- Published: November 17, 2022
The IT Helpdesk Support provides frontline hardware and software technical assistance to faculty, staff, students and parents. The IT Helpdesk Support also assists with critical backend tasks on hardware and software to ensure optimal performance.
Working Hours: Monday - Thursday 7:30 - 4:30, Friday 8:00 - 3:00.
Primary responsibility is user support and customer service. Respond to help desk calls, online submittals, walkins, and emails. Document help desk resolutions and follow up with users to ensure resolution is satisfactory.
Assist staff and faculty with technology problems in offices and classrooms including laptops, printers, Apple TVs, projectors, SMARTboards, and Smart TVs.
Assist with device distribution at the start of the year.
Prepare devices for special circumstances: testing, trips, etc.
Set up video recording cameras for classes and events.
Assist users with account logins, password resets, and connection to AIS networks.
Assist with badge printing.
Administer mobile devices using JAMF.
Perform hardware and software installations, configurations and updates as needed.
Organize and maintain back office storage.
Track inventory levels of equipment and materials.
Check out and return technology equipment.
Assist in creating training materials pertaining to computer troubleshooting and usage.
Learn fundamental operations of commonly used software, hardware, and other equipment.
Other duties as assigned by the Technology Director
Appropriate degree or equivalent experience.
Excellent customer service skills
Excellent communications skills
Excellent organizational skills
Strong troubleshooting and critical thinking skills
Good understanding of mobile devices
Strong knowledge of Google Workspace applications
High level of proficiency in English - verbal and written
Experience with the following is preferred:
Enterprise Mac and Mac OS support
Experience with Mobile Device Management