Helpdesk Technician I

Position: Helpdesk Technician I

Status: Full-time, non-exempt, staff

Department: Information Technology

Reports to: Director of Information Technology

Pay: $19.50 To $22.50 Per Hour

Position Description:

The Helpdesk Technician I is part of a team that supports and maintains desktops, peripherals, servers (cloud and on-prem), networking and telephone infrastructure/services, and select media equipment throughout campus. The work of this role involves providing at the elbow and virtual support to all campus constituents, which includes but is not limited to installing, diagnosing, repairing, maintaining, and upgrading hardware and software, as necessary.

Duties & Responsibilities:

• Works regular shifts at the Helpdesk, dealing with incidents, processing requests, and providing support via phone, conference call, chat, email, or in person.
• Responds in person to trouble calls in classrooms or other facilities or venues on campus.
• Installs, configures, and upgrades operating systems and software, using standard business and administrative packages.
• Installs, assembles, and configures computers, monitors, and peripherals such as printers, scanners, and related hardware.
• Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network, and peripheral equipment problems.
• Assist with college Conference Services with audio & video setup, support, and take down both during hours and after hours as needed with rotation of other IT staff.

Under the guidance of other IT staff:

• May modify specific applications for department-specific needs.
• Makes hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
• Assists with pulling cables and the rewiring of cables as required for new installations and office reconfiguration.

Qualifications - Required:

• Practical and verifiable experience in:

• Providing support to users in a business or educational setting.
• Computer installation, maintenance and repair experience involving desktops, laptops, printers, and other common peripherals.
• Use of common campus and business applications (ex. Office 365, etc.) to the degree that one can assist others in their use.

-OR-

• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job as listed above.

• Candidate must be customer service oriented and have excellent communication and organizational skills.
• Ability to work with a broad range of diverse individuals and groups to form a safe and inclusive workplace.

Qualifications - Preferred:

• Equivalent to completion of two years of college-level coursework in computer science, information technology or a related field.
• Experience in cabling and networking configuration.
• Higher education experience.

Paul Smith’s College is an equal opportunity employer. Position descriptions are created that focus on essential functions, using inclusive language, and avoid unnecessary or discriminatory requirements.