Description

1. Provide first-level technical support for all IT-related issues with hardware and software devices in our environment, including but not limited to:
   • Canvas Instructure Learning Management System:
     • Support faculty and students in navigating and using the platform.
     • Address issues related to course content, assignments, quizzes, and grades,
   • Google Workspace:
     • Assist users with login credentials, account management, and permissions.
     • Manage email lists and student/staff onboarding processes.
   • Cisco/Meraki/D-Link networking devices
   • NECVoIP phone systems
   • Windows Workstations & Servers, MacOS Laptops, Android/Apple Phones, and TVs
2. Comfortable performing in-depthtriage and research of systems to resolve highly complex technical issues, recording detailed notes to aid in escalation of issues as needed.
   • Looks to ensure solutions are reliable and reproducible; understanding the RCA.
   • Maintains accurate records of support requests, resolutions, and system changes.
   • Creates and updates documentation for IT processes, troubleshooting steps, user guides, and other standard operating procedures.
3. Exemplifies the biblical values of excellence in providing top-tier customer service:
   • Delivers prompt service by responding to help desk tickets, emails,phone calls, and walk-in issues.
   • Communicates technical information and troubleshooting steps in a clear manner, understandable to users of varying technical proficiency.

Motivated self-starter in balancing priorities, while sticking to self-imposed deadlines, and understanding business costs.

Requirement

Application deadline:  March 15,2024

1. Degree in Information Technology or a related field, and relevant technical certifications or willingness to obtain CompTIA A+ / Network+ within 90 days.
2. Two to three years of experience performing the role of helpdesk, preferably in a college environment. Prior experience with the applications/tools in our tech stack is a plus.
3. Strong troubleshooting skills and the ability to work independently, with minimal supervision.
4. Excellent communication and interpersonal skills, with a customer-centric approach.
5. Flexibility to work part-time hours based on the college’s needs.