IT Help Desk Support Technician

The Desktop/Helpdesk Support Technician acts as the first point of contact for Sofia University users, supporting classroom technology and resolving hardware, software, and network issues in-person and remotely.

Responsibilities

• Provide technical assistance to students, staff, and faculty through phone, email, and in-person support
• Install, configure, and maintain classroom technology plus other computer hardware, software, and peripherals
• Troubleshoot hardware, software, and network connectivity issues
• Resolve requests when possible and escalate unresolved issues to the appropriate IT support personnel or teams
• Record user requests, troubleshooting steps, and outcomes using a helpdesk ticketing system
• Guide and train users on software and hardware usage
• Monitor performance of computer systems and networks, identify potential problems, and apply corrective actions
• Join online meetings with the IT team as needed for discussion, review, or training
• Coordinate with IT team members using Microsoft Teams
• Perform other duties as assigned
• Support coverage includes weekend and evening work

Requirements

• Relevant education or work experience in a technology-related field
• Flexibility to work in-person, customer-facing support up to 20 hours per week when required
• Willingness to learn and apply new skills
• Motivated self-starter with strong problem-solving and troubleshooting skills
• Ability to interact professionally with varied members of the Sofia community
• Strong interpersonal, written, and oral communication skills
• Ability to be proactive and work with minimal supervision
• Proficiency in Microsoft Office 365 and use of Zoom / Microsoft Teams

Preferred Qualifications

• Experience working in higher education and with relevant higher education systems and software
• Knowledge or proficiency with the Canvas learning management system
• Ethical commitment and ability to align with Sofia’s values and mission

Tools & Technologies

• Microsoft Office 365
• Zoom
• Microsoft Teams

Location & Schedule

• Hybrid remote in Palo Alto, CA 94303
• Expected hours: 20.0 hours per week
• Weekend availability required: Saturdays and Sundays in the morning and evenings

Compensation

• $25.00 - $30.00 per hour