IT Help Desk Specialist — Imaging, Deployments & Support

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

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.