IT Help Desk Technician

nextSource; Providence (RI); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Healthcare Benefits

Voluntary STD & LTD

401(k) Retirement Planning

Discount Program

Job summary

nextSource is seeking an IT Help Desk Technician for a temporary/contract role in Providence, RI. The position involves providing technical support to faculty, students, and staff, including guidance on IT security protocols.

Responsibilities include triaging problems via multiple channels, supporting hardware and software, and managing account issues. Occasional after-hours and weekend support are required.

Qualifications

• 1–2 years of IT Help Desk experience.
• Knowledge of Mac, PC and mobile devices including apps like Google Apps and Zoom.
• Experience with desktop computing support.
• Proven ability to troubleshoot first-level technical issues.
• Excellent customer service and communication skills.
• Ability to multitask and work independently or in a team.

Responsibilities

• First point of contact to triage problems via phone, chat, email, or in-person.
• Support hardware, software, peripherals, mobile devices and other equipment.
• Troubleshoot account issues and manage electronic services.
• Occasionally work outside regular business hours and participate in on-call rotations.
• Occasionally provide weekend support for events.

Skills

Mac/PC support

Customer service

Communication

Multitasking

Teamwork

Problem solving

Adaptability

Education

Bachelor’s degree preferred

Tools

Google Apps

Zoom

IT ticketing system

Job description

TEMP/CONTRACT

Location: Providence, RI

Pay Rate: commensurate with experience

The IT Help Desk Technician provides technical support for faculty, students and staff within the support areas of the OIT Service Center. The Technician is part of a team which provides technical advice, guidance and information training to the University user community for both general and in-depth technical issues.

This position must also adhere to and enforce all electronic IT security protocols with all users within the Community.

KEY RESPONSIBILITIES:

• First point of contact to triage problems and guide customers through IT support via phone, chat, email and in-person.
• Supports customers with a variety of computer hardware, software, peripherals, mobile devices and other electronic equipment.
• Troubleshooting account issues, including managing the creation, modification and deletion of electronic services.
• Occasionally work outside of regular business hours.
• Regularly scheduled overnight on-call responsibilities for responding to emergency alerts (are shared between team members).
• Occasionally provide weekend support for special events such as Reunion/Commencement.

EXPERIENCE AND QUALIFICATIONS:

Required

• 1 to 2 years of IT Help Desk experience
• Knowledge of Mac, PC and mobile devices including applications such as Google Apps, Zoom, or enterprise ticketing systems
• Experience with desktop computing support
• Proven ability to problem-solve, understand and troubleshoot first-level technical issues
• Excellent customer service skills
• Excellent written and oral communications
• Excellent organizational skills; attention to details
• Ability to multitask is required
• Demonstrated ability to work independently as well as part of a team
• Strong computing, analytical, and organizational skills
• Demonstrates a willingness and ability to support a diverse and inclusive environment

Nice to Have

• Experience in supporting higher education, software installations, Zoom administration, supporting Google Workspace

EDUCATION:

• Bachelor’s degree preferred

ENGAGEMENT TERMS:

• W2 only
• No C2C or third-party agencies/suppliers
• No work authorization sponsorship now or in the future

nextSource is proud to be an Equal Employment Opportunity and Aff ...? We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences, or for any other reason.

nextSource is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail].

What nextSource Provides:

• Healthcare Benefits including Medical, Prescription, Vision & Dental Coverage | United Healthcare
• Voluntary STD & LTD | New York Life
• 401(k) Retirement Planning | Fidelity
• Discount Program

*You are Eligible to participate in the benefits program if you are considered a full-time employee of nextSource, working at least 30 hours per week on a consistent basis. Your coverage will be effective on the 1st of the month following 60 days of employment.