Part-Time IT Help Desk Support Technician

Job Category

Non-Classified

Part-Time IT Help Desk Support Technician

WVSOM Main Campus, Lewisburg, WV

37.5

Non-Exempt

The West Virginia School of Osteopathic Medicine (WVSOM) is currently looking for a part‑time IT Help Desk Support Technician. This temporary position has an hourly rate of $20‑$25/hour contingent upon education and experience, and will work up to 37.5 hours per week as needed (maximum of 1,040 hours per fiscal year). No benefits are provided. The role is entry‑level and provides basic technical support to administration, faculty, staff (both on‑ and off‑campus), students and other constituents as needed, reporting to the Technical Help Desk Manager.

It is a non‑classified, non‑exempt position. The weekly schedule will be established between the supervisor and the employee, given the needs of the department and the institution. West Virginia School of Osteopathic Medicine is an equal opportunity employer.

High School or GED

An equivalent combination of relevant and recent experience and training which provides the required knowledge, skills, and abilities may be considered.

• High school diploma or GED required (college coursework welcome but not required).
• Demonstrated ability to learn new systems and technology quickly (training provided).
• Detail‑oriented: able to follow step‑by‑step processes, record accurate ticket notes, and meet deadlines.
• Customer support experience in a technical environment preferred (help desk, retail tech, call center, etc.).

• Extensive knowledge in problem solving; uses logic to identify alternatives to solve complex and integrated technical problems, anticipates problems and identifies and evaluates potential sources of information and generates alternatives to solve problems where precedents do not exist.
• Ability to communicate with customers with diverse needs and a variety of end‑user skill sets; provide technical or complex information about products and services; assess customer needs and identify products and/or services to meet their needs; resolve complex or non‑routine problems and questions.
• Knowledge of computer hardware, mobile devices, different operating systems including Windows 11 and macOS; wired and wireless networking; setting up profiles; device provisioning and restoration; establishing network shares for file sharing and printing; remote diagnostic tools; data communication protocols, web browsers and internet services; various software products (MS Office Suite).
• Must be able to develop training materials, knowledge‑base information, and procedures.
• Excellent verbal and written communication skills; phone etiquette; people and customer service‑oriented skills.
• A+, Network+, CCNA, Security+, MCSE, or VCP highly sought.
• Must be able to work independently as well as part of a team.

• Assist with student laptop program and deployments utilizing Microsoft Intune.
• Manage inventory for student laptops.
• Discuss technical problems with students, analyze and diagnose underlying problems and resolve them; this may involve communication with outside vendors if warranty is involved.
• Student account assistance with Active Directory or Banner passwords.
• Provide support for handheld devices such as cell phones, iPads and tablets.

• Discuss, analyze, diagnose and resolve tier 1 technology problems.
• Account assistance with Active Directory and Banner passwords.
• Ensure proper encryption of devices and external drives using the latest encryption technology tools.
• Backup for surplus inventory asset management, including proper procedures for device disposal or refurbishment.

• Utilize remote diagnostic tools and troubleshooting skills to resolve technical issues.
• Extensive use of the department’s ticketing system for issue initiation, resolution and follow‑up.
• Knowledge and ability to troubleshoot basic network connections on computers and mobile devices.
• Provide support for Windows and macOS…