What are the responsibilities and job description for the Information Technology Help Desk Support position at OculusIT?
The IT Helpdesk Support position provides frontline technical assistance to students, faculty, and staff, ensuring reliable access to campus technology and smooth daily operations. This role requires exceptional customer service, strong technical troubleshooting skills, and the ability to work in a fast-paced academic environment.
Key Responsibilities:
· Provide in-person, phone, and email technical support for Windows, macOS, and mobile devices with a focus on high-quality customer service.
· Troubleshoot network and Wi-Fi issues, printer connectivity, classroom technology, audiovisual equipment, and other campus systems to minimize instructional disruptions.
· Manage and maintain the IT Helpdesk ticketing system, including triaging, tracking, and resolving support requests in a timely manner.
· Maintain inventory of IT hardware and peripherals; coordinate imaging, configuration, distribution, and replacement of devices for employees and computer labs.
· Support campus VoIP phone systems, including device setup, number assignments, call routing, voicemail configuration, and troubleshooting.
· Assist with cybersecurity operations, including endpoint protection (SentinelOne or similar) and enforcement of user security best practices.
· Provide support for Zoom-equipped classrooms and hybrid learning environments; train faculty and staff and troubleshoot live instructional sessions.
· Build, update, and deploy standardized computer images to ensure consistent software configurations and security compliance.
Requirements:
· Demonstrated experience supporting Windows and macOS operating systems.
· Proficiency in troubleshooting:
o Wi-Fi and network connectivity issues
o Printer and peripheral connection problems
o Hardware, software, and operating system issues
· Hands-on experience with:
o Active Directory (user and group management)
o Google Workspace, Microsoft 365, and Zoom administration
o Computer imaging and deployment tools
o Endpoint security systems (SentinelOne or similar)
o IT Helpdesk ticketing systems and workflow processes
· Excellent communication, customer service, and interpersonal skills.
· Strong problem-solving ability, attention to detail, and sense of urgency.
· Ability to multitask and work independently in a fast-paced setting.
· Collaborative mindset with a willingness to learn new systems quickly.
Additional Details:
· Flexible working hours required.
· Some weekend availability is needed during the start of each semester and for major events such as Commencement, OAKtoberfest, and Orientation.
Qualifications
· Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent professional experience.
· 1–3 years of experience in an IT Helpdesk or technical support role.
· Experience in a higher-education IT environment is preferred but not required.