Part-Time IT Help Desk Support Technician

Job Category:

Non-Classified Location WVSOM Main Campus, Lewisburg, WV Job Description Summary The West Virginia School of Osteopathic Medicine (WVSOM) is currently looking for a part-time IT Help Desk Support Technician. This temporary position has an hourly rate of $20-$25/hour contingent upon education and experience, and will work up to 37.5 hours per week as needed (maximum of 1,040 hours per fiscal year); no benefits. This is an entry-level position providing basic technical support to administration, faculty, staff (both on- and off-campus), students, and other constituents as needed. This position reports to the Technical Help Desk Manager. This is a part-time, non-classified position; and is non-exempt from FLSA regulations concerning overtime. Hourly rate shall be $20-$25/hour contingent upon education and experience, without fringe benefits and may work a maximum of 1,040 hours per fiscal year. The weekly schedule for this position will be established between the supervisor and the employee, given the needs of the department and the institution. West Virginia School of Osteopathic Medicine is an equal opportunity employer. Minimum Education High School or GED Required Licenses/Certification An equivalent combination of relevant and recent experience and training which provides the required knowledge, skills and abilities may be considered. High school diploma or GED required (college coursework welcome but not required). Demonstrated ability to learn new systems and technology quickly (training provided).

Detail-oriented:

able to follow step-by-step processes, record accurate ticket notes, and meet deadlines. Customer support experience in a technical environment preferred (help desk, retail tech, call center, etc.). Skills Required Extensive knowledge in problem solving; uses logic to identify alternatives to solve complex and integrated technical problems, anticipates problems and identifies and evaluates potential sources of information and generates alternative to solve problems where precedents do not exist. Ability to communicate with customers with diverse needs and a variety of end-user skill sets; provide technical or complex information about products and services; assess customer needs and identify products and/or services to meet their needs; resolves complex or non-routine problems and questions. Knowledge of computer hardware, mobile devices; different operating systems including Windows 11 and MacOS; wired and wireless networking; setting up profiles; understands the provisioning of devices and device restoration; establishing network shares for file sharing and printing; remote diagnostic tools; knowledge of data communication protocols, web browsers and internet services; knowledge of various software products (MS Office Suite). Must be able to develop training materials, knowledge base information, and procedures. Excellent verbal and written communication skills; phone etiquette; people and customer service-oriented skills. A+, Network+, CCNA, Security+, MCSE, or VCP highly sought Must be able to work independently as well as part of a team. Duties and Responsibilities Student Computer Support Assist with student laptop program and deployments utilizing Microsoft Intune Manage inventory for student laptops Discuss technical problems with students, analyze and diagnose underlying problem and resolve. This may involve communication with outside vendors if warranty is involved. Student account assistance with Active Directory or Banner passwords Provide support for handheld devices such as cell phones, iPads and tablets. Administration, Faculty and Staff Support Discuss, analyze, diagnose and resolve tier 1 technology problems Account assistance with Active Directory and Banner passwords Ensures proper encryption of devices/external drives using latest encryption technology tools Backup for Surplus inventory asset management including proper procedures for device disposal or refurbishment Other Help Desk Support Duties Utilize remote diagnostic tools and troubleshooting skills to resolve technical issues Extensive use of Information technology Department's ticketing system for issue initiation, resolution and follow up. Knowledge and ability to troubleshoot basic network connections on computers and mobile devices. Provide support for Windows and Mac computers Assist with Virtual Desktop deployments Software installations Assist with file shares and student printing issues (paper supply, print cartridges, paper jams). Installation, maintenance, and training for various applications (spreadsheets, databases, word processing) Development and documentation of Help Desk Standard Operating Procedures Other related duties as assigned

Open Until Filled:

Yes