Help Desk Technician I

Job Summary

Provides frontline technical support for faculty staff students classrooms endpoints accounts Microsoft 365 printers and common technology services.

Duties and Responsibilities

• Serve as first point of contact for support requests ticket intake troubleshooting documentation and escalation.

• Assist with device setup software installation account support email support classroom checks and user guidance.

• Maintain professional service standards and accurate ticket notes.

Knowledge Skills and Abilities

Qualifications:

Relevant degree certification or equivalent combination of education training and experience. Strong written verbal documentation and customer-service communication skills. Ability to work collaboratively with faculty staff students vendors and cross-functional teams. Commitment to confidentiality data stewardship security awareness and institutional service standards.

Education/Experience:

Relevant degree certification or equivalent combination of education training and experience. Preferred: Higher education technology experience. Experience with Microsoft 365 Teams SharePoint OneDrive endpoint management cloud services ticketing documentation or project tools. Customer service or technical support experience.

Interpersonal Skills:

Strong written and verbal communication skills; ability to collaborate with faculty staff students vendors and cross-functional teams.

Commitment to confidentiality data stewardship security awareness and institutional service standards.

Language Ability:

Ability to communicate technical information clearly maintain accurate documentation and respond professionally to user questions.

Reasoning Ability:

Ability to troubleshoot document findings use sound judgment and escalate issues appropriately within the assigned role.

Computer Skills:

Technical competencies: Frontline support; Customer service; Ticket documentation; Troubleshooting; Escalation judgment.

Supervisory Responsibilities:

None.

Work Environment:

Office campus classroom and technology service environments. Some evening or weekend support may be required based on operational needs.

Physical Demands:

The physical demands described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires a combination of sitting standing and walking while providing technical support throughout the campus. Duties may involve bending kneeling crouching reaching and working in confined spaces to install connect troubleshoot or maintain computer equipment and peripherals. Regular use of hands and fingers is required to operate computers tools and technical equipment. The position may occasionally involve lifting or moving computers monitors printers and related equipment weighing up to 25 pounds. Heavier equipment may require assistance or appropriate lifting devices.

Other Demands:

Works with University stakeholders to support institutional technology services; occasional evening or weekend support may be required based on operational needs.

Wage Range:

$19.84 to $22.50 per hour

Required Experience:

IC