What are the responsibilities and job description for the Help Desk Technical Support position at Lancaster Bible College?
Job Details
Description
Job Summary:
This position provides technical support and maintenance for the College’s technology hardware, software, and IT infrastructure. The role is critical in ensuring the effective operation of systems that support faculty, staff, and students.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 25 pounds at times.
Personal Qualities:
- The desire to grow, develop, and mature, both spiritually and professionally
- The ability to create and maintain a Christian professional atmosphere in all internal and external relationships
- A spirit of cooperation and willingness to serve others
- The desire and ability to disciple and mentor students
- A professional appearance
Education and Experience:
- Associate’s degree in Computer Science, Information Systems, or a related field, OR 2 years of experience in IT-related help desk or customer service roles.
- Demonstrated commitment to ongoing professional development to stay current with technological advancements.
- Some experience in a college environment or corporate Help Desk/Desktop support setting preferred.
Required Skills/Abilities:
- Technical Skills:
- Proven ability to repair and maintain technology hardware, including desktops, laptops, and peripherals.
- General knowledge of networking, software installation, and troubleshooting.
- Familiarity with Microsoft 365 applications and basic functionality is a plus.
- End-User Support:
- Strong interpersonal skills to interact effectively with end-users, diagnose technical problems, and deliver solutions.
- Ability to deliver training and guidance on Microsoft 365, College-specific applications, and other systems to improve user proficiency.
- Network and Infrastructure:
- Basic understanding of networking concepts, including LAN/WAN, Wi-Fi troubleshooting, and telephone systems.
- Familiarity with documenting and organizing technology hardware, including campus infrastructure.
- Soft Skills:
- Ability to think logically and remain calm under pressure.
- Strong organizational skills and attention to detail.
- Excellent communication skills, both written and verbal.
Duties/Responsibilities:
- Help Desk Operations:
- Manage the daily operations of the Help Desk Ticket System, ensuring compliance with the department’s Service Level Agreement (SLA).
- Assist the Help Desk Manager in troubleshooting and resolving issues related to computer hardware, software, printing, networking, and telephone systems.
- Technical Support:
- Diagnose and resolve technical problems with Microsoft 365 applications, Intune-managed devices, SharePoint, Exchange, and Azure Active Directory configurations.
- Support and maintain classroom technology, ensuring seamless operation during instructional hours.
- Install and maintain software, hardware, and network/telephone infrastructure, ensuring routine follow-up maintenance.
- System Monitoring and Maintenance:
- Monitor the status of hardware, software, networking, and communication systems, escalating issues to the Help Desk Manager as necessary.
- Maintain detailed asset management records of campus computer systems and infrastructure.
- Collaboration:
- Work closely with other IT team members to maintain system-wide updates, security protocols, and infrastructure changes.
Assist in other duties whenever called upon as needed for the good and welfare of the total College ministry.
Qualifications