Helpdesk Support Technician

Job Purpose

The Helpdesk Support Technician, will serve as the first point of contact for faculty and students seeking technical assistance. Primary responsibilities will be to troubleshoot, diagnose and resolve hardware and software issues, ensuring that our learning environment remains uninterrupted and effective. The successful candidate will report to the Director of Information Technology, and play a crucial role in fostering a positive experience with technology for both educators and students.

Key Duties and Responsibilities

• Operate the Help Desk and provide Level 1 end-user technical support to faculty, staff, and students via phone, email, and in-person.
• Log and track all support requests in the Help Desk ticketing system.
• Diagnose and resolve hardware and software issues with devices such as laptops, desktops, tablets, printers, and peripherals.
• Maintain inventory of spare laptops, desktops, and peripherals for loan purposes.
• Assist in troubleshooting network connectivity issues, including Wi-Fi, VPN access, and network printer connectivity.
• Deploy new software images, applications, and updates/patches to school devices.
• Support networked copiers and printers, including replacing consumables and troubleshooting issues.
• Ensure functionality of Smartboards, televisions, and AV equipment, including cable management, firmware updates, and network connectivity.
• Provide audio/visual support for meetings and events.
• Liaise with outside vendors for repairs and follow up as needed.
• Contribute to and maintain a knowledge base for common technical issues and solutions.
• Provide basic training to users on various technologies and best practices.
• Assist with the maintenance, cleaning, installation, and upgrades of systems, hardware, and software.
• Administer user and computer accounts in Active Directory and Google Workspace.
• Collaborate with the IT team on larger projects, including system upgrades and hardware/software rollouts.

Minimum Qualifications and Experience

Qualifications and Attributes:

• Associate’s degree in Information Technology or related field; relevant certifications are a plus (CompTIA A+, ITIL, etc.).
• Experience in a helpdesk or technical support role, preferably in an educational setting.
• Strong troubleshooting skills in diagnosing basic networking, hardware and software issues.
• Proficiency in Windows 10/11 operating systems, and familiarity with Active Directory, Microsoft Office Suite and Google Workspace applications.
• Excellent verbal and written communication skills, including the ability to interact directly with students, faculty, and staff in a respectful, professional and courteous manner.
• Highly organized and meticulous about records, documentation, and accuracy.
• Attention to detail is a must. Ability to prioritize and execute tasks in a timely fashion, in a team-oriented and collaborative environment, as well as independently.
• Physical requirements include lifting up to 40lbs. Must be willing to fully engage in school life to understand your environment.

Required Competencies, Skills and Abilities

All applicants for the above post are asked to provide the following information: Post applied for, full name, date of birth, nationality, full details of Higher Education and relevant qualifications and experience and three written professional references with their contact information. The successful candidate will be required to provide a recent police check and complete SCARS Training.