Desktop Support Technician - Central (A)
About The Position
The Desktop Support Technician - Central provides technical advice and support to academic and administrative staff and members of the University community on desktop, network, and other University-supported technology issues. The role monitors systems and advises senior staff on network application status. Assigned to the Student Technology Help Desk, the technician provides support in person, by telephone, by email, and through remote support tools, and maintains ownership of the customer experience through resolution. The technician diagnoses and resolves issues involving computers, mobile and smart devices, operating systems, software, printing, account access, authentication, connectivity, and peripheral equipment. The role documents and prioritizes service requests, coordinates escalations with IT teams, supports equipment and service operations, and may travel to satellite or remote University locations. Duties may be expanded to include other responsibilities as necessary.
Requirements
- High school diploma or equivalent.
- At least 1 year of relevant experience providing technical or customer support involving computers, operating systems, software applications, mobile devices, printers, peripherals, account access, or connectivity.
- Ability to deliver professional, patient, customer-focused technical support to people with varying levels of technical knowledge.
- Ability to troubleshoot software, hardware, account access, authentication, printing, peripheral, and connectivity issues.
- Working knowledge of Windows and macOS installation, setup, and troubleshooting, along with common productivity and collaboration applications.
- Strong problem-solving, organization, prioritization, follow-up, and documentation skills.
- Strong written and verbal communication skills, including the ability to explain technical information clearly and work effectively with customers and colleagues.
- Ability to work independently and collaboratively, exercise sound judgment, protect confidential information, and adapt to changing priorities and technologies.
- Any appropriate combination of relevant education, experience, and/or certifications may be considered.
Nice To Haves
- Associate degree in information technology, computer science, or a related field.
- Experience using a work order or service management tracking system.
- Experience supporting customers in higher education or a similarly service-focused environment.
Responsibilities
- Act as a first point of contact for desktop and network issues and provide prompt, courteous, professional customer support.
- Gather information, assess customer needs, explain solutions clearly, and follow up as appropriate.
- Organize and prioritize support requests, monitor and administer tickets, maintain timely updates, verify completion, and close tickets in the departmental work order management system.
- Diagnose and resolve issues involving desktop and laptop computers, mobile and smart devices, Windows and macOS, software, email, printers, peripherals, account access, authentication, wired and wireless connectivity, and other University-supported services.
- Install, configure, update, and test approved software and equipment, including desktop configurations and software drivers.
- Assist with operating system installation or reinstallation, data recovery and transfer, malware remediation, device setup, and hardware diagnosis or replacement, as appropriate.
- Support University printing, virtual computing, productivity applications, and other technology services.
- Escalate unresolved, complex, or service-impacting issues to appropriate IT support groups and communicate status and next steps to customers.
- Collaborate with University support teams to facilitate resolution and provide a consistent customer experience.
- Create and maintain support documentation and knowledge resources.
- Assist with testing and evaluating new or updated hardware, software, and services.
- Support Student Technology Help Desk operations, student employees, orientations, University events, service initiatives, technology deployments, and special projects as assigned.
- Assist with equipment setup, inventory and asset records, service-area readiness, and secure handling of customer devices and University technology assets.
- Maintain familiarity with University-supported technologies, procedures, security expectations, and customer service standards.
- Travel to satellite or remote University locations to provide support when required.
- Adhere to University and unit-level policies and procedures and safeguard University assets.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
