Description:
At the SUU IT Help Desk, you are the face of campus technology. You will provide critical, first-level technical support to students, faculty, and staff, ensuring efficient and effective resolution of hardware, software, and network-related issues. Whether helping a student connect to campus Wi-Fi or assisting a professor with classroom technology, this role requires a blend of sharp technical problem-solving, excellent communication, and a strong commitment to high-quality customer service.
Responsibilities:
- First-Contact Technical Support: Diagnose and resolve technical issues related to desktops, laptops (Windows & MacOS), mobile devices, printers, projectors, and other peripherals via phone, email, and in-person.
- Customer Service Excellence: Deliver empathetic, prompt support. Keep users updated on the status of their requests and translate complex technical jargon into easy-to-understand guidance.
- IT Ticket Management: Efficiently utilize the campus IT ticketing system to log, track, prioritize, and document support requests from creation to resolution.
- Hardware Setup & Deployment:Assist with the configuration, deployment, and imaging of new computer systems, and enroll devices into campus device management systems (e.g., MDM/Intune/JAMF).
- Knowledge & Documentation: Contribute to internal and user-facing knowledge bases by documenting unique fixes, support processes, and procedures.
- Team Collaboration: Work dynamically with other IT teams, escalating complex network or infrastructure issues responsibly with clear, detailed notes.
Qualifications:
- Technical Proficiency:Strong foundational knowledge of Windows and macOS operating systems, Microsoft 365 Suite, and common web browsers/desktop applications.
- Basic Networking:Understanding of basic networking principles (Wi-Fi connectivity, IP addresses, DNS).
- Soft Skills:Exceptional interpersonal, verbal, and written communication skills. The ability to remain calm and professional under pressure.
- Problem-Solving & Agility:Strong troubleshooting logic with the ability to research solutions independently.
- Experience & Certifications (Preferred but not required): Prior experience in a customer service or IT support environment. CompTIA A+, Network+, ITIL, or equivalent certifications are a major plus.