Help Desk Technician

University of Montevallo; Montevallo (AL); On-site; USD 42,000 - 64,000; Full time

Job summary

The University of Montevallo is seeking a Help Desk Technician to serve as the first point of contact for faculty, staff, and students needing technical assistance, and to provide classroom AV support. This on‑site role ensures instructional spaces are functional and ready for teaching while delivering high‑quality customer service.

This position includes support for Windows and macOS, Microsoft 365, LMS tools like Canvas, and coordination with IS&T to keep campus technology reliable and

Qualifications

• Associate’s degree in Information Technology, AV Technology, or related field; 1–3 years of experience in help desk or AV support.
• Strong troubleshooting and customer service skills.
• Experience with classroom or instructional technology in higher education is preferred.

Responsibilities

• Provide front‑line technical support via phone, e‑mail, walk‑in, and ticketing system.
• Deliver excellent customer service with clear communication and professionalism.
• Assist faculty, staff, and students with technical issues in real time, including in‑class support.
• Provide support for classroom technology including projectors, displays, control systems (e.g., Extron), document cameras, and audio systems.
• Respond to urgent classroom calls to ensure minimal disruption to instruction.
• Assist faculty with connecting devices, using presentation tools, and troubleshooting AV issues.
• Perform routine checks of classroom technology to ensure readiness.
• Coordinate and support setup of events, presentations, and special academic needs.
• Document classroom issues and elevate complex AV problems as needed.
• Log, categorize, and prioritize incidents and service requests in the ticketing system (e.g., KACE or similar).
• Maintain accurate documentation of issues, resolutions, and follow‑ups.
• Monitor ticket queues and ensure timely resolution or escalation.
• Troubleshoot and resolve issues related to Windows and macOS systems.
• Support Microsoft 365 and other campus applications.
• Assist with hardware troubleshooting, device setup, and imaging.
• Provide basic support for printers, mobile devices, and peripherals.

Skills

Customer service

Communication

Troubleshooting

Organizational skills

Problem solving

Teamwork

Education

Associate degree in IT/AV or related

Bachelor's degree preferred

Tools

Extron

Crestron

KACE

Microsoft 365

Windows

macOS

Canvas LMS

Job description

Job Summary

The Help Desk Technician serves as the first point of contact for faculty, staff, and students seeking technical assistance. This role provides both traditional help desk support and hands‑on classroom technology support, ensuring instructional spaces are fully functional and ready for teaching. This position plays a critical role in supporting the academic mission by maintaining reliable classroom technology, assisting faculty with instructional tools, and delivering high‑quality customer service.

Responsibilities

• Provide front‑line technical support via phone, e‑mail, walk‑in, and ticketing system.
• Deliver excellent customer service with clear communication and professionalism.
• Assist faculty, staff, and students with technical issues in real time, including in‑class support.
• Provide support for classroom technology including projectors, displays, control systems (e.g., Extron), document cameras, and audio systems.
• Respond to urgent classroom calls to ensure minimal disruption to instruction.
• Assist faculty with connecting devices, using presentation tools, and troubleshooting AV issues.
• Perform routine checks of classroom technology to ensure readiness.
• Coordinate and support setup of events, presentations, and special academic needs.
• Document classroom issues and elevate complex AV problems as needed.
• Log, categorize, and prioritize incidents and service requests in the ticketing system (e.g., KACE or similar).
• Maintain accurate documentation of issues, resolutions, and follow‑ups.
• Monitor ticket queues and ensure timely resolution or escalation.
• Troubleshoot and resolve issues related to Windows and macOS systems.
• Support Microsoft 365 and other campus applications.
• Assist with hardware troubleshooting, device setup, and imaging.
• Provide basic support for printers, mobile devices, and peripherals.

Additional Duties

• Assist with account access, password resets, and multi‑factor authentication (MFA).
• Support systems such as email, LMS (e.g., Canvas), and administrative platforms.
• Guide users on self‑service tools and system access.
• Escalate advanced technical or AV issues to appropriate IT or AV specialists.
• Collaborate with Academic Support, Infrastructure, and other IS&T teams.
• Communicate status updates clearly to users and stakeholders.
• Create and maintain knowledge base articles and classroom support guides.
• Identify recurring classroom or help desk issues and recommend improvements.
• Other duties as assigned.

Knowledge, Skills and Abilities

• Strong customer service and communication skills.
• Ability to remain calm and responsive in urgent classroom situations.
• Ability to explain technical concepts to non‑technical users.
• Strong organizational and multitasking abilities.
• Team‑oriented with a proactive approach to problem solving.

Education and Experience

Associate’s degree in Information Technology, AV Technology, or related field; Bachelor’s degree preferred. 1–3 years of experience in help desk, technical support, or AV support; strong troubleshooting and customer service skills.

Preferred Qualifications

• Experience supporting classroom or instructional technology in higher education.
• Familiarity with AV systems (e.g., Extron, Crestron, or similar).
• Experience with ticketing systems (e.g., KACE).
• Knowledge of Microsoft 365, Windows, and macOS.
• Experience with LMS platforms (e.g., Canvas).
• Familiarity with MFA tools (e.g., Duo).

Working Conditions

• Primarily on‑site with frequent movement between buildings/classrooms.
• May require early morning, evening, or occasional weekend support.
• Ability to lift and move equipment (up to approximately 40 lbs).
• Fast‑paced environment, especially during class transitions and semester start.

Physical and Environmental Requirements

Standing: Under one‑third of the time; walking: Under one‑third of the time; sitting: Over two‑thirds of the time; using hands: Over two‑thirds of the time; reaching with hands and arms: Over one‑third of the time; climbing or balancing: Under one‑third of the time; stooping, kneeling, crouching, or crawling: Under one‑third of the time; talking or hearing: Over two‑thirds of the time. The position requires lifting: up to 10 pounds (over two‑thirds of the time), up to 20 pounds (over one‑third of the time), up to 50 pounds (under one‑third of the time). Special vision requirements: close vision (clear at 20 inches or less); distance vision (clear at 20 feet or more); color vision (ability to identify and distinguish colors); peripheral vision (ability to observe an area that can be seen up or down or to the left and right when vision is fixed on a given point); depth perception (three‑dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

EEO Statement

The University of Montevallo does not discriminate against job applicants based on their national origin or citizenship or immigration status. Because of the costs associated with visa sponsorship/transfer, the University typically will not sponsor applicants for a work visa or transfer of an existing visa. No commitment for visa assistance and/or sponsorship can be made until a thorough search is conducted, including a proper and methodical review of all applicants.