Help Desk Technician

SUMMARY: The Help Desk Technician provides computer support and hardware/software troubleshooting for faculty, staff, and students. This position provisions, configures, and deploys new computers. Applicants must have strong oral and written communication abilities, be organized, and demonstrate well-developed interpersonal skills.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Support faculty and staff with computer and telecommunication issues, escalating issues as needed.
• Respond to Help Desk calls by logging pertinent information in a tracking system and escalating emergency situations to the appropriate individuals.
• Stay up-to-date with work orders in the ticket management system and respond to users in a timely manner.
• Assist with the setup of new PCs, including imaging and deployment of workstations.
• Function as a contact for students for troubleshooting, support, and assistance.
• Maintain and manage computers in the Student Computer Lab, including keeping systems up to date with antivirus and software updates.
• Troubleshoot and maintain printers and copiers, including toner supply.
• Perform other duties as assigned by the Director of Information Technology.