Customer-Focused IT Help Desk Technician

Talentify; Worcester (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

The Help Desk Technician at MCPHS provides desktop and classroom support for all technology systems, ensuring a high level of customer service and satisfaction across the College community.

Responsibilities include first-level end-user support via phone, email, or in-person, troubleshooting of hardware, software, and network issues, login problems, and ticket tracking with timely resolution. Emphasis on documentation, user guidance, and security practices.

Qualifications

• Experience delivering high levels of customer service in fast-paced environments.
• 1-3 years of technical computing skills in desktop, laptop, and peripheral support.
• Basic knowledge of networking technologies and terminology.

Responsibilities

• Provide first-level support to end-users via phone, email, or in-person.
• Troubleshoot hardware, software, and network issues on desktops, laptops, and mobiles.
• Resolve login, connectivity, and software application problems.
• Record, track, and update support requests in the ticketing system.
• Maintain documentation, user guides, and FAQs.

Skills

Customer service

Desktop support

Peripheral support

Phone/in-person support

Troubleshooting

Tools

Windows OS

Office 365/Office 2013-2016

Adobe products

ESET anti-virus/anti-malware

Job description

The Help Desk Technician at MCPHS provides desktop and classroom support for all technology systems, ensuring a high level of customer service and satisfaction across the College community.

Responsibilities include first-level end-user support via phone, email, or in-person, troubleshooting of hardware, software, and network issues, login problems, and ticket tracking with timely resolution. Emphasis on documentation, user guidance, and security practices.