Help Desk Tech

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Job Summary

Level 2 Help Desk Technicians serve as technical subject matter experts within the help desk. They provide advanced support, mentor junior team members, own documentation and support standards, and act as bridges between the help desk and other support teams.

Reports to:

IT Director Help Desk

Supervisory Responsibility: N/A

Indirect Supervisory Responsibility: N/A

• Provide advanced troubleshooting and resolution for escalated, complex technical issues
• Serve as technology owners for specific platforms (JAMF, Intune, etc.)
• Identify recurring problems and work cross-functionally to develop scalable solutions
• Mentor Level 1 Help Desk Technicians and IT Student Workers; foster a culture of growth and technical curiosity
• Conduct learning sessions with Level 1 Help Desk Technicians and IT Student Workers to cross‑train and share knowledge
• Act as owners of the help desk’s documentation and knowledge base
• Create, audit, and maintain accurate and actionable documentation
• Champion standard operating procedures (SOPs) and ensure they are followed
• Collaborate with infrastructure and cybersecurity teams to uphold technical standards and avoid misconfigurations
• Support IT projects by participating in deployments, rollouts, and testing
• Assist with network data drop repairs (cable testing, patching, labeling, basic remediation) in collaboration with the network team
• Assist with system administration (Google Workspace, Microsoft 365, Entra , Papercut, etc.)
• Set an example of professionalism, reliability, and continuous learning
• Proactively seek out training opportunities and share knowledge with the team
• Demonstrate ownership and accountability over assigned responsibilities without relying on the supervisor to resolve all advanced support scenarios
• Properly track IT assets in the ticketing system
• Respond to issues in person, on the phone, or through remote support tools
• Work outside normal hours for planned and unplanned events and issues

Additional/Non‑essential Duties

All remaining duties are considered “nonessential” within the context of the ADA, which means that the function could be reassigned to another employee in order to allow a disabled individual to hold the position. Alternatively, the manager could try to provide a reasonable accommodation so that the disabled individual could perform the function.

Lakeand Main Campus

Required

Education:

High School/GED

Preferred Education: Bachelor’s Degree in Computer Science, Business or Information Technology

IT Technical Certificates are preferred

Required: 5 Years

Preferred: (none listed)

• Intune/Autopilot software policy deployment
• JAMF Mobile Device Management
• Firm knowledge and experience with a Microsoft Windows Active Directory domain
• On‑call availability
• Proficient in Microsoft Office suite
• Proficient in Windows, Apple, and Android operating systems
• Ability to multitask
• IT experience in a Professional/Business environment
• Ability to troubleshoot various hardware and software issues from different vendors and OS platforms

• Proficient in Power Shell scripting for Windows
• Proficient in bash, shell scripting for Apple
• A+ Certification, Network+ Certification, Microsoft Certification, Apple Certification
• JAMF/Intune Administration
• Experience in higher education processes and procedures

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment.

• This position is considered non-essential for the purposes of Emergency Response.

Ability to lift 30‑40 pounds

None

M‑F 8‑4:30 pm

All new hires and employees transferring into a new position will have a 90‑day probationary period within which to learn the functions of the job and to be evaluated. Following the probationary period, the employee can transition to regular status, have the probationary period extended to receive more training, or…