Help Desk Technician

We are seeking a skilled Helpdesk Technician to provide fast and effective technical assistance on computer systems at Mount Saint Mary College (MSMC). The ideal candidate will have excellent problem-solving and communication skills, ensuring that users can utilize technology smoothly and efficiently. 

Responsibilities: 

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or in person. 
• Perform remote troubleshooting through diagnostic techniques and pertinent questions. 
• Determine the best solution based on the issue and details provided by customers. 
• Walk customers through the problem-solving process. 
• Direct unresolved issues to the next level of support personnel. 
• Provide accurate information on IT products or services. 
• Record events and problems and their resolution in logs. 
• Follow up and update customer status and information. 
• Install, modify, and repair computer hardware and software. 
• Clean up computers and run diagnostic programs to resolve problems. 
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. 
• Train users on new equipment, software, and procedures. 
• Maintain daily performance of computer systems. 
• Troubleshoot issues that arise in the classroom and other departments. 
• Deploy laptops for new hires. 
• Administer and assign users M365 accounts. 
• Connect users to Wi-Fi. 
• Assist with event setups and troubleshooting during events. 
• Experience with standard trouble ticketing systems (Zoho). 
• Input inventory for tech equipment. 
• Create accounts for new hires. 
• Review email logs for Gmail and Outlook. 
• Create documentation. 
• Troubleshoot Papercut/printer issues. 
• Must work one late shift per week. 
• Provide occasional weekend coverage as needed. 
• Provide PTO coverage as needed. 

Requirements: 

• Proven experience as a Helpdesk Technician or other customer support role. 
• Tech-savvy with working knowledge of office automation products, databases, and remote control. 
• Good understanding of computer systems, mobile devices, and other tech products. 
• Ability to diagnose and resolve basic technical issues. 
• Excellent communication skills. 
• Customer-oriented and cool-tempered. 
• Experience with M365 administration and Google Suite is a plus. 
• Associate's degree in IT, Computer Science, or relevant field or known IT standard certifications preferred 
• Minimum 2 years relevant experience required