Desktop Technician

We are seeking a highly motivated Desktop Technician to join our collaborative, mission-driven, dynamic, and innovative campus technology team. Reporting to the onsite Desktop Lead, the Desktop Technician is responsible for delivering first and second-tier technical support for desktop software, desktop hardware, classroom technology, printing, and network-related issues to faculty, staff, and students on campus. This role requires effective communication of technical solutions in a friendly and professional manner, providing initial diagnostic and troubleshooting assistance primarily in person, and occasionally online or over the phone.

Essential Job Duties:

• Troubleshoots and repair of laptop/desktop computers and related peripherals.
• Diagnoses and troubleshoots hardware, software, network, and system issues effectively.
• Installs, sets-up, tests, and troubleshoots non-computer IT equipment such as media, video, and phone systems in the classrooms and on campus.
• Configures, installs, maintains, troubleshoots; domains, user accounts, software accounts, network connectivity and wireless access.
• Resolves technology-related difficulties experienced by faculty, staff, and students.
• Develops and maintains desktop deployment systems to streamline the process of deploying images to endpoint devices.
• Accurately inputs, assigns, and updates service requests and incidents into the IT ticket tracking system. Maintain records and generate reports as required. Respond to service requests and incidents logged through the designated ticketing system. Escalate complex service requests when necessary.
• Utilizes, contributes to and approves newly created articles within the knowledge base to help resolve issues. Adhere to technical processes and procedures.
• Collaborates with IT staff to resolve and manage tickets in the IT ticket tracking system.
• Familiar with common Higher Education compliance standards (FERPA and GLBA).

Additional Responsibilities:

• Coordinate with vendors to resolve problems.
• Generate and review activity reports.
• Other duties, as assigned.

Required Skills/Abilities:

• Ability to format, install, set up, maintain, and troubleshoot desktop and laptop computers.
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and/or Google apps.
• Good written and verbal communication skills.
• Ability to explain technical concepts and train others in non-technical terms.
• Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.
• Ability to work collaboratively in a team environment.
• A strong focus on customer service.
• Good organizational skills with keen attention to detail.
• Ability to work independently and as part of a team.
• Ability to manage multiple tasks and prioritize effectively.

Minimum Qualifications:

• High school diploma or equivalent.
• A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.

Preferred Qualifications:

• Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc.
• Associate degree or bachelor's degree in computer science or a related field
• 2 or more years of related desktop experience in configuring, testing, and troubleshooting network connectivity and wireless access for computers or devices.