IT Support / Help Desk Technician I

About the role

The IT Support/Help Desk Technician I is responsible for providing first-level technical support to students, faculty, staff, and other users. This position serves as the primary point of contact for hardware, software, account access, security, and network-related issues. The technician troubleshoots and resolves technical problems, utilizes knowledge base articles and standard support procedures, and escalates complex issues to specialized support teams when necessary. All incidents, service requests, and resolutions are accurately documented to ensure a high level of customer service and operational effectiveness.

Responsibilities

• Serves as the primary point of contact for hardware, software, account access, security, and network-related issues.
• Troubleshoots and resolves technical problems using knowledge base articles and standard support procedures.
• Escalates complex issues to specialized support teams when necessary.
• Accurately documents all incidents, service requests, and resolutions to ensure high levels of customer service and operational effectiveness.

Requirements

This position requires little to no related experience. No specific certifications are required.

Qualifications

• High school diploma or equivalent.
• Experience with Windows operating systems and Microsoft Office products.
• Basic understanding of computer hardware and networking concepts.
• Excellent communication and problem-solving skills.

Skills

• Strong troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team.
• Effective written and verbal communication skills.
• Basic knowledge of Microsoft Windows operating systems and Microsoft Office products.
• Basic understanding of computer hardware and networking concepts.

Pay

$17.00/hour

Schedule

7:00 a.m. – 4:00 p.m., Monday – Friday