Help Desk Technician

Overview

The Help Desk Technician serves as the first point of contact for faculty, staff, and students seeking technical assistance, providing traditional help desk support and hands‑on classroom technology support to ensure instructional spaces are fully functional.

• Provide front‑line technical support via phone, email, walk‑in, and ticketing system.
• Deliver excellent customer service with clear communication and professionalism.
• Assist faculty, staff, and students with technical issues in real time, including in‑class support.
• Provide support for classroom technology including projectors, displays, control systems (e.g., Extron), document cameras, and audio systems.
• Respond to urgent classroom calls to ensure minimal disruption to instruction.
• Assist faculty with connecting devices, using presentation tools, and troubleshooting AV issues.
• Perform routine checks of classroom technology to ensure readiness.
• Coordinate and support setup events, presentations, and special academic needs.
• Document classroom issues and escalated complex AV problems as needed.
• Log, categorize, and prioritize incidents and service requests in the ticketing system (e.g., KACE).
• Maintain accurate documentation of issues, resolutions, and follow‑ups.
• Monitor ticket queues and ensure timely resolution or escalation.
• Troubleshoot and resolve issues related to Windows and macOS systems.
• Support Microsoft 365 and other campus applications.
• Assist with hardware troubleshooting, device setup, and imaging.
• Provide basic support for printers, mobile devices, and peripherals.

• Assist with account access, password resets, and multi‑factor authentication.
• Support systems such as email, LMS (e.g., Canvas), and administrative platforms.
• Guide users on self‑service tools and system access.
• Escalate advanced technical or AV issues to appropriate IT or AV specialists.
• Collaborate with Academic Support, Infrastructure, and other IS&T teams.
• Communicate status updates clearly to users and stakeholders.
• Create and maintain knowledge base articles and classroom support guides.
• Identify recurring classroom or help desk issues and recommend improvements.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned. The individual holding this position will serve as a representative of the University and, as such, shall promote a positive impression by demonstrating a collegial and professional customer‑service approach at all times.

• Strong customer service and communication skills.
• Ability to remain calm and responsive in urgent classroom situations.
• Ability to explain technical concepts to non‑technical users.
• Strong organizational and multitasking abilities.
• Team‑oriented with a proactive approach to problem‑solving.

Associate’s degree in Information Technology, AV Technology, or related field;
Bachelor’s degree preferred. 1–3 years of experience in help desk, technical support, or AV support; strong troubleshooting and customer service skills.

• Experience supporting classroom or instructional technology in higher education.
• Familiarity with AV systems (e.g., Extron, Crestron, or similar).
• Experience with ticketing systems (e.g., KACE).
• Knowledge of Microsoft 365, Windows, and macOS.
• Experience with LMS platforms (e.g., Canvas).
• Familiarity with MFA tools (e.g., Duo).

• Primarily on‑site with frequent movement between buildings/classrooms.
• May require early morning, evening, or occasional weekend support.
• Ability to lift and move equipment (up to ~25–40 lbs).
• Fast‑paced environment, especially during class transitions and semester start.

Standing:
Under 1/3 of the time; walking:
Under 1/3 of the time; sitting:
Over 2/3 of the time; using hands:
Over 2/3 of the time; reaching with hands and arms:
Over 1/3 of the time; climbing or balancing:
Under 1/3 of the time; stooping, kneeling, crouching, or crawling:
Under 1/3 of the time; talking or hearing:
Over 2/3 of the time. Lifting:
Up to 10 pounds:
Over 2/3 of the time;
Up to 20 pounds:
Over 1/3 of the time;
Up to 50 pounds:
Under 1/3 of the time. Special vision requirements include close vision at 20 inches or less; distance vision at 20 feet or more; color vision; peripheral vision; depth perception; and ability to adjust focus.

The University of Montevallo does not discriminate against job applicants based on their national origin or citizenship or immigration status. Because of the costs associated with visa sponsorship/transfer, the University typically will not sponsor applicants for a work visa or transfer of an existing visa. No commitment for visa assistance and/or sponsorship can be made until a thorough search is conducted, including a proper and methodical review of all applicants.