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Help Desk Technician
$41,163 - $48,693/Yr
Northeast Ohio Medical University - Rootstown, OH
posted 2 months ago
Full-time
Rootstown, OH
Educational Services
About the position
The IT Help Desk Technician serves as the primary point of contact for students, faculty, and staff seeking technical assistance. This role is essential for diagnosing, troubleshooting, and resolving various hardware, software, and network-related issues, ensuring a smooth technology experience for all users.
Responsibilities
- Respond to queries via phone, email, or in-person, providing assistance with various technology issues including hardware malfunctions, software applications, and network connectivity.
- Diagnose and troubleshoot technical problems related to desktop systems, printers, mobile devices, and IT equipment.
- Set up new systems, install software updates, configure hardware components, and ensure devices meet security requirements.
- Create, modify, and manage user accounts, permissions, and access in Active Directory or other identity management systems.
- Document support requests, resolutions, and processes in the help desk system for future reference and analysis.
- Escalate complex issues to appropriate IT teams or third-party vendors when necessary and follow up on unresolved issues.
- Assist users with understanding and using new technologies, software tools, and systems effectively.
- Keep track of IT infrastructure performance, conduct routine maintenance, and proactively identify potential issues.
- Perform other duties as assigned.
Requirements
- Associate's degree in Information Technology, Computer Science, or related field
- Minimum one year of experience in a technical support or IT help desk role
- Proficiency with Windows, macOS, and mobile operating systems
- Experience with Microsoft Office 365, email clients, and common business software applications
- Knowledge of basic networking concepts (Wireless, TCP/IP, DNS, DHCP)
- Familiarity with help desk ticketing systems (TeamDynamics)
- Ability to troubleshoot hardware issues related to desktops, laptops, printers, and other peripherals
Nice-to-haves
- Bachelor's degree in Information Technology, Computer Science, or related field
Benefits
- Starting Pay Rate: $19.79 - $23.41, commensurate with experience
