Back To School/Ramp Up Project - Level 2 Desktop Support
About The Position
Our client is seeking IT Customer Care Support Technicians to assist with a high-visibility Back-to-School support initiative. As students, faculty, and staff return to campus, the volume of IT support requests increases significantly, creating a need for additional technical support resources. Working under the direction of the onsite Team Lead and Director of IT Customer Care, technicians will provide front-line support to end users, resolve technical issues, and deliver a high level of customer service during one of the busiest times of the academic year. This project team will consist of three Tier 1 Support Technicians and one Endpoint Services Technician dedicated to supporting users and ensuring a smooth start to the school year.
Requirements
- Minimum of 2 years of technical support experience, including remote and hands-on desktop support.
- Experience supporting Windows operating systems and desktop environments.
- Strong troubleshooting and problem-solving abilities.
- Experience supporting Microsoft 365 (Office 365) and Google Workspace (G Suite).
- Familiarity with Active Directory administration, including password resets and user account support.
- Experience supporting printers, mobile devices, laptops, desktops, and peripheral equipment.
- Knowledge of ticketing systems such as ServiceNow or similar service management platforms.
- Strong verbal and written communication skills.
- Proven ability to provide excellent customer service in a high-volume support environment.
Nice To Haves
- Previous experience supporting higher education, K-12 schools, or academic institutions.
- Experience supporting both Mac OS and Windows environments.
- Familiarity with Apple devices, Windows devices, tablets, and mobile technologies.
- Experience in walk-up support centers or campus technology support environments.
- Working knowledge of network connectivity and wireless troubleshooting.
Responsibilities
- Provide desktop and technical support to students, faculty, and staff.
- Troubleshoot and resolve hardware, software, and connectivity issues.
- Support users experiencing network and Wi-Fi connectivity problems.
- Perform Active Directory account management, including password resets and account support.
- Troubleshoot printer-related issues and peripheral device problems.
- Respond to incidents and service requests through ticketing systems, email, phone, and walk-up support channels.
- Deliver both remote and hands-on break/fix support.
- Escalate complex issues to appropriate support teams when necessary.
- Track and document incidents, service requests, and resolutions.
- Maintain a customer-first approach while working in a fast-paced support environment.
- Assist with user onboarding and technology readiness initiatives related to the campus return.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
