University - Help Desk Associate

Position Overview

The University Help Desk Associate provides frontline technical support to students, faculty, and staff, ensuring seamless operation of IT services. This role combines problem-solving expertise with exceptional customer service to resolve hardware, software, and network issues efficiently.

Tasks

Key Responsibilities

• Technical Support: Troubleshoot and resolve issues related to operating systems (Windows/macOS), software (MS Office, LMS), network connectivity, and devices (laptops, mobile).
• User Assistance: Manage password resets, account access, email/VPN setups, and multi-factor authentication via phone, email, chat, and in-person interactions.
• System Maintenance: Install/configuring software/hardware, update documentation, and escalate complex issues to senior IT staff.
• AV/Event Support: Set up audio-visual equipment for campus events and classrooms.
• Education: Guide users on IT best practices and security protocols.
• Inventory Management: Track and maintain hardware/loaner equipment inventory.

Requirements

Qualifications

Education:

• High school diploma (required).
• Associate’s/Bachelor’s in IT, Computer Science, or related field (preferred).

Soft Skills:

• Strong communication, patience, and problem-solving abilities.
• Ability to explain technical concepts to non-technical users.