Help Desk Technician

Key Responsibilities

• Provide general software, hardware, and technical support for students, faculty, and staff from a dedicated on-site helpdesk.
• Provide a wide range of Tier 1 and Tier 2 Information Technology and Audio-Visual support services for faculty, students, and staff.
• Support the utilization of technology-enhanced learning spaces, including fully networked AMX and Extron-based ecosystems with integrated IP-based collaboration, presentation, distribution, and recording technologies.
• Conceptualize and develop knowledge center documents and training materials, including screengrabs, workflow diagrams, checklists, and quick reference guides.
• Provide printer, scanner, and multi-function device support.
• Provide user VOIP phone support.
• Conduct research on new and emerging technologies, make recommendations, and generate reports as needed.
• Aid in managing and creating user accounts; and evangelize and enforce IT security policies.
• Provide in-person, real-time, audio-visual multimedia production system operation and event execution support, including mixing audio, switching cameras, managing playback and streaming solutions, mic'ing guests, directing, and supporting technical productions and event streaming.
• Aid in supervising student workers and office security procedures, including opening and closing.
• Assist with equipment management, distribution, collection, documentation, and inventorying.
• Provide exceptional customer service with a genuine enthusiasm for embracing and evangelizing new technologies, automation, and practices.

Qualifications

• Experience with, and knowledge of, edge and peripheral device support and general computer helpdesk technologies, workflows, and support.
• Fully fluent in both Windows PC and Apple Mac operating systems and computing environments.
• Fully fluent in Microsoft Office 365, including Outlook, SharePoint, Teams, Word, and Excel.
• Strong verbal and written communication skills.
• Ability to identify and troubleshoot personal computer hardware issues.
• Fully fluent in computer imaging technology and workflow.
• Fully fluent in Windows Active Directory Services.
• Fully fluent in using, troubleshooting, and supporting Audio-Visual Technologies.
• Ability to use, troubleshoot, and support Audio-Visual Technologies.
• Ability to physically setup, wire, install, replace, and re-work hardware installations including basic servers, desktops, audio visual components, and new technologies.
• Ability to explain technical concepts to non-technical people in a positive, patient, and friendly manner.
• Ability to troubleshoot IT problems remotely via IP support technologies or phone when required.
• Ability to work efficiently on simultaneous projects (fixes), manage time within a fast-paced academic environment, and troubleshoot technologies in a "live production/class" environment.
• Ability to troubleshoot and quickly learn and support new software and solutions.
• Ability to use and support issue tracking, service ticketing, and asset management databases.
• Be receptive to critical feedback.
• Flexibility in work scheduling is required. May include some evenings and weekends.
• Comfortable working with Macs, PCs, and mobile devices in a platform-agnostic, innovative, "BYOD" environment.
• Willingness to grow, learn, and adapt to new technologies and related opportunities.