Help Desk Technician

Job Level
Entry-level position
Job Category
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk

The Help Desk Technician responds to the College’s Help Desk activities and performs a variety of complex tasks, including level 1 and level 2 Help Desk Support.  The Help Desk Technician is one of several staff members responsible to cover the Help Desk from 8:00 AM – 10 PM M-F and Saturdays as needed, with staggering schedules. The specific hours for this position are M-F 12:00 PM – 8:00 PM. They are also critical in covering classroom support for both the School for Children and Graduate School classrooms. Reporting to the Infrastructure Communications Technologies (ICT) Manager, the Technician must function within the service-oriented culture of IT and, in particular, the Help Desk.


  1. Manage the ticket queue for IT, as well as respond to Help Desk tickets from problem-diagnosis through resolution and customer follow-up

  2. Install/Support classroom technologies, Projectors, Eno and Smartboard, and other AV equipment

  3. Image, update and maintain PC/MAC computers

  4. Support and maintain telecommunications infrastructure

  5. Provide 1st line support (password resets, access, general usage questions) for common applications used at the college including:  Google Apps, Canvas, Zoom, Microsoft Apps.

  6. Other projects and duties as requested

Education and/or Experience

Bachelor degree in computer science preferred, or equivalent in education and training.  Experience in higher education is a plus.


The Help Desk Technician will rely on previous experience and judgment to plan and accomplish goals.  The incumbent will be encouraged to engage in collaborative efforts to improve and refine Help Desk protocol and systems with the goal of enhancing support that meets the needs of the College. 

  • Basic-to-intermediate PBX and telecommunications knowledge

  • Ability to multi-task projects and work-load efficiently

  • Keen attention to detail

  • Ability to prioritize in a fast-paced, high-demand environment

  • Highly self-motivated, directed and flexible

  • Eager and willing to learn new technologies

  • Excellent interpersonal skills and the ability to communicate effectively with diverse audiences

  • Strong customer service skills