Desktop Support Technician

What you'll do

• Act as the first point of contact to determine and resolve desktop and network issues.
• Provide technical support via in-person, telephone, email, and remote support tools.
• Install, configure, and test desktop computers, peripheral equipment, and software drivers.
• Diagnose and resolve problems with mobile devices, operating systems, printers, and connectivity.
• Manage the full lifecycle of help desk tickets including tracking, updating, and closing.
• Document troubleshooting steps, service activity, and outcomes in the work order management system.
• Escalate complex or service-impacting issues to the appropriate IT support groups.
• Maintain inventory records and perform hardware moves, migrations, and decommissioning of old equipment.

What we're looking for

• High School Diploma or equivalent.
• Associate degree in information technology, computer science, or a related field (preferred).
• Minimum 1 year of relevant experience providing technical or customer support involving computers, operating systems, software, mobile devices, printers, peripherals, account access, or connectivity.
• Experience using a work order or service management tracking system and supporting customers in a higher education or similarly service-focused environment (preferred).
• Ability to troubleshoot software, hardware, account access, authentication, printing, peripheral, and connectivity issues.
• Working knowledge of Windows and macOS installation, setup, and troubleshooting, along with common productivity and collaboration applications.
• Excellent problem-solving, organization, prioritization, follow-up, and documentation skills.
• Excellent written and verbal communication skills, including the ability to explain technical information clearly.