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Open nowPosted 52 days ago

Help Desk Technician

MCPHS67 open roles

Where
Worcester, MA, USA
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Your applicationOpen nowHelp Desk TechnicianMCPHS · Worcester, MA, USA

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on MCPHS's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 52 days ago

The posting

The Help Desk Technician provides desktop and classroom support for all MCPHS technology systems, including peripherals, while maintaining a high level of customer service and satisfaction.

Technical Support

  • Provide first-level support to end-users via phone, email, or in-person.
  • Troubleshoot hardware, software, and network issues on desktops, laptops, and mobile devices.
  • Resolve login, connectivity, and software application problems.
  • Provide backup/overflow phone & email support to the College community
  • Provide consistent and immediate support for all classroom technology (video conferencing, projection equipment, PC connectivity, etc.)

Incident Management

  • Record, track, and update all support requests in the ticketing system.
  • Escalate unresolved issues to higher-level IS staff or vendors as appropriate.
  • Follow up to ensure timely resolution and user satisfaction.

Customer Service

  • Maintain a high degree of customer service for all support issues by taking ownership and being proactive in ensuring established service levels are met.

System Maintenance

  • Assist with the setup, configuration, and installation of computers, peripherals, and software.
  • Perform routine maintenance, updates, and patching of hardware and software systems.
  • Support backup and recovery procedures when necessary.
  • Resolve all network printer problems (paper jams, connectivity, toner changes, etc.)

Documentation

  • Create and maintain technical documentation, user guides, and FAQs.
  • Document common solutions to recurring problems for knowledge base updates.

User Education

  • Provide guidance and training to users on software applications, security practices, and IS policies.
  • Promote best practices for efficient use of technology resources.

Security and Compliance

  • Ensure compliance with organizational IS policies and security protocols.
  • Assist in monitoring security alerts, malware issues, and data protection procedures.

Collaboration

  • Work closely with IS team members to support projects and initiatives.
  • Assist in testing new hardware, software, or network solutions.

Other Duties

  • Stay updated on emerging technologies and IS trends.
  • Perform additional duties as assigned by the Supervisor or Help Desk Coordinator.

Required:

  • Experience with providing a high level of customer service in a fast-paced environment.
  • Minimum of 1-3 years of technical computing skills in desktop, laptop, and peripheral support, as well as a basic level of knowledge of networking technologies and terminology.
  • Familiarity with Microsoft operating systems (Windows 7, 8, and 10), business enhancement applications (Office 2013, 2016, 365, Adobe products), and anti-virus/anti-malware tools (ESET).
  • Ability to manage shifting priorities and deadlines, and the ability to prioritize by criticality of situation.
  • Ability to deal directly with clients of all technical backgrounds and professional levels.
  • Excellent verbal and written skills.
  • Flexibility to adjust schedule as needed for semester or holiday breaks, event, or project support.

Preferred:

  • Experience in developing technical documentation very desirable.

Physical Requirements:

  • Standing, sitting, manual dexterity, ability to move between offices and floors of buildings.
  • Ability to meet deadlines and perform well under pressure.
  • Ability to be physically in attendance at designated worksite during scheduled work hours and to work some evenings and weekends.
  • Normal range of vision and hearing (with or without correction).
  • Light lifting/carrying of technology related hardware and supplies.
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