday through Friday from 8:00am – 4:30pm; however, must be able to work a flexible schedule, with day, evening and weekend hours as needed. Travel Local travel is required, including between campus locations. Occasional travel to conferences and training will be required. _________________________________________________________________________________________ All offers of employment are contingent upon the successful completion of a background check. Evidence of U.S. work authorization is required. It is the respective employee’s responsibility to obtain initial and continued authorization to work in the U.S. and Mitchell Community College will not provide sponsorship for employees to work in the U.S. Equal Opportunity Employer The College provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, disability, genetic information, political affiliation or status as a covered veteran in accordance with all applicable federal, state and local laws ("Policy 3.1.1") #J-18808-Ljbffr NC Community Colleges