Assistant IT Helpdesk

Responsibilities

• Provide primary and secondary level support L1 and L2 for all hardware and software inquiries.
• Troubleshoot laptops, Windows, macOS workstations and mobile devices.
• Provide end‑user assistance for the Learning Management System (LMS) and Student Information System (SIS), including course access, user enrollment issues and portal navigation.
• Manage the full lifecycle of campus devices, including imaging, software deployment, patch management and security updates.
• Support enterprise productivity suites and specialized engineering software for research and teaching.
• Maintain and troubleshoot on‑site audio‑visual equipment.
• Support basic network connectivity tasks, including Wi‑Fi troubleshooting, VPN configuration and Active Directory user management.
• Create user guides, runbooks and KB articles.
• Track and manage all requests in the ticketing system through to resolution, ensuring clear communication to stakeholders.

• High school diploma or equivalent; associate’s or bachelor’s degree in Information Technology or a related field is a plus.
• 2–4 years of experience in a technical support or helpdesk environment.
• CompTIA A+, Network+, or similar foundational IT certifications are highly desirable.
• Familiarity with Windows and macOS operating systems and common productivity software (e.g., Microsoft Office Suite).