Helpdesk Technician

Marian University•Indianapolis, IN

About The Position

Marian University is seeking a customer-focused, technically skilled Helpdesk Technician to provide first-level technical support to faculty, staff, and students. The position troubleshoots hardware, software, network connectivity, and other technology-related issues while providing timely, professional, and effective customer service. It supports the University’s academic and administrative operations by helping maintain reliable access to technology resources and resolving users’ technical challenges. The role is expected to support Marian University’s Catholic Franciscan mission and identity, model its Franciscan Sponsorship Values, and contribute through respectful service, responsible stewardship of resources, and a commitment to unity in diversity. The position requires accurate documentation, confidentiality, sound judgment, accountability, and collaboration with IT colleagues and the broader University community.

Requirements

Associate degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and relevant experience.
At least one year of experience in technical support, helpdesk services, desktop support, or a related technology role.
Working knowledge of Windows operating systems, Microsoft 365 applications, and common computer hardware.
Basic understanding of computer networking, wireless connectivity, and troubleshooting principles.
Ability to diagnose and resolve common technical issues independently.
Strong customer service, interpersonal, written, and verbal communication skills.
Ability to organize work, manage multiple requests, and maintain accurate documentation.
Ability to work independently and collaboratively in a team environment.
Knowledge of and commitment to Marian University’s mission.
Ability to demonstrate courtesy and respect, accountability, effective communication, initiative, adaptability, and willingness to learn new technologies.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
Previous technical support experience in a higher education environment.
Experience with IT service management or helpdesk ticketing systems.
Familiarity with Microsoft Entra ID, Active Directory, and account management processes.
Experience supporting classroom technology, audiovisual systems, and learning management systems.
Familiarity with endpoint management, device deployment, and remote support tools.
CompTIA A+, Network+, or Microsoft-related certifications.
Knowledge of cybersecurity best practices and data privacy considerations.

Responsibilities

Actively engage the Catholic Franciscan mission and identity of Marian University by modeling Franciscan Sponsorship Values and honoring the founding congregation’s legacy.
Provide first-level technical support to faculty, staff, and students.
Troubleshoot hardware, software, network connectivity, and other technology-related issues.
Manage helpdesk tickets and provide responsive, courteous, and professional customer service.
Set up, install, and maintain equipment.
Support account access and technology security.
Document work, assist with training, and contribute to continuous improvement.
Follow through on assigned requests and responsibilities, manage competing priorities, and resolve issues in a timely, organized manner.
Maintain confidentiality and exercise sound judgment when accessing University systems and information.
Collaborate with IT team members to ensure continuity of services and maintain accurate documentation in accordance with established procedures.
Comply with University policies and procedures, seek clarification when necessary, and manage absences responsibly to ensure service to clients, work teams, and coworkers.
Perform other job-related duties requested by the supervisor.