IT Help Desk Technician

Full-time

Staff positions

April 9, 2025


We are seeking a reliable, knowledgeable, and customer-oriented Help Desk Technician to join our dynamic IT team. In this role, you’ll serve as the first point of contact for technical support across the organization, providing timely assistance to faculty, staff, and students. Your problem-solving skills, communication abilities, and technical expertise will play a key role in keeping our technology running smoothly in a fast-paced, service-driven environment.
 


Responsibilities & duties:

  • Respond promptly to technical support requests in person, via phone, email, or ticketing system.
  • Troubleshoot and resolve hardware issues with desktops, laptops, projectors, scanners, printers, and other peripherals.
  • Diagnose and fix software problems, including operating system errors, crashes, and configuration issues.
  • Perform basic to intermediate network troubleshooting (e.g., connectivity issues, IP conflicts, Wi-Fi access).
  • Set up and maintain user accounts, including email, system access, and permissions.
  • Administer cloud-based tools such as Google Workspace, Zoom, and other SaaS platforms.
  • Maintain Active Directory, including password resets, user group assignments, and organizational unit management.
  • Support onboarding processes by preparing devices, provisioning accounts, and orienting new users to IT policies and tools.
  • Manage and resolve support tickets efficiently, escalating complex issues as needed.
  • Create and maintain documentation for common issues and standard operating procedures.
  • Provide technical assistance and guidance in a clear, professional, and friendly manner.
  • Track and manage IT inventory, ensuring accurate asset records.
  • Assist with routine system updates and maintenance tasks.
  • Prioritize tasks effectively, especially in response to urgent or critical issues.


Required Qualifications and Skills:

  • Proven experience in a Help Desk or IT Support role.
  • Strong knowledge of hardware, software, and network troubleshooting.
  • Hands-on experience with Windows, macOS, and mobile operating systems.
  • Familiarity with Google Workspace, Zoom, and other collaboration platforms.
  • Working knowledge of Active Directory, user provisioning, and email systems.
  • Ability to physically diagnose and replace faulty hardware components.
  • Excellent verbal and written communication skills.
  • Strong customer service mindset and the ability to work calmly under pressure.
  • Self-motivated, dependable, and able to manage multiple tasks in a fast-paced environment.


Preferred Qualifications:

  • Experience with IT ticketing systems such as Freshdesk, Zendesk, or ServiceNow.
  • Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
  • Basic scripting skills (PowerShell, Bash) for automation tasks.


Work Environment & Additional Information:

  • May require occasional lifting or transportation of IT equipment.
  • Availability for occasional off-hours or on-site support may be necessary.
  • Will work closely with users of varying technical ability—empathy, patience, and a collaborative attitude are essential.

Applicants should submit the following materials via email with "IT Help Desk Technician "in the subject line, to [email protected]:


Work Environment & Additional Information:

  • Cover letter
  • Curriculum vitae

No telephone calls, please. While we thank all applicants for their interest, only those under consideration will be contacted for a follow-up interview. AUIS is an Affirmative Action / Equal Employment Opportunity employer that believes cultural diversity is essential to education.