Desktop Technician
Job Location:
Madison, OH - USA
Hourly Salary:
Posted on:
Vacancies:
Job Summary
Reporting to the onsite Director of Customer Experience or the CIO the Desktop Technician is a front-line IT support professional responsible for delivering timely courteous and effective technical assistance to students faculty and staff across the institution. This position serves as a primary point of contact for technology-related incidents and service requests providing Tier 1 and Tier 2 support across a broad range of hardware software and connectivity issues. This role requires effective communication of technical solutions in a friendly and professional manner providing initial diagnostic and troubleshooting assistance in person online and over the phone as well as broad foundational technical knowledge sound troubleshooting methodology and a genuine commitment to delivering a positive support experience in a diverse and dynamic higher education environment.
Supervisory Responsibilities:
- None
Essential Job Duties:
- Maintains accurate records of IT hardware assets including computers monitors and peripherals using the institutional asset management system.
- Performs setup imaging configuration and deployment of Windows and macOS workstations for new and existing users.
- Diagnoses and repairs hardware failures including component replacement for desktops laptops and peripherals where within scope; coordinates warranty repairs and vendor service as needed.
- Troubleshoots network connectivity issues including wired and wireless access for end users.
- Accurately inputs assigns and updates service requests and incidents into the ticket tracking system. Maintains records and generates reports as required. Responds to service requests and incidents logged through the designated ticketing system.
- Processes equipment loans replacements and returns in accordance with departmental procedures documenting all transactions.
- Collaborates with IT staff to resolve and manage tickets in the IT ticket tracking system.
- Escalates unresolved incidents to Tier 3 support teams (system administrators network engineers application teams) with thorough documentation of steps taken and findings.
- Assists with training and mentoring of student employees.
- Utilizes contributes to and creates newly created articles within the knowledge base to help resolve issues.
- Adheres to technical processes and procedures.
- Processes requests for user account password resets and access provisioning in Active Directory in accordance with institutional policies.
- Assists users with multi-factor authentication (MFA) enrollment device registration and account recovery procedures.
- Enforces account security policies including password complexity requirements and account lockout procedures educating users on best practices.
- Assists with the coordination of equipment surplus disposal and secure data sanitization in compliance with institutional policy.
- Participates in periodic physical inventory audits to reconcile asset records and identify discrepancies.
- Provides feedback to the Director of Customer Experience on trends in ticket volume recurring issues and opportunities to improve support processes or user training.
Additional Responsibilities:
- Coordinate with vendors to resolve problems.
- Generate and review activity reports.
- Other duties as assigned.
Required Skills/Abilities:
- Ability to format install set up maintain and troubleshoot desktop and laptop computers.
- Working knowledge of Windows 10/11 and macOS operating systems including configuration troubleshooting and software management.
- Familiarity with Google Workspace and Microsoft Office Suite (Word Excel PowerPoint).
- Good written and verbal communication skills.
- Strong customer service orientation with the ability to communicate technical concepts clearly and patiently to non-technical users.
- Ability to adhere to set schedules meet deadlines and cover shift patterns to provide the coverage needed for the client.
- Ability to work collaboratively in a team environment.
- Good organizational skills with a keen attention to detail accuracy and follow-through.
- Ability to work independently and as part of a team.
- Ability to manage multiple tasks and prioritize effectively.
Minimum Qualifications:
- High school diploma or equivalent.
- A minimum of one-year related experience in supporting personal computer hardware software peripherals and printers.
Preferred Qualifications:
- Professional IT certifications such as CompTIA ITF A Network Server MCP etc.
- Associates degree or bachelors degree in computer science or a related field
- 2-5 years of related desktop experience in configuring testing and troubleshooting network connectivity and wireless access for computers or devices.
- Experience with IT service management (ITSM) ticketing systems such as ServiceNow Jira Service Management Freshservice or equivalent.
- Familiarity with endpoint management platforms such as Microsoft Intune SCCM or Jamf Pro.
- Knowledge of ITIL service management fundamentals; ITIL Foundation certification a plus.
- Experience in a higher education healthcare or other regulated support environment.
- Bilingual or multilingual language skills are a plus in support of a diverse campus community.
The estimated base salary range for this job is $21 - $23 per hour. The range represents a good faith estimate of the range that CampusWorks reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors including but not limited to skill sets; experience and training; licensure and certifications; required travel; and other business contractual and organizational needs.
This job is also eligible to participate in CampusWorks annual profit-sharing program which reflects CampusWorks pay for performance philosophy. The job is also eligible to participate in CampusWorks generous benefit offerings which include medical dental and vision coverage 401k retirement plan and other health and wellness plans.
The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.
Required Experience:
IC
About Company
Since 1999, colleges & universities have relied on CampusWorks for innovative solutions to improve operations, lower costs & enhance the student experience.
