Help Desk Technician

Stevenson University; Owings Mills (MD); On-site; USD 60,000 - 75,000; Full time

Job summary

Stevenson University is seeking a Help Desk Technician to provide support to its community. This entry-level position involves diagnosing technology issues, training student employees, and ensuring high-quality service through various communication methods. Ideal candidates are detail-oriented, skilled in troubleshooting, and passionate about IT support within a higher education context.

Qualifications

• Experience providing technical support in a fast-paced environment is required.
• Ability to assess and diagnose hardware and software problems.

Responsibilities

• Provide client support via phone, remote access, and ticketing system.
• Document all client interactions and maintain accurate records.
• Train and support OIT student employees regularly.

Skills

Technical Support

Client Interaction

Troubleshooting

Job description

Join to apply for the Help Desk Technician role at Stevenson University

Join to apply for the Help Desk Technician role at Stevenson University

Position Summary

The Help Desk Technician will provide fast and effective technical support to students, faculty, and staff of Stevenson University. The Help Desk Technician will offer support by phone, in-person, using remote access tools, and through the Web Help Desk ticketing system to diagnose and solve technology issues. The Help Desk Technician will also train new OIT student employees and support, monitor, and assess performance of current OIT student employees.

Position Summary

The Help Desk Technician will provide fast and effective technical support to students, faculty, and staff of Stevenson University. The Help Desk Technician will offer support by phone, in-person, using remote access tools, and through the Web Help Desk ticketing system to diagnose and solve technology issues. The Help Desk Technician will also train new OIT student employees and support, monitor, and assess performance of current OIT student employees.

Essential Functions

Provide client support over the phone, in-person, via remote access, and through the Web Help Desk ticketing system.Support students, faculty, and staff by assessing and diagnosing computer and classroom hardware and software problems, user account issues, and network problems, and implements effective solutions.Respond to client support queries via phone, remote conferencing platforms, and the Web Help Desk ticketing system.Document all client interaction in the Web Help Desk ticketing system.Maintain accurate documentation for use by students, faculty, staff, and OIT employees.Train and support OIT student employees.Maintain accurate records of OIT student employee training history and performance.Complete regular performance reviews of OIT student employees by examining Web Help Desk ticket history and phone usage through the ACD (automatic call distribution) system reports.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Higher Education

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