Help Desk Technician

The Helpdesk Support Analyst serves as the first point of contact for all IT support needs at an Oculus

IT-supported higher education institution. The role focuses on delivering high-quality, customer‑centric technical support to faculty, staff, and students while coordinating closely with the remote Oculus

IT team to ensure consistent and efficient IT service delivery across campus.

• Provide first‑level technical support for faculty, staff, and students via phone, email, or ticketing system.
• Troubleshoot and resolve issues related to desktops, laptops, printers, networks, and software applications.
• Support classroom and event Audio‑Visual (AV) setups, ensuring smooth operation of conferencing tools and presentation equipment.
• Log, track, and document all incidents and requests in the ticketing system, escalating as necessary to higher‑tier or remote Oculus
  
  IT support teams.
• Assist in the setup, configuration, and maintenance of workstations, user accounts, and peripheral devices.
• Ensure timely delivery of support in line with Service Level Agreements (SLAs) and Oculus
  
  IT processes.
• Collaborate with the Oculus
  
  IT remote operations team to monitor system health, updates, and maintenance schedules.
• Maintain professionalism and customer focus in all interactions, ensuring a positive support experience.
• Participate in regular service reviews, reporting trends and recurring issues to the Helpdesk Manager for process improvement.

• 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 Manage Engine, Service Now, 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.

• 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.

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Education, Accounting/Auditing, and Administrative

Industries:
Higher Education, Primary and Secondary Education, and Education Administration Programs

Location:

Buffalo, NY

Salary: $53,000.00‑$53,000.00

Posted: 3 weeks ago