Desktop Support Technician I

Position Summary

Rosalind Franklin University is seeking a Help Desk Support Technician I to provide frontline IT support to the university community. This entry-level role is responsible for assisting clients with routine technical issues, ensuring prompt and effective resolutions while maintaining a high standard of customer service. The technician serves as the initial point of contact for IT-related inquiries, utilizing established documentation and collaborating with experienced team members to troubleshoot and resolve issues efficiently. Responsibilities include technical troubleshooting, asset management, knowledge documentation, and maintaining service level expectations. This is a full-time, on-campus position and is part of a collective bargaining agreement.

Our generous benefits package includes medical, dental, and vision plans; paid parental leave; short-term and long-term disability plans; life insurance; flexible spending accounts; and a 403(b) retirement plan which includes an 8% employer contribution after two years of service. RFUMS is committed to employee well-being and work-life balance. Full-time staff members are eligible for three weeks of vacation / personal leave, 15 sick days, and 9 paid holidays, paid winter break, plus two floating holidays.

Who We Are

The IT Help Desk at Rosalind Franklin University is the first point of contact for technology support, assisting faculty, staff, and students with troubleshooting, device management, account access, and system support. We collaborate with other ITS teams to provide innovative and reliable technology solutions that support RFUMS’s mission of advancing interprofessional education, biomedical research, and the application of knowledge to improve wellness. Additionally, our technicians work closely with the Audio Visual team to ensure classrooms, conference rooms, and event spaces are equipped with dependable technology, enabling seamless teaching, learning, and collaboration.

Rosalind Franklin University of Medicine and Science is a graduate health sciences university committed to serving the population through the interprofessional education of health and biomedical professionals and the discovery of knowledge dedicated to improving wellness. The university embodies the spirit of inquiry and excellence modeled by its namesake Dr. Rosalind Franklin, whose Photo 51 was crucial to solving the structure of DNA. 

Essential Duties & Responsibilities

Troubleshooting

• Identifies, troubleshoots, resolves, and/or escalates basic technology issues, network connectivity, client/server processes, and application issues according to established policies and procedures.
• Serves as an initial point of contact for individuals and groups providing basic organizational information about technology resources and addressing their needs.
• Escalates but also collaborates with team members across the IT organization to resolve complex technical problems.

Inventory Management

• Populates and maintains the IT asset register with accurate information.
• Assists with the installation, configuration, repair, and modification of various technology hardware, software, and associated components under supervision.

Client Satisfaction

• Provides high-quality customer service by maintaining a client-focused approach in all interactions.
• Continuously seeks to improve efficiency and reduce resolution times within their ticket queue.
• Ensures timely and clear communication with clients, providing status updates on reported issues.
• Consistently meets SLAs to uphold service expectations and maintain client satisfaction.

Knowledge Management

• Reviews and updates knowledge base articles to ensure accuracy and relevance.
• Creates clear and concise documentation to communicate updated workflows and processes to the IT team and empower clients with self-service solutions.

Conditions of Employment

• Must achieve satisfactory results from a background check
• Compliance with the current COVID19 vaccination policy

Required Education & Experience

• High school diploma 
• Certificate, coursework, or work experience in Computer Science (CS), Computer Information Systems (CIS), Information Systems (IS), or Information Technology (IT).

Required Knowledge, Skills, & Abilities

• Strong problem-solving skills and a willingness to learn in a fast-paced IT support environment.
• Basic technical background with an understanding of common software, hardware, and networking concepts.
• Basic technical knowledge of macOS, iOS, Android, and Windows 10/11 operating systems.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Ability to work both independently and as a team.
• Analytical and problem-solving skills, with a proactive approach to addressing challenges.
• Ability to adapt and set priorities as requests come in and work effectively in a fast-paced environment.

Preferred Qualifications

• Associate degree in CS, CIS, IS, IT or other technology-related education.
• Experience in a higher education institution.
• 1-2 years work experience in a relevant field.
• Certifications such as CompTIA, ITIL, HDI, or other relevant certifications.
• Active membership and participation in professional organizations.
• Experience with IT asset management and IT service management tools, SolarWinds experience preferred.
• Experience with remote management and monitoring tools.
• Experience with video conferencing solutions such as Zoom or Google Meet.
• Familiarity with Linux operating systems

Typical Physical Demands & Working Conditions

• Selected candidate must have the mental and physical capabilities to perform the essential functions of the position with or without reasonable accommodations.

Physical Activity:

• Frequently required to sit, stand, walk, bend, kneel, crouch, or reach while performing IT support tasks.
• Ability to lift and carry up to 50 pounds, including desktop computers, monitors, printers, and smaller peripherals.  Lifting assistance or equipment (e.g., carts) are available for heavier items.
• Manual dexterity required for handling small components and using hand tools.

Work Environment:

• Work is primarily performed in an office or IT support environment, with occasional on-site support in classrooms, labs, or other university facilities.
• Regular use of computers, telephones, and standard office equipment.
• May require occasional travel between university buildings to provide in-person support.
• Exposure to dust, wiring, and confined spaces when working with IT equipment.

EOE, Including Disability / Vets