IT Technician

Job Summary
An IT Support Technician (First Level Help Desk Agent) is responsible for delivering foundational technical support and exceptional customer service to end-users across the campus infrastructure. As the primary point of contact for the IT Department, this role focuses on responding to technical assistance requests, accurately diagnosing and logging hardware and software issues, and providing immediate resolutions whenever possible. Unresolved complex issues are efficiently tracked, prioritized, and escalated to ensure continuous and seamless operations in an educational environment.

Key Responsibilities
First-Line Technical Support: Provide first-level troubleshooting and technical support for company-supported computer applications, operating systems, platforms, and computer hardware configurations.
● Infrastructure & Software Care: Deliver foundational support for telecom systems, network infrastructure, and primary office software suites (including Microsoft Office applications).
● Omnichannel Helpdesk Intake: Respond promptly to technical assistance requests submitted in person at the Help Desk window, via telephone, email, or through the Spiceworks ticket management application.
● Incident Logging & Tracking: Log, track, and route all help desk interactions, technical incidents, and service requests within the ticket management system to ensure accurate documentation and resolution tracking.
● Triage & Escalation: Identify, evaluate, and escalate high-priority situations or complex problems requiring urgent, advanced attention to the appropriate level 2 or senior IT team members.
● Queue Administration: Administer help desk software workflows while managing and prioritizing daily individual workloads effectively.
● Specialized System Support: Provide first-level support for specialized, in-house academic applications following appropriate technical training.
● User Advisement: Guide users through proper troubleshooting steps, advise on appropriate technical actions, and keep up to date with current system information, infrastructure changes, and technical updates.
● Reporting: Prepare IT activity reports and contribute to documenting technical resolutions for the department's knowledge base.

Qualifications
Experience & Training: Related professional experience and technical training in IT support, call centers, or customer service-oriented environments.
● Environment: Prior experience working within an educational or academic-based infrastructure is highly preferred.
● Technical Depth: Good technical background with an understanding of fundamental desktop operations, hardware components, and peripheral software setups.
● Identity Management: Working knowledge or familiarity with user account administration within an Active Directory environment.
● Tools: Familiarity with foundational networking infrastructures and call-tracking/ticketing software operations (e.g., Spiceworks).
Skills & Key Competencies
Communication: Excellent oral and written communication skills with a strong customer service orientation.
● Problem Analysis & Solving: Proven ability to analyze technical issues quickly, diagnose basic problems, and provide effective, structured solutions in a complex environment.
● Adaptability & Learning: Sharp learning skills with the capacity to stay current on system updates and adapt quickly to infrastructure changes.
● Organization: Exceptional planning, organizing, and close attention to detail while managing multiple ticket entries concurrently.
● Stress Tolerance: Self-motivated with the ability to work independently on own initiative under pressure and within a fast-paced environment.

Working Conditions & Physical Requirements
Environment: Office environment providing comprehensive, campus-wide technical support.
● Physical Mobility: Physical mobility sufficient to service PCs, peripherals, and related IT equipment installed under desks, in tight configurations, or inside campus wiring closets.
● Lifting Limits: Ability to lift and transport moderately heavy objects weighing up to 50 pounds (such as computers, monitors, UPS systems, and network peripherals).
● Schedule Flexibility: May require a flexible work schedule or hours in excess of 40 hours per week in order to complete essential department functions and campus-wide refresh projects.