Help Desk Technician

Socket.dev; Worcester (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

MCPHS University is seeking a Help Desk Technician to provide desktop and classroom support for technology systems. You will handle first-level support via phone, email, or in person and troubleshoot hardware, software, and network issues on desktops, laptops, and mobile devices.

Responsibilities include incident tracking, documenting solutions, user education, and ensuring timely resolution with strong customer service. Some after-hours support may be required.

Qualifications

• Experience delivering high levels of customer service in fast-paced environments.
• 1–3 years of technical computing skills in desktop, laptop, and peripherals; basic networking knowledge.
• Familiarity with Windows operating systems (7/8/10), Office 2013/2016/365, Adobe products, and anti-virus tools (ESET).
• Ability to prioritize by urgency and manage multiple deadlines.
• Strong verbal and written communication; can interact with diverse users.
• Flexibility to adjust schedule for university events or breaks.

Responsibilities

• Provide first-level support to end-users via phone, email, or in-person.
• Troubleshoot hardware, software, and network issues on desktops, laptops, and mobile devices.
• Resolve login, connectivity, and software application problems.
• Provide backup/overflow phone & email support to the College community
• Provide consistent and immediate support for classroom technology (video conferencing, projection, PC connectivity).
• Record, track, and update all support requests in the ticketing system.
• Escalate unresolved issues to higher-level IS staff or vendors as appropriate.
• Follow up to ensure timely resolution and user satisfaction.
• Assist with setup, configuration, and installation of computers, peripherals, and software.
• Perform routine maintenance, updates, and patching of hardware and software systems.
• Support backup and recovery procedures when necessary.
• Resolve all network printer problems.

Skills

Desktop support

Phone/Email support

Hardware troubleshooting

Software troubleshooting

Networking basics

Documentation

User training

Communication

Tools

ESET

Job description

The Help Desk Technician provides desktop and classroom support for all MCPHS technology systems, including peripherals, while maintaining a high level of customer service and satisfaction.

Technical Support

• Provide first-level support to end-users via phone, email, or in-person.


• Troubleshoot hardware, software, and network issues on desktops, laptops, and mobile devices.


• Resolve login, connectivity, and software application problems.


• Provide backup/overflow phone & email support to the College community


• Provide consistent and immediate support for all classroom technology (video conferencing, projection equipment, PC connectivity, etc.)

Incident Management

• Record, track, and update all support requests in the ticketing system.


• Escalate unresolved issues to higher-level IS staff or vendors as appropriate.


• Follow up to ensure timely resolution and user satisfaction.

Customer Service

• Maintain a high degree of customer service for all support issues by taking ownership and being proactive in ensuring established service levels are met.

System Maintenance

• Assist with the setup, configuration, and installation of computers, peripherals, and software.


• Perform routine maintenance, updates, and patching of hardware and software systems.


• Support backup and recovery procedures when necessary.


• Resolve all network printer problems (paper jams, connectivity, toner changes, etc.)

Documentation

• Create and maintain technical documentation, user guides, and FAQs.


• Document common solutions to recurring problems for knowledge base updates.

User Education

• Provide guidance and training to users on software applications, security practices, and IS policies.


• Promote best practices for efficient use of technology resources.

Security and Compliance

• Ensure compliance with organizational IS policies and security protocols.


• Assist in monitoring security alerts, malware issues, and data protection procedures.

Collaboration

• Work closely with IS team members to support projects and initiatives.


• Assist in testing new hardware, software, or network solutions.

Other Duties

• Stay updated on emerging technologies and IS trends.


• Perform additional duties as assigned by the Supervisor or Help Desk Coordinator.

Qualifications

Required:

• Experience with providing a high level of customer service in a fast-paced environment.


• Minimum of 1-3 years of technical computing skills in desktop, laptop, and peripheral support, as well as a basic level of knowledge of networking technologies and terminology.


• Familiarity with Microsoft operating systems (Windows 7, 8, and 10), business enhancement applications (Office 2013, 2016, 365, Adobe products), and anti-virus/anti-malware tools (ESET).


• Ability to manage shifting priorities and deadlines, and the ability to prioritize by criticality of situation.


• Ability to deal directly with clients of all technical backgrounds and professional levels.


• Excellent verbal and written skills.


• Flexibility to adjust schedule as needed for semester or holiday breaks, event, or project support.

Preferred:

• Experience in developing technical documentation very desirable.

Physical Requirements:

• Standing, sitting, manual dexterity, ability to move between offices and floors of buildings.


• Ability to meet deadlines and perform well under pressure.


• Ability to be physically in attendance at designated worksite during scheduled work hours and to work some evenings and weekends.


• Normal range of vision and hearing (with or without correction).


• Light lifting/carrying of technology related hardware and supplies.