Help Desk Technician

Fire Fighter Sales & Service Co.; Moon (VA); On-site; USD 42,000 - 64,000; Full time

Job summary

The University IT Help Desk seeks a Help Desk Technician to provide timely support for campus computer systems, software, and hardware. You will use the ticketing system and knowledge base to clearly communicate issues and resolutions.

Responsibilities include diagnosing problems, creating documentation, imaging and deploying devices, and assisting the infrastructure team during breaks. Two years' experience preferred; 4-year degree required.

Qualifications

• One to two years of proven help desk or customer service experience.
• Ability to diagnose basic computer issues and explain concepts clearly.
• Strong communication, analysis, and problem-solving skills.
• Attention to detail and pattern recognition for troubleshooting.
• Experience with Azure MFA or similar MFA systems.
• Familiarity with computer/mobile device management systems.
• Ability to stay composed in stressful situations.

Responsibilities

• Listen and ask educated questions to identify root causes and provide clear responses.
• Respond promptly to university faculty, staff, and student inquiries via ticketing system.
• Provide technical assistance for hardware, software, and systems issues.
• Follow documented procedures and communicate actions without supervision.
• Run diagnostic programs and scripts to resolve hardware/software problems.
• Report significant issues to tier-2 support when needed.
• Gather feedback to identify patterns and create helpful FAQs.
• Create documentation to aid troubleshooting and system processes.
• Image and deploy computers and mobile devices for university employees.

Skills

Excellent communication

Analytical problem-solving

Diagnose basic issues

Non-technical explanation

Azure MFA experience

MDM systems

TCP/IP basics

Education

4 Year Degree

Tools

Azure MFA

MDM systems

Job description

Job Location: Moon, PA – Moon, PA
Education Level: 4 Year Degree
Travel Percentage: None

The Help Desk Technician will be responsible for providing technical assistance and support to customer‑reported issues or inquiries regarding computer systems, hardware, or software. The Technician will be tasked with but not limited to: responding to general inquiries, running diagnostic programs, isolating problems, creating documentation, and determining and implementing solutions. It is expected that the Technician use the University's Ticketing System and Knowledge Base to document and clearly communicate requests, problems, and issues to customers and colleagues.

Responsibilities

• Listen and ask educated questions to determine the root cause of issues in addition to providing clear and positive responses
• Monitor and respond quickly and effectively to University faculty, staff, and student inquiries received through the IT Help Desk ticketing system
• Provide technical assistance and support for concerns and issues related to systems, software, and hardware
• Work in an environment that requires following procedures and documenting actions without direct supervision
• Run diagnostic programs and scripts to resolve problems related to hardware or software
• Report significant and recurring issues to the tier‑2 support teams
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to ease troubleshooting
• Create documentation to aid with troubleshooting and system processes
• Image and deploy computer and mobile hardware assigned to University employees
• Assist the Infrastructure Team with imaging campus lab and classroom computers during semester breaks
• Refurbish computers and mobile devices for redeployment

Qualifications

• One to two years of proven experience as a Help Desk Technician or another customer service role
• Ability to diagnose and resolve basic computer/technical issues and convey technical concepts in a non‑technical manner
• Excellent communication, analytical and problem‑solving skills
• Keen attention to detail, an ear for patterns, and an interest in problem‑solving
• Experience with Microsoft Azure or any other MFA system
• Experience with computer and mobile device management systems
• Ability to handle stressful situations with professional composure
• Basic knowledge of TCP/IP networking: networking topology, protocols, and services