Help Desk Technician I

About the role

Provides frontline technical support for faculty, staff, students, classrooms, endpoints, accounts, Microsoft 365, printers, and common technology services. The role operates in office, campus, classroom, and technology service environments, with occasional evening or weekend support as needed. There are no supervisory responsibilities. Physical demands include sitting, standing, walking, bending, kneeling, crouching, reaching, working in confined spaces, and occasional lifting/moving of equipment up to 25 pounds (heavier equipment with assistance). The role involves working with University stakeholders to support institutional technology services.

Responsibilities

• Serve as first point of contact for support requests, ticket intake, troubleshooting, documentation, and escalation.
• Assist with device setup, software installation, account support, email support, classroom checks, and user guidance.
• Maintain professional service standards and accurate ticket notes.

Qualifications

• Relevant degree, certification, or equivalent combination of education, training, and experience.
• Strong written, verbal, documentation, and customer-service communication skills.
• Ability to work collaboratively with faculty, staff, students, vendors, and cross-functional teams.
• Commitment to confidentiality, data stewardship, security awareness, and institutional service standards.
• Preferred: Higher education technology experience.
• Experience with Microsoft 365, Teams, SharePoint, OneDrive, endpoint management, cloud services, ticketing, documentation, or project tools.
• Customer service or technical support experience.

Skills

• Strong written and verbal communication skills; ability to collaborate with faculty, staff, students, vendors, and cross-functional teams.
• Commitment to confidentiality, data stewardship, security awareness, and institutional service standards.
• Ability to communicate technical information clearly, maintain accurate documentation, and respond professionally to user questions.
• Ability to troubleshoot, document findings, use sound judgment, and escalate issues appropriately within the assigned role.
• Technical competencies: Frontline support; Customer service; Ticket documentation; Troubleshooting; Escalation judgment.

Pay

Wage Range $19.84 to $22.50 per hour