Helpdesk Technician

Helpdesk Support Analyst Of ItSeeking to hire a Helpdesk Support Analyst of IT for a leading higher education IT services company, supporting a University in Wichita, KS. The Helpdesk Support Analyst provides front-line technical support for faculty, staff, and students within a higher education environment, with a strong focus on classroom technology assistance. This role is responsible for troubleshooting hardware, software, audiovisual, and instructional technology issues to ensure seamless teaching and learning experiences. The analyst supports client-standard systems, learning management platforms, and classroom technologies, responds to service requests via multiple channels, and delivers timely, customer-focused solutions. In collaboration with academic and IT teams, the role helps maintain reliable classroom operations, supports instructional continuity, and contributes to a positive, technology-enabled academic environment.Key Responsibilities:Serve as the first point of contact for IT support requests from faculty, staff, and students via phone, email, ticketing system, and in person.Provide real-time classroom technology support, including troubleshooting audiovisual systems, computers, projectors, microphones, lecture capture, and smart classroom controls.Assist faculty before, during, and after class sessions to ensure instructional technologies function properly.Diagnose and resolve hardware, software, network, and peripheral issues; escalate complex problems to appropriate IT teams when necessary.Support learning management systems (LMS), video conferencing platforms, and instructional software commonly used in higher education.Install, configure, test, and maintain classroom and lab technology equipment according to client standards.Monitor and respond to classroom support requests to minimize instructional disruption and downtime.Document incidents, service requests, resolutions, and procedures accurately within the IT service management (ITSM) system.Provide basic training and guidance to faculty and staff on classroom technologies and supported IT tools.Collaborate with academic departments, instructional technology teams, and central IT staff to support teaching and learning needs.Participate in routine maintenance, testing, and upgrades of classroom technology and computing resources.Follow established IT policies, security standards, and best practices while supporting institutional systems and data.Contribute to continuous improvement of helpdesk services by identifying recurring issues and recommending solutions.Support special academic events, exams, and presentations that require technology setup or on-site assistance.Qualifications:Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent technical experience.1–3 years of experience in IT helpdesk or end-user support, preferably within a higher education setting.Strong working knowledge of Windows, macOS, Microsoft 365, and standard business applications.Experience with ticketing tools such as ManageEngine, ServiceNow, or Zendesk.Understanding of networking fundamentals, printers, and peripheral device support.Excellent communication, customer service, and problem-solving skills.Ability to multitask and prioritize in a fast-paced, service-driven environment.Preferred Qualifications:Experience supporting academic systems (LMS, SIS, etc.) and hybrid learning technologies (Zoom, Teams, AV tools).Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator.Experience working in a managed IT service or client-supported model.Job FunctionsAccounting/AuditingAdministrativeAdvertisingSkillsMacLearning Management Sy