IT Helpdesk Technician

Institution: Southwest Technical College

Position: IT Helpdesk Technician

Last Revised: 12/03/2025

Reports To: Senior IT and Network Specialist

Essential Functions:

1. Respond to helpdesk tickets, emails, and calls, providing prompt and courteous support to students, faculty, and staff.
2. Troubleshoot and resolve basic technical issues related to hardware, software, peripherals, and network connectivity.
3. Assist with account setups, password resets, and access requests for various college systems.
4. Maintain accurate documentation of all service requests and resolutions in the helpdesk tracking system.
5. Provide guidance to users on basic technology usage, such as printing, email setup, and software applications.
6. Escalate unresolved or complex issues to higher-level IT staff, ensuring timely resolution and communication with users.
7. Set up and maintain classroom and office technology, including computers, projectors, and audiovisual equipment.
8. Collaborate with the IT team to update and maintain knowledge base articles and support resources.
9. Participate in routine maintenance and updates for hardware and software systems.
10. Assist with the deployment of new equipment, including imaging, configuration, and installation.
11. Support IT staff in managing inventory, tracking equipment, and ensuring proper documentation.
12. Stay informed on basic IT best practices and emerging technologies to enhance support services.
13. Perform related or other duties as assigned to balance workload or cover absences.

Qualifications:

To perform at a proficient level and to be fully qualified, a person would be expected to have:

1. Education: High school diploma or equivalent.
2. Specialized Knowledge/Skills:
   • Basic understanding of computer hardware, operating systems, and common software applications.
   • Familiarity with helpdesk ticketing systems is a plus.
   • Strong communication and customer service skills.
   • Ability to prioritize tasks and manage time effectively.
   • Willingness to learn and adapt to new technologies and processes.
   • Patience and professionalism when assisting users with varying technical expertise.
3. Experience:
   • Previous experience in a customer service or technical support role is preferred but not required.
   • Experience working in an educational or office environment is a plus.
4. Background Check: Must be able to pass a background check.
5. Probationary Period: Continued employment is contingent upon successful completion of a six (6) month probationary period.