Tech Services Technician (Help Desk)

Bethune-Cookman UniversityJob Title: Tech Services Technician (Help Desk)Reporting Structure: Director of Client ServicesDivision: General ServicesJob Summary:Under the direction of the Director for Client Services, the Tech Services Technician will be the first point of contact for users requesting assistance. This role will require a person with a strong technical background and good interpersonal communication skills when interacting with students and employees via telephone, email, chat, or in person.Bethune-Cookman IT infrastructure is a dynamic BYOD environment and the applicant will be called upon to support many different systems including Windows 10, macOS, iPhones, Androids, printers, and smart classrooms. BCU's IT team supports both employees and students.Duties/Responsibilities:•Manage help desk tickets in a timely manner•Troubleshoot technology in the Smart Classroom•Communicate with end-users via phone, email, chat, or in person•Document interactions in the help desk ticketing system•Install, make changes, and repair computer hardware and software•Diagnose and resolve technical issues•Support inquiries involving Microsoft Office, email, and file management•Develop an understanding of the technical environment and escalate issues when necessary•Assist with login or SSO issues•Ability to manage/deploy OS and program software updates•Fluency with VMware VDI Infrastructure•Proficiency in enrolling and managing Mac OS using JAMF/Meraki MDM cloud portalPreferred Skills, Experience and Education:•2+ years of experience in a helpdesk style role•Experience with Windows 10 and macOS•The ability to perform troubleshooting and email setup on iPhone and Android devices•Experience with troubleshooting Windows 10 in an enterprise domain environment•Basic understanding of group policy and basic group policy troubleshooting•The ability to troubleshoot and fix technology hardware issues•The ability to be on call as needed and to work nights and weekends when necessary (Registrations/Check-In)•Detail oriented and highly organized•Ability to diagnose and resolve basic computer technical issues•Open-minded to learning and adapting new technologyThis job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Bethune-Cookman University's rights to assign or reassign duties and responsibilities to this job at any time. The University does not discriminate on the basis of race, color, national and ethnic origin, sex, retaliation, marital status, religion or disability, or any other applicable local, state or federal regulation. Inquiries regarding provisions for persons with disabilities, equal employment opportunity and Title IX matters should be directed to the Office of Human Resources at 386-481-2049.The university reserves the right to modify job descriptions at any time in its' attempts to improve the operations of the university