What are the responsibilities and job description for the Helpdesk Technician position at LaGrange College?
Job Summary
The Helpdesk Technician is a Tier-1 position and serves as the initial point of contact in delivering essential hardware and software support to faculty, staff, and students. This role manages the IT helpdesk ticketing system, which provides tracking for support requests involving the installation, diagnosis, repair, maintenance, and upgrading of end-user equipment.
The IT department operates as a highly integrated and efficient cross-functional unit. We value a cooperative approach to troubleshooting, active participation in team-driven initiatives and a commitment to maintaining a unified, supportive, and cohesive workplace. As such, the ideal Helpdesk Technician must thrive in a collaborative environment and possess a strong drive to learn and expand new technical skills.
Job Duties (including but not limited to):
- Helpdesk Operations and Intermediate-to-Advanced Support: This role provides empathetic and professional assistance in person, via email, or remotely through telephone and Microsoft Teams.
- Licensing: Taking ownership of the account provisioning/deprovisioning processes as well as user license monitoring is vital.
- Cross-Functional Troubleshooting: Organize, prioritize and resolve support requests independently, while escalating support queries to other IT team members as appropriate.
- End-User Training & Knowledge Sharing: Provide clear, accessible technical guidance through both formal and informal training to the campus community, while actively contributing to internal team documentation to keep collective knowledge current.
- Collaborative Technical Lifecycle Management: Partner with IT team members to install, diagnose, repair, and maintain all IT infrastructure to ensure optimal performance. Manage the IT inventory, tracking all company-owned hardware, devices, and peripherals according to department standards.
- Campus Event & Setup Coordination: Coordinate with the events team and campus stakeholders to provide seamless technical setup and active support for IT needs at campus events.
Minimum Requirements
- To maintain alignment with department standards, all personnel must fulfil one of the following milestones prior to the conclusion of their first year:
- Foundational Credentialing: Secure a foundational Google IT Support Professional certificate or equivalent certification if no active credential was held at the time of onboarding.
- Continuous Advancement: With guidance from IT leadership, advance a currently held credential to the next tier.
- A proven track record of thriving in a highly collaborative, cross-functional team environment where knowledge sharing and mutual support is paramount.
- Proven experience in helpdesk and customer service environments where maintaining strong interpersonal soft skills is considered a strong asset. Experience working in a college or university environment is preferred.
Skills and Abilities:
- Knowledge: Experience with, but not limited to the following is preferred:
- Windows Ecosystem: Operational knowledge of both Windows Desktop and Server environments.
- macOS Navigation: Familiarity and basic troubleshooting with the Apple macOS platform.
- Mobile Operating Systems: Fundamental support and configuration of iOS and Android devices.
- Microsoft Active Directory: Experience with local directory services and standard user account management.
- Microsoft Cloud Suite: Core familiarity with M365, Azure, and Entra ID environments.
- Network Troubleshooting: Ability to diagnose basic connectivity issues including TCP/IP, DHCP, and DNS configurations.
- Physical Infrastructure: Basic proficiency with low-voltage cable tracing and physical media termination.
- Audio-Visual Systems: Operational awareness of integrated AV hardware, displays, projectors, and related cabling.
- Soft Skills: While technical aptitude is required, this position heavily prioritizes strong interpersonal communication. Retention and longevity in this position are dependent upon the employee's active alignment with LaGrange College’s core values and institutional pillars, which include but are not limited to:
- A Close-knit Community: True success in this role relies on a commitment to seamless peer-to-peer collaboration where knowledge is shared openly and workloads are tackled collectively. This systematic purpose is paired with an empathetic, supportive approach to serving the faculty, staff, and students who make up our campus community. A passive, isolated, or non-communicative approach to self/project management is incompatible with this role.
- A Pursuit of Lifelong Learning and Guided Growth: A proactive approach to learning new technologies and adapting to shifting team priorities without hesitation.
- A Purposeful Place and Soulful Service: A dedicated, professional demeanor rooted in accountability and mutual respect. An unwavering commitment to practicing "Soulful Service" across the entire college community.
LaGrange College is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sex, age, national origin, disability, veteran status or any other legally protected status.