Helpdesk Technician

LaGrange College • Lagrange, GA

1d

About The Position

The Helpdesk Technician is a Tier-1 position and serves as the initial point of contact in delivering essential hardware and software support to faculty, staff, and students. This role manages the IT helpdesk ticketing system, which provides tracking for support requests involving the installation, diagnosis, repair, maintenance, and upgrading of end-user equipment. The IT department operates as a highly integrated and efficient cross-functional unit. We value a cooperative approach to troubleshooting, active participation in team-driven initiatives and a commitment to maintaining a unified, supportive, and cohesive workplace. As such, the ideal Helpdesk Technician must thrive in a collaborative environment and possess a strong drive to learn and expand new technical skills.

Requirements

• Foundational Google IT Support Professional certificate or equivalent certification (required within first year).
• Proven track record of thriving in a highly collaborative, cross-functional team environment where knowledge sharing and mutual support is paramount.
• Proven experience in helpdesk and customer service environments where maintaining strong interpersonal soft skills is considered a strong asset.
• Operational knowledge of both Windows Desktop and Server environments.
• Familiarity and basic troubleshooting with the Apple macOS platform.
• Fundamental support and configuration of iOS and Android devices.
• Experience with local directory services and standard user account management (Microsoft Active Directory).
• Core familiarity with M365, Azure, and Entra ID environments.
• Ability to diagnose basic connectivity issues including TCP/IP, DHCP, and DNS configurations.
• Basic proficiency with low-voltage cable tracing and physical media termination.
• Operational awareness of integrated AV hardware, displays, projectors, and related cabling.
• Strong interpersonal communication skills.
• Active alignment with LaGrange College’s core values and institutional pillars, including a commitment to seamless peer-to-peer collaboration, knowledge sharing, collective workload tackling, and an empathetic, supportive approach to serving the campus community.
• A proactive approach to learning new technologies and adapting to shifting team priorities without hesitation.
• A dedicated, professional demeanor rooted in accountability and mutual respect.
• An unwavering commitment to practicing "Soulful Service" across the entire college community.

Nice To Haves

• Experience working in a college or university environment is preferred.

Responsibilities

• Provide empathetic and professional assistance in person, via email, or remotely through telephone and Microsoft Teams.
• Manage account provisioning/deprovisioning processes and user license monitoring.
• Organize, prioritize, and resolve support requests independently, while escalating support queries to other IT team members as appropriate.
• Provide clear, accessible technical guidance through both formal and informal training to the campus community.
• Actively contribute to internal team documentation to keep collective knowledge current.
• Partner with IT team members to install, diagnose, repair, and maintain all IT infrastructure to ensure optimal performance.
• Manage the IT inventory, tracking all company-owned hardware, devices, and peripherals according to department standards.
• Coordinate with the events team and campus stakeholders to provide seamless technical setup and active support for IT needs at campus events.

What This Job Offers

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