Desktop Technician

Reporting to the onsite Director of Customer Experience, or the CIO, the Desktop Technician is a front-line IT support professional responsible for delivering timely, courteous, and effective technical assistance to students, faculty, and staff across the institution. This position serves as a primary point of contact for technology-related incidents and service requests, providing Tier 1 and Tier 2 support across a broad range of hardware, software, and connectivity issues.

This role requires effective communication of technical solutions in a friendly and professional manner, providing initial diagnostic and troubleshooting assistance in person, online and over the phone, as well as broad foundational technical knowledge, sound troubleshooting methodology, and a genuine commitment to delivering a positive support experience in a diverse and dynamic higher education environment.

• None

• Maintains accurate records of IT hardware assets including computers, monitors, and peripherals using the institutional asset management system.
• Performs setup, imaging, configuration, and deployment of Windows and macOS workstations for new and existing users.
• Diagnoses and repairs hardware failures including component replacement for desktops, laptops, and peripherals where within scope; coordinates warranty repairs and vendor service as needed.
• Troubleshoots network connectivity issues, including wired and wireless access, for end users.
• Accurately inputs, assigns, and updates service requests and incidents into the ticket tracking system. Maintains records and generates reports as required. Responds to service requests and incidents logged through the designated ticketing system.
• Processes equipment loans, replacements, and returns in accordance with departmental procedures, documenting all transactions.
• Collaborates with IT staff to resolve and manage tickets in the IT ticket tracking system.
• Escalates unresolved incidents to Tier 3 support teams (system administrators, network engineers, application teams) with thorough documentation of steps taken and findings.
• Assists with training and mentoring of student employees.
• Utilizes, contributes to and creates newly created articles within the knowledge base to help resolve issues.
• Adheres to technical processes and procedures.
• Processes requests for user account password resets and access provisioning in Active Directory in accordance with institutional policies.
• Assists users with multi-factor authentication (MFA) enrollment, device registration, and account recovery procedures.
• Enforces account security policies including password complexity requirements and account lockout procedures, educating users on best practices.
• Assists with the coordination of equipment surplus, disposal, and secure data sanitization in compliance with institutional policy.
• Participates in periodic physical inventory audits to reconcile asset records and identify discrepancies.
• Provides feedback to the Director of Customer Experience on trends in ticket volume, recurring issues, and opportunities to improve support processes or user training.

• Coordinate with vendors to resolve problems.
• Generate and review activity reports.
• Other duties, as assigned.

• Ability to format, install, set up, maintain, and troubleshoot desktop and laptop computers.
• Working knowledge of Windows 10/11 and macOS operating systems, including configuration, troubleshooting, and software management.
• Familiarity with Google Workspace and Microsoft Office Suite (Word, Excel, PowerPoint).
• Good written and verbal communication skills.
• Strong customer service orientation with the ability to communicate technical concepts clearly and patiently to non-technical users.
• Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.
• Ability to work collaboratively in a team environment.
• Good organizational skills with a keen attention to detail, accuracy, and follow-through.
• Ability to work independently and as part of a team.
• Ability to manage multiple tasks and prioritize effectively.