Job Description
JOB DESCRIPTION JOB TITLE
Help Desk Technician DEPARTMENT
Information Technology REPORTS TO
Director of Information Technology DIVISION
Cardinal Cushing Centers EXEMPT/NON-EXEMPT STATUS
NE DATE DESCRIPTION REVISED
May 2026 _____________________________________________________________________________________ POSITION SUMMARY
The Help Desk Technician serves as the primary point of contact for technology support at Cardinal Cushing Centers, providing Tier 1 assistance to staff, faculty, and students across all programs. This role is responsible for frontline ticket intake, basic troubleshooting, and escalation to the Systems Administrator or managed service provider (MSP) as appropriate. The Help Desk Technician works closely with the Systems Administrator and Director of Information Technology to ensure responsive, mission-aligned support across the organization. ____________________________________________________________________________________ PRIMARY DUTIES AND RESPONSIBILITIES
Tier 1 Help Desk Support Serve as the first point of contact for all IT support requests submitted via phone, email, or ticketing system. Perform initial triage, diagnosis, and resolution of hardware, software, and connectivity issues for end users. Document all incidents and service requests accurately in the help desk ticketing system, including troubleshooting steps and resolution notes. Escalate unresolved issues to the Systems Administrator (Tier 2) or MSP (Tier 3) with clear and thorough documentation. Track open tickets and follow up with end users to ensure timely resolution and satisfaction. End User Support & Communication Provide responsive, patient support to staff, faculty, and students with varying levels of technical ability. Set up, configure, and troubleshoot Windows desktops, laptops, mobile devices, printers, and peripherals. Assist with user onboarding and offboarding tasks, including account provisioning and device setup. Perform on-site Active Directory tasks including user account creation, password resets, group membership updates, and OU management under the direction of the Systems Administrator. Communicate technical issues and resolutions clearly to non-technical end users. Develop and maintain end-user guides, FAQs, and knowledge base articles for common issues and procedures. Platform & Application Support Provide frontline support for Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive. Support Exchange Online mailbox access, shared mailboxes, and distribution list requests under the direction of the Systems Administrator. Provide Tier 1 support for Google Workspace applications including Gmail, Google Drive, and Classroom. Support end users connecting to Remote Desktop Services (RDS) sessions, including login troubleshooting and session management. Other Attend occasional satellite location visits as needed (approximately 10% travel). Maintain accurate records, reports, and documentation as required. Perform other duties as assigned by the Director of Information Technology. _____________________________________________________________________________________ SUPERVISORY RESPONSIBILITIES
None; This position reports to the Director of Information Technology and works alongside the Systems Administrator. __________________________________________________________________________________ REQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE
Experience 1-2 years of experience in a help desk, IT support, or related technical role preferred; relevant internship or practicum experience considered. Demonstrated experience supporting end users in a Windows-based environment. Familiarity with Microsoft 365 applications and basic administration tasks. Experience with ticketing systems and IT asset tracking preferred. Education Associate's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience. CompTIA A+, Microsoft 365 Fundamentals (MS-900), or equivalent entry-level certification preferred. Technical Skills Windows 10/11 desktop support, imaging, and configuration. Microsoft 365 applications: Outlook, Teams, SharePoint, OneDrive. Basic Azure Active Directory tasks:
password resets, account management, group membership. Google Workspace:
Gmail, Drive, Classroom, Admin Console basics. Networking fundamentals:
TCP/IP, DNS, DHCP, Wi-Fi troubleshooting. Soft Skills Strong customer service orientation with the ability to support users of all technical skill levels. Strong communication skills, with the ability to translate technical concepts clearly for non-technical staff Strong organizational skills with the ability to prioritize and manage multiple open tickets simultaneously. Collaborative, team-oriented mindset with a commitment to the organization's mission. Self-motivated with a willingness to learn and stay current with evolving technologies. __________________________________________________________________________________________ PHYSICAL DEMANDS
This position requires prolonged use of computers and repetitive hand/wrist motions. The role also involves occasional lifting and moving of equipment (up to 50 lbs.), stooping, bending, and kneeling during hardware installations and equipment moves. __________________________________________________________________________________________ WORKING CONDITIONS
This is primarily an on-site role. Occasional after-hours or on-call availability may be required to support critical system needs. Travel to satellite locations represents approximately 10% of work time. Salary Range :
$52,000-$65,000/annually __________________________________________________________________________________________ EMPLOYEE SIGNATURE
My signature below verifies that I am able to complete the primary duties and responsibilities with or without reasonable accommodation. Additionally, I have received training on all topics outlined in the primary duties and responsibilities and I have received a copy of this document. Employee Signature:
_______________________________ Date:
____________________________ cc: Personnel File Pay:
$52,000.00 - $65,000.00 per year Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Retirement plan Tuition reimbursement Vision insurance Work Location:
In person
