Help Desk Technician
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Job Location:
Raleigh, WV - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
The Helpdesk Technician ensures Shaw Universitys devices remain functional and its AI systems stay accurate.
This role provides help desk support manages endpoint lifecycle and patch compliance and maintains the
universitys AI chatbot and voice bot platforms.
Essential Job Functions:
Serve as first point of contact for technical support across campus (Windows macOS printers
classroom tech)
Image configure deploy update and retire all campus devices
Enforce critical security patches within 48 hours of vendor release
Maintain and improve AI bots: manage training data edit dialog monitor performance and
release weekly updates
Convert resolved support tickets into self-help knowledge base articles
Track and report key performance indicators (KPIs): ticket resolution time patch compliance AI
bot accuracy
Other duties as assigned
Supervisory Responsibilities
None
Minimum Job Qualifications
Education and/or Experience
Associate degree in Information Technology or related field
OR
2 years of desktop support or help desk experience
Hands-on experience with Endpoint Central or a similar patch-management platform (e.g. Intune
SCCM Jamf)
Exposure to conversational-AI platforms (e.g. Dialogflow Microsoft Bot Framework Lex)
Strong working knowledge of Windows 11 macOS endpoint/AV security and basic networking
Certificates Licenses or Registrations
None required
Preferred:Certifications in patch management endpoint management or conversational AI platforms
Other Competencies (skills abilities behavior)
Must have a philosophy that is consistent with the Mission Vision and Core Values of the organization. Vision
commitment and experience in achieving goals and pursuing excellence is critical. Strong oral and written
presentation skills. Ability to work well independently and as a member of a team. Excellence in organization
decision-making problem-solving and creating a collaborative environment. Ability to manage multiple projects
simultaneously. Must be able to read write and speak fluently in English.
Physical Demands
Ability to sit or stand for up to 8 hours/day. Some lifting (up to 25 pounds occasionally) bending and carrying.
The employee is regularly required to talk and hear and to use hands and fingers to handle or feel.
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Located in downtown Raleigh, NC, Shaw University offers a career-focused education in a supportive family environment.
