IT Helpdesk Lead: Endpoint & AV Support

Wilson College; Chambersburg (Franklin County); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Tuition remission for employees and

Retirement plan with TIAA

On-campus fitness center

Job summary

Wilson College seeks a service-oriented Technical Support Specialist to provide technology support to faculty, staff, and students across the campus. You will troubleshoot hardware, software, and audiovisual technologies, deploy and maintain endpoint devices, and coordinate with vendors for warranties and repairs.

The role includes supervising student helpdesk staff, developing training materials, and ensuring high customer service standards while supporting campus events and initiatives.

Qualifications

• Associate degree or equivalent education and experience, preferably in a computer-related field.
• Minimum of two years of experience providing endpoint, desktop, helpdesk, or related technical support.
• Experience supporting PC and Mac hardware and Windows and macOS operating systems.
• Experience with Microsoft Office/Microsoft 365, web browsers, web-based collaboration tools, and other commonly used end-user applications.
• Experience supporting instructional or audiovisual technology, including classroom presentation systems, projectors, and video conferencing systems, preferred.
• Experience with learning management systems preferred.
• Higher education experience or familiarity with higher education technology environments preferred.

Responsibilities

• Oversee the Wilson College technology helpdesk and ensure appropriate coverage during service hours.
• Provide telephone, remote, and onsite technical support to faculty, staff, and students, troubleshooting hardware, software, peripherals, and audiovisual tech.
• Deploy, configure, maintain, and support endpoint technology including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Assist with network-based endpoint deployment, imaging, software updates, patches, and security processes.
• Diagnose hardware issues and coordinate warranty service and repairs with vendors.
• Provide classroom, meeting, and event technology support when needed.
• Recruit, train, schedule, and supervise student helpdesk employees.
• Develop and maintain training resources and procedures for student helpdesk employees.
• Promote high standards of customer service, timely response, effective problem resolution, and user satisfaction.
• Participate in planning, budgeting, lifecycle management, and inventory activities related to endpoint devices and peripherals.
• Collaborate with Technology and Library Services and campus partners to provide reliable technology services.
• Participate as an active member of cross-functional teams and campus initiatives.

Skills

Customer Service

Helpdesk Operations

Communication Skills

Team Collaboration

Problem-Solving

Time Management

Technical Troubleshooting

Education

Associate degree

Tools

Microsoft 365

Web-based collaboration tools

Video conferencing

AV technologies

Job description

Wilson College seeks a service-oriented Technical Support Specialist to provide technology support to faculty, staff, and students across the campus. You will troubleshoot hardware, software, and audiovisual technologies, deploy and maintain endpoint devices, and coordinate with vendors for warranties and repairs.

The role includes supervising student helpdesk staff, developing training materials, and ensuring high customer service standards while supporting campus events and initiatives.