Works as part of a Helpdesk support team that is the first point of contact for the Helpdesk and IT Department. In most cases, they are the face of IT to the rest of the college. y

The IT Help Desk Technician will provide tier 1 and limited tier 2 support to staff, faculty, and students on a variety of IT issues. Identify, research, and resolve technical problems. Respond to calls, walk-ins, and emails. Triage, respond to, assign, and resolve helpdesk tickets. Deployment and maintenance of end-user devices as well as managing inventory of user equipment.

• Intake issues and communicate with end users to ensure a clear and complete problem description;
• Troubleshoot and resolve end user issues related to device, network, and enterprise applications;
• Follow standard Helpdesk operating procedures to accurately document, track and escalate all helpdesk incidents using SolarWinds software;
• Provide assistance to faculty, staff and students with account access issues;
• Image computers and deploy to employees as directed;
• Update and maintain data in IT asset management system;
• Install and maintain Endpoint Detection and Response agents;
• Assist users with Microsoft 365 application questions;
• Develop help documentation and additional communications to improve IT service efficiency and effectiveness;
• Classroom technology support & troubleshooting;
• Ability to troubleshoot and configure wireless access points and mobile devices;
• Some after-hours work may be required to provide support for sponsored events.