What are the responsibilities and job description for the Senior Help Desk Technician position at OculusIT?
The Senior Helpdesk Support Technician provides front-line technical support for faculty, staff, and students within a higher education environment, with a strong focus on classroom technology assistance. This role is responsible for troubleshooting hardware, software, audiovisual, and instructional technology issues to ensure seamless teaching and learning experiences. The analyst supports campus-standard systems, learning management platforms, and classroom technologies, responds to service requests via multiple channels, and delivers timely, customer-focused solutions. In collaboration with academic and IT teams, the role helps maintain reliable classroom operations, supports instructional continuity, and contributes to a positive, technology-enabled academic environment.
Key Responsibilities:
- Serve as the first point of contact for IT support requests from faculty, staff, and students via phone, email, ticketing system, and in person.
- Provide real-time classroom technology support, including troubleshooting audiovisual systems, computers, projectors, microphones, lecture capture, and smart classroom controls.
- Assist faculty before, during, and after class sessions to ensure instructional technologies function properly.
- Diagnose and resolve hardware, software, network, and peripheral issues; escalate complex problems to appropriate IT teams when necessary.
- Support learning management systems (LMS), video conferencing platforms, and instructional software commonly used in higher education.
- Install, configure, test, and maintain classroom and lab technology equipment according to campus standards.
- Monitor and respond to classroom support requests to minimize instructional disruption and downtime.
- Document incidents, service requests, resolutions, and procedures accurately within the IT service management (ITSM) system.
- Provide basic training and guidance to faculty and staff on classroom technologies and supported IT tools.
- Collaborate with academic departments, instructional technology teams, and central IT staff to support teaching and learning needs.
- Participate in routine maintenance, testing, and upgrades of classroom technology and computing resources.
- Follow established IT policies, security standards, and best practices while supporting institutional systems and data.
- Contribute to continuous improvement of helpdesk services by identifying recurring issues and recommending solutions.
- Support special academic events, exams, and presentations that require technology setup or on-site assistance.
Qualifications:
• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent technical experience.
• 1–3 years of experience in IT helpdesk or end-user support, preferably within a higher education setting.
• Strong working knowledge of Windows, macOS, Microsoft 365, and standard business applications.
• Experience with ticketing tools such as ManageEngine, ServiceNow, or Zendesk.
• Understanding of networking fundamentals, printers, and peripheral device support.
• Excellent communication, customer service, and problem-solving skills.
• Ability to multitask and prioritize in a fast-paced, service-driven environment.
Preferred Qualifications:
• Experience supporting academic systems (LMS, SIS, etc.) and hybrid learning technologies (Zoom, Teams, AV tools).
• Relevant certifications such as CompTIA A , ITIL Foundation, or Microsoft Modern Desktop Administrator.
• Experience working in a managed IT service or client-supported model.