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Sarah Lawrence College
Help Desk Level I Technician
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$55,007 / year median in New York
-4% projected decline
Job Description
Help Desk Level I Technician Job Description Position Overview The Help Desk Technician provides technical support to faculty, staff, and students by managing hardware, software, and network-related issues. This role involves troubleshooting devices, overseeing endpoint management, across Mac and Windows operating systems. The Technician collaborates with offices across the College, ensuring efficient operation of endpoint technology. The position also supervises student workers, guiding them on tasks such as equipment management and software troubleshooting. Essential Duties Summary Essential Functions Provides end-user support for hardware and software issues on Mac and Windows devices. Manages and resolves support tickets through troubleshooting common applications and network configurations. Collaborates with offices across the College on software deployment and hardware rollouts. Oversees device maintenance, including operating system updates, driver installations, and application deployments. Manages asset tracking and inventory for IT hardware. Additional Responsibilities Supports development of technical documentation and user-friendly guides for system processes and device management. Ensures endpoint security by implementing security patches and managing device access. Provide telephone support and assist with troubleshooting network connectivity issues. Supports events and special projects by managing technical setups and equipment. Other duties as assigned by supervisor. Required Qualifications Required Qualifications Bachelor's degree or equivalent combination of education and experience. A minimum of 1 -2 years of IT support experience, focusing on Mac and Windows environments. Ability to manage multiple projects and deadlines effectively. Exceptional customer service skills and the ability to communicate technical information clearly. Strong written and verbal communication skills Physical and Cognitive Requirements Moderately sedentary, involving periods of sitting and computer use. Frequent verbal and written communication required. Capacity to organize and synthesize detailed information. Regular use of hand tools for equipment installation and maintenance. Frequent walking/standing and occasional work in confined spaces required. Occasional lifting and moving of equipment weighing up to 50 pounds. Preferred Qualifications Preferred Qualifications CompTIA certifications (e.g., Security+, Network+). Proficiency in Spanish or another second language. Familiarity with cloud computing, virtualization, and cybersecurity best practices. Understanding of project management principles and documentation skills.