Helpdesk Technician, Information Technology Services-26

Helpdesk Technician, Information Technology Services A1202P

RESPONSIBILITIES: The primary mission of the Information Technology Services Help Desk is to support campus users with hardware, software and network difficulties. The Help Desk Technician works as a team member in the ITS department, but primarily with the ITS Help Desk, which consists of a Help Desk Coordinator, Help Desk Technicians, and student technicians. The Help Desk Technician works with all ITS staff to diagnose and solve any problems as needed. This may include both network and regular PC support problems. The Help Desk is responsible for maintaining proper functionality of all the computer labs across campus. Each person performs their own data entry into a work order tracking system.

Job Duties as Help Desk Technician include but are not limited to:

• Prioritizes work orders for all technicians.
• Work with ITS members to diagnose problems for all computing equipment on campus.
• Work with ITS members to repair computing equipment on campus.
• Work with ITS members to maintain all computing equipment on campus.
• Work with ITS members to upgrade all computing equipment on campus.
• Work with ITS members to maintain, upgrade and repair computing equipment in all computer labs across campus.
• Ensure proper functionality of workstations, software and peripherals in computer labs across campus.
• Offer technical support on-site via phone, email or remote.
  
  

Physical Requirements

• Ability to lift objects up to 25 pounds including using the upper body to raise objects from a lower position to a higher position; ability to reach including extending the arm and hand; ability to stand for short or extended periods of time; ability to engage in repetitive motions including finger dexterity; ability to speak, hear and see. Ability to crouch, climb and walk stairs. Must be able to remain in a stationary position 50 percent of the time.
  
  

MINIMUM QUALIFICATIONS: Work experience with Microsoft Windows and core Microsoft Office applications is required, along with experience installing, configuring, testing, troubleshooting, and repairing computer hardware and software; removing viruses, malware, and spyware; and routinely delivering and setting up computer systems. Candidates must possess basic networking knowledge, including IP addressing, DHCP, DNS, and network hardware, and experience using help desk management software to track work orders and support tickets. Effective communication, interpersonal, and customer service skills are essential, including the ability to assist users with varying levels of technical knowledge. Candidates must be able to manage multiple tasks, respond promptly to user requests, document troubleshooting procedures and workplace protocols, and work collaboratively within a team. An understanding of the academic environment, a commitment to continuous learning and service, and the ability to maintain professionalism and confidentiality are required.

PREFERRED QUALIFICATIONS: Bachelor’s degree in information technology, computer science, or a related field. Extensive experience supporting computer hardware and software in a networked environment, preferably in higher education. Experience with enterprise endpoint deployment and management tools, such as Microsoft Configuration Manager (SCCM), including operating system imaging, application deployment, software updates, and equipment inventory. Familiarity with Active Directory, Group Policy, BitLocker, endpoint security, and macOS or Linux support. Experience supporting classroom technology, audiovisual equipment, and computer labs. Ability to research and document troubleshooting solutions, assist team members with complex issues, and evaluate new technology. Experience training users with varying technical abilities and mentoring student technicians or interns. Relevant technical certifications, such as CompTIA A+, Network+, or Microsoft certifications, are beneficial.

Salary Range

Commensurate with education and work experience.

Institution

Cameron University (www.cameron.edu) is a state-supported regional institution located in Lawton, Oklahoma, that offers undergraduate and graduate degrees. Dedicated to excellence, the university provides a wide range of economic, cultural, and educational opportunities for the betterment of all citizens. Master’s-level graduate degrees are offered in business, behavioral sciences, and education; baccalaureate programs are offered in more than forty disciplines, and associate degrees are offered in many other studies. The close proximity of Fort Sill contributes to an area rich in cultural diversity and provides the opportunity for frequent cooperative efforts. The combined community of Lawton/Fort Sill has a population of more than 100,000 and is located adjacent to the picturesque Wichita Mountains Wildlife Refuge. A copy of the University’s Annual Security Report, listing crime statistics and university policies, is available by contacting the Office of Public Safety or by accessing the report online at www.cameron.edu/ops.

Applying

Attachments should include a cover letter indicating experience applicable to position, resume, transcripts (unofficial are acceptable at this point), names, addresses, and telephone numbers of three professional references.

Deadline

Applications will be accepted until the position is filled.

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