Description

You provide consultative and technical support to ensure system performance and timely problem resolution.

This role is on-site.

Responsibilities

• Act as the first point of contact for technical support via telephone, email, and walk-in requests.
• Install, configure, and maintain desktop and laptop hardware and software for faculty and staff.
• Triage and route advanced second and third-tier requests to network services, software engineers, or application developers.
• Diagnose technical issues and implement effective solutions for end users.
• Document all request histories and resolution efforts within the ticketing and inventory management systems.

Required Skills

• 3+ years of experience in a help desk or technical support role.
• 3+ years of experience using ticketing systems such as ServiceNow.
• 3+ years of experience with Microsoft Office software, including Outlook, Word, Excel, Access, and PowerPoint.
• 3+ years of proficiency with Windows, macOS, and Linux operating systems.
• 3+ years of experience with network fundamentals, including TCP/IP, DNS, and DHCP.
• 3+ years of experience explaining technical concepts to non-technical users.
• Proven ability to prioritize tasks, manage time, and maintain detailed records.
• Strong customer service skills for interacting with frustrated or anxious users.

Key Skills

Education

Any Graduate