Helpdesk Technician
Trinity Washington University, located in Washington, D.C., is seeking a Helpdesk Technician to provide technical support for the university’s students, faculty and staff. This full time role will be part of a team of systems administrators. The Helpdesk Technician will report to the Chief Technology Officer for daily task, project assignments and personnel needs. A successful candidate should possess a bias for action, great customer service skills and a desire to learn. Primary responsibilities include:
- Resolving end-user phone, walk-in and field support requests with a high degree of customer satisfaction.
- Demonstrate the ability to achieve successful outcomes in handling difficult situations and customers.
- Prioritizing assigned tasks efficiently with minimal supervision.
- Support student, faculty and staff requesting help with computers, network, software applications, phones, printers, scanners, audio/visual equipment and all IT service and support issues.
- Proactively maintain lab and classroom technologies to prevent service disruption.
- Executing the successful completion of moves, set ups and account maintenance.
- Ensuring compliance with major IT operational processes, policies, and procedures in support of IT standard practices.
- Participating in the execution of institutional initiatives, projects and software and hardware lifecycle refreshes, i.e. Windows 10 and Office 2019 deployment, computer upgrades, etc.
- Other job-related duties as assigned.
The hours for this position are 8AM to 5PM, Tuesday through Saturday.
EDUCATION REQUIREMENTS:
- Candidates with the Associate’s and/or Bachelor’s degree will be considered first
CERTIFICATION REQUIREMENTS:
- A+ and/or Network+ desirable
QUALIFICATIONS:
- 1-3+ years experience with user support in a progressively dynamic IT field.
- Excellent customer service oriented skills.
- Must be able to demonstrate a strong understanding and working knowledge of computer hardware fundamentals, including desktops, notebooks, projectors, printers and other peripherals.
- Must have excellent troubleshooting and analytical skills, specifically with Microsoft Windows 10, Mac OS X and application suites Office 2016-2019, Smart Technologies, antivirus and wireless configuration.
- Must be able to perform Active Directory account maintenance.
- Experience with anti-malware and virus removal.
- Experience with ticket management systems and escalation.
- Experience troubleshooting mobile devices is a plus (Android, iPad, iPhone, etc.).
- May be required to lift computer equipment up to 25lbs.