The University Help Desk Associate role involves providing frontline technical support to students, faculty, and staff to ensure the smooth operation of IT services. Your primary responsibility will be to address hardware, software, and network issues efficiently, combining problem-solving skills with exceptional customer service. You will troubleshoot and resolve issues related to operating systems (Windows/macOS), software (MS Office, LMS), network connectivity, and devices (laptops, mobile). Additionally, you will assist users with password resets, account access, email/VPN setups, and multi-factor authentication through various channels such as phone, email, chat, and in-person interactions. In this role, you will be responsible for installing/configuring software/hardware, updating documentation, and escalating complex issues to senior IT staff. You will also handle setting up audio-visual equipment for campus events and classrooms, educate users on IT best practices and security protocols, and manage hardware/loaner equipment inventory. The qualifications required for this position include a high school diploma (required) and an Associates/Bachelors degree in IT, Computer Science, or a related field (preferred). Soft skills such as strong communication, patience, and problem-solving abilities are crucial for this role, along with the ability to explain technical concepts to non-technical users.,
Position Overview The University Help Desk Associate provides frontline technical support to students, faculty, and staff, ensuring seamless operation of IT services. This role combines problem-solving expertise with exceptional customer service to resolve hardware, software, and network issues efficiently. Tasks Key Responsibilities Technical Support: Troubleshoot and resolve issues related to operating systems (Windows/macOS), software (MS Office, LMS), network connectivity, and devices (laptops, mobile). User Assistance: Manage password resets, account access, email/VPN setups, and multi-factor authentication via phone, email, chat, and in-person interactions. System Maintenance: Install/configuring software/hardware, update documentation, and escalate complex issues to senior IT staff. AV/Event Support: Set up audio-visual equipment for campus events and classrooms. Education: Guide users on IT best practices and security protocols. Inventory Management: Track and maintain hardware/loaner equipment inventory. Requirements Qualifications Education: High school diploma (required). Associate’s/Bachelor’s in IT, Computer Science, or related field (preferred). Soft Skills: Strong communication, patience, and problem-solving abilities. Ability to explain technical concepts to non-technical users.