Help Desk Technician
On-siteMoon, Pennsylvania, United States
Job Summary
Respond to general inquiries and run diagnostic programs to isolate and resolve hardware, software, and system issues for University faculty, staff, and students. Utilize the Ticketing System and Knowledge Base to document requests and clearly communicate solutions while following procedures without direct supervision. Image and deploy computer and mobile hardware, refurbish devices for redeployment, and assist the Infrastructure Team with campus lab imaging during semester breaks. Report significant recurring issues to tier-2 support teams and collect feedback to identify patterns for resolving common troubleshooting questions.
Required Qualifications
- One to two years of proven experience as a Help Desk Technician or another customer service role
- Ability to diagnose and resolve basic computer/technical issues and convey technical concepts in a non-technical manner
- Excellent communication, analytical and problem-solving skills
- Keen attention to detail, a memory of patterns, and an interest in problem-solving
- Experience with Microsoft Azure or any other MFA system
- Experience with computer and mobile device management systems
- Ability to handle stressful situations with professional composure
- Basic knowledge of TCP/IP networking: networking topology, protocols, and services
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