Information Technology Help Desk Technician

Job Description

The Help Desk Technician provides frontline technical support to university faculty, staff, students, and other authorized users. This position serves as the first point of contact for technology-related issues and is responsible for diagnosing, troubleshooting, and resolving hardware, software, connectivity, telephony, printing, and classroom technology problems.

The successful candidate will deliver responsive, professional, and customer-focused technical support while helping ensure the reliable operation of the university’s technology environment. Responsibilities include deploying computers for new employees and students, supporting classroom instruction and campus events, maintaining accurate service desk records, and escalating complex issues to the appropriate technical resources.

Key Responsibilities:

1. Help Desk and Customer Support

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• Serve as the primary point of contact for faculty, staff, students, and other university users seeking technical assistance by phone, email, or in person.
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• Provide courteous, timely, and professional customer service while maintaining a strong focus on user satisfaction.
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• Diagnose and resolve common hardware, software, account access, and technology-related issues.
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• Document, prioritize, track, update, and resolve service requests and incidents through the university’s ticketing system.
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• Escalate unresolved or complex technical issues to the appropriate IT personnel or support teams.
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• Communicate issue status, resolution steps, and relevant technical information clearly to end users.
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2. Computer Hardware and Software Support

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• Install, configure, maintain, modify, and repair desktop computers, laptops, peripherals, and related technology equipment.
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• Install and troubleshoot operating systems, applications, software updates, and approved university software.
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• Prepare, configure, and deploy computers and other technology equipment for new employees and students.
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• Assist users with mobile devices and other supported technology products.
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• Perform basic equipment diagnostics and coordinate repairs or replacements as necessary.
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3. Classroom and Instructional Technology Support

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• Troubleshoot classroom technology issues involving computers, projectors, displays, audio systems, microphones, and other instructional equipment.
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• Assist faculty with classroom technology setup and operation to minimize disruptions to teaching and learning.
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• Respond promptly to technology issues that affect classroom instruction, presentations, and academic activities.
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• Assist with technology setup, testing, and troubleshooting for university meetings, presentations, special events, and other campus activities.
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• Provide occasional after-hours and weekend event support as needed.
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4. Network, Printing, and Telephony Support

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• Troubleshoot basic wired network (LAN), wireless (Wi-Fi), and wide area network (WAN) connectivity issues.
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• Diagnose and resolve printer, scanner, and other peripheral device problems.
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• Troubleshoot university telephone system issues, including basic device configuration, connectivity, and user-reported problems.
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• Identify recurring issues and escalate network, telephony, or infrastructure problems to the appropriate technical personnel.
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5. Documentation and IT Operations

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• Maintain accurate and up-to-date documentation of support requests, troubleshooting steps, resolutions, and equipment deployments.
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• Follow established IT procedures, university technology standards, and applicable security practices.
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• Assist with inventory tracking, equipment preparation, and maintenance of IT assets.
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• Identify recurring technical problems and recommend improvements to support processes and user experience.
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• Perform other related IT support duties as assigned by the CIO.
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Minimum Qualifications

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• Demonstrated customer service experience in a professional or technology support environment.
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• Strong verbal and written communication skills.
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• Demonstrated problem-solving and troubleshooting abilities.
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• Ability to work effectively with individuals with varying levels of technical knowledge.
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• Ability to manage multiple support requests, prioritize competing needs, and follow issues through resolution.
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• Ability to work onsite at the university in Wichita, Kansas, on a full-time basis.
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• Ability to provide occasional evening and weekend support as required.
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Preferred Qualifications:

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• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; alternatively, relevant industry-standard IT certifications.
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• At least one year of relevant IT support, help desk, desktop support, or technical troubleshooting experience.
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• Working knowledge of computer hardware, operating systems, software applications, mobile devices, and peripheral equipment.
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• Familiarity with wired and wireless networking, printing systems, and telephone systems.
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• Experience supporting classroom audiovisual technology or instructional technology in a university, college, or similar environment.
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• Familiarity with ticketing systems, service desk procedures, and IT documentation practices.
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• Strong interpersonal skills and the ability to provide excellent customer service in a campus environment.
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Core Competencies:

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• Customer Service: Demonstrates patience, professionalism, and a commitment to resolving user issues.
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• Technical Troubleshooting: Uses a systematic approach to identify root causes and implement appropriate solutions.
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• Communication: Explains technical issues and solutions clearly to faculty, staff, students, and IT colleagues.
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• Organization: Maintains accurate records, manages competing priorities, and follows established procedures.
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• Teamwork: Collaborates with the CIO and other technical resources to support university operations.
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• Adaptability: Responds effectively to changing priorities, classroom needs, campus events, and urgent technical issues.
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• Accountability: Takes ownership of assigned incide
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