Help Desk Technician I

La Sierra University • Riverside, CA

3d • Hybrid

About The Position

Provides frontline technical support for faculty, staff, students, classrooms, endpoints, accounts, Microsoft 365, printers, and common technology services. Serves as the first point of contact for support requests, handling ticket intake, troubleshooting, documentation, and escalation. Assists with device setup, software installation, account support, email support, classroom checks, and user guidance. Maintains professional service standards and accurate ticket notes.

Requirements

• 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.
• Technical competencies: Frontline support; Customer service; Ticket documentation; Troubleshooting; Escalation judgment.
• Ability to communicate technical information clearly, maintain accurate documentation, and respond professionally to user questions.
• Ability to troubleshoot, document findings, use sound judgment, and escalate issues appropriately within the assigned role.

Nice To Haves

• 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.

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.
• Support institutional technology services.
• Provide occasional evening or weekend support based on operational needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed