IT Service Desk

A leading institution is seeking a Service Desk Technician to provide front-line IT support to faculty, staff, and administrators via phone, email, chat, and in person. Reporting to the Assistant Director of IT, this role requires strong customer service skills and proficiency in both Windows and macOS environments.

Responsibilities:

• Provide technical support across multiple channels (phone, email, chat, in-person)
• Troubleshoot and resolve issues related to computers, printers, software, and network connectivity
• Install and configure software and peripheral devices
• Manage AV systems and assist with device setup and troubleshooting
• Register and support networked devices; activate network and telephone jacks
• Document support activities in ServiceNow, ensuring accuracy and completeness
• Apply effective customer service practices, including setting expectations and confirming issue resolution
• Use internal knowledge bases and technical expertise to resolve support tickets
• Escalate complex issues to appropriate IT teams when necessary
• Perform other duties as assigned

Qualifications:

• Bachelor’s degree
• 2–3 years of relevant IT support experience
• Strong working knowledge of Windows and macOS environments
• Strong diagnostic and problem-solving abilities
• Customer-focused mindset with empathy and patience
• Able to manage priorities in a fast-paced, team-oriented environment
• Highly organized, detail-oriented, and able to work independently
• Ability to multitask and stay focused under pressure

Compensation: $20-23/hr
Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.

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