Desk Technician

Description

Reporting to the Technology Support Services Manager, the Support Desk Technician will take ownership in providing multi-level support to students, faculty, and staff for any and all computer-related issues, including software, hardware, networking and mobile devices. They are responsible for troubleshooting system configurations, classroom technologies such as projectors and interactive whiteboards, learning management systems (currently Canvas), and campus-standard software suites, including G Suite, Microsoft Office, and Adobe Creative Cloud.

The Support Desk Technician is also responsible for installing and upgrading all computer hardware for the Lawrenceville Community, as well as assessing helpdesk trends. Their primary responsibilities include supporting the community using helpdesk software and other support tools, as well as assisting with device management, user maintenance, and event management.

• Efficiently respond to and resolve assigned support tickets, including deployment, repair, issue troubleshooting, and customer support. Provide technical assistance and troubleshooting for a wide range of technologies across campus, including:
• Campus software and systems, including (but not limited to) Microsoft 365, Google Workspace, Adobe Creative Cloud, Veracross, Canvas LMS, and Zoom.
• Technology hardware, including (but not limited to) laptops, desktops, printers, copiers, iPads, tablets, and other computer peripherals and mobile devices.
• Classroom and meeting space technology, including (but not limited to) projectors, displays, interactive whiteboards, microphones, speakers, and portable A/V systems.
• Follow the Service Level Agreement (SLA) and achieve an acceptable score for all tickets.
  
  Note:
  
  SLA is only counted during your regular work schedule (weekends are not used to calculate and score SLA times).
• Provide support for network connectivity issues, including Wi‑Fi access, VPN connections, and account login troubleshooting.
• Serve as the first point of contact for customers seeking technical assistance. Appropriately escalates support tickets when needed.
• Answer Support Desk phone, email, and walk‑up inquiries. Perform onsite and remote troubleshooting when appropriate. Provide accurate information on IT products and services, as well as policies and procedures.
• Record technical issues and request timely support in the support desk ticketing system. Use the ticketing software to maintain notes, document pertinent information, and record resolutions.
• Proactively alert management to high‑priority issues, unresolved tickets, or situations requiring higher technical expertise. Partner with team members to coordinate the onboarding process for faculty, staff, and students.
• Maintain inventory of school assets by documenting hardware, including equipment asset tags, serial numbers, assigned user, and warranty information.
• Provide technical support for users' onboarding and offboarding, including account creation, access setup, equipment preparation, and account deactivation in accordance with IT policies and procedures.
• Assist with preventative maintenance on user‑facing devices. Deploy and configure computer images, software packages, and updates across campus systems in accordance with ITS standards.
• Partner with Team Members for all campus events requiring technology support.
• Perform routine tasks for the VoIP phone system, including adds, moves, and changes.
• Assist with the technical training of new Support Technicians.

• Occasional weekend/evening and or holiday work may be required. Coordinate with ITS team members and other departments in support and preparation for annual or cyclical campus events such as student orientation, Family Weekend, Graduation, and Board of Trustees meetings.
• Other duties and projects as assigned, given the rapidly changing and mission‑critical nature of the department’s responsibilities.

• Bachelor's degree in Information Technology or related discipline.
• 1‑2 years of experience supporting technologies in a mid‑size educational environment.
• Industry standard…