Providing our Community with Outstanding Experiences

Serve as the empathetic face of IT, delivering comprehensive technical support that prioritizes user confidence and academic continuity.

• Provide dependable, skilled, hands-on IT support to troubleshoot and resolve problems in a range of contexts including hardware and software (Mac, Windows), mobile devices, printers, network and account access, and other technical areas as they arise.
• Leverage the ITSM solution (TeamDynamix) in daily work to coordinate individual and Help Desk support, route issues and requests to other teams in IT, and communicate regularly with clients.
• Respond promptly to service requests and maintain high customer satisfaction standards.
• Ensure classroom computer and lab spaces are clean, organized, and presentable for community members.
• Ensure loaner devices are regularly wiped, updated, and ready to be deployed.
• Take lead on the imaging, deployment, and management of Mac and Windows computers used by employees and in academic spaces across campus.
• Provide basic in-person audio/visual assistance and troubleshooting for classes and events.
• Monitor and triage incoming calls, walkups, tickets, and reporting systems to prioritize support.

Keeping our Technology Future Ready

Bridge the gap between current support needs and future technology standards by actively learning and testing solutions that keep our campus current.

• Stay current with emerging technologies and industry best practices, applying new knowledge to improve campus-wide technology support and to inform the development of IT standards and policies.
• Proactively monitor and update classroom and lab computers, and their associated software.
• Assist in the research, testing, and deployment of new hardware and software.
• Assist in the planning, testing, and implementation of campus-wide projects including new installations and system upgrades.

Building a Sustainable Team and Support Model

Foster a culture of shared knowledge and growth by mentoring student employees, documenting solutions, and collaborating across teams to build a sustainable support model.

• Work with student technicians, IT peers, and community members to build skills and confidence in IT system use and troubleshooting.
• Work alongside team members to document and refine key Help Desk processes, in close collaboration with other team members with an emphasis on improving the service experience for both clients and IT staff.
• Work with other IT teams to ensure that the Help Desk has devices and peripherals on hand and ready to deploy.
• Leverage the ITSM and MDM solutions (TeamDynamix, JAMF, Intune) in coordination with other IT teams to manage assets, as well as identify and correct inconsistencies in asset records.
• Provide backup support to Event technicians, handling common support requests to ensure consistent service for our campus community.
• Use TeamDynamix to handle and route requests, collaborating with IT teams and providing regular updates to clients.
• Coordinate with departments to manage devices for incoming and outgoing faculty and staff.

Minimum Qualifications & Education

• Two years of experience providing technical support and customer service; or equivalent certifications/degrees
• Familiarity with using ticketing systems for managing support requests

Preferred Qualifications

• Previous higher education technical support experience
• Familiarity with endpoint management solutions (SCCM, JAMF, Intune)
• ITSM/ITIL familiarity
• Bachelor's degree from an accredited University or College