Part-Time IT Help Desk Support Technician

This on-site, part-time IT Help Desk Support Technician role in Lewisburg, WV at the West Virginia School of Osteopathic Medicine provides entry-level technical support to administration, faculty, staff, and students, with compensation of USD 20 - 25 per hour and up to 37.5 hours per week (max 1,040 hours per fiscal year).

Responsibilities

• Support student laptop program and deployments using Microsoft Intune
• Track and manage inventory for student laptops
• Discuss, analyze, and diagnose technical issues with students; coordinate with outside vendors for warranty when required
• Assist students with Active Directory or Banner password issues
• Provide support for handheld devices including cell phones, iPads, and tablets
• Troubleshoot tier 1 technology problems
• Manage encryption of devices and external drives with up-to-date tools
• Back up surplus inventory asset management with proper disposal or refurbishment procedures
• Use remote diagnostic tools and troubleshooting techniques to resolve issues
• Utilize the Information Technology Department ticketing system for issue initiation, resolution, and follow-up
• Troubleshoot basic network connections on computers and mobile devices
• Provide support for Windows and Mac computers
• Assist with Virtual Desktop deployments
• Install software and applications
• Assist with file shares and student printing issues, including printer supplies and jams
• Install, maintain, and train users on various applications (spreadsheets, databases, word processing)
• Develop and document Help Desk standard operating procedures
• Perform other related duties as assigned

Requirements

• High School diploma or GED
• An equivalent combination of relevant and recent experience and training may be considered
• Detail-oriented with the ability 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.)
• Strong problem-solving skills; uses logic to identify alternatives, anticipates issues, and generates solutions where precedents do not exist
• Ability to communicate with users of diverse backgrounds; convey technical information and assess needs to meet them
• Knowledge of computer hardware, mobile devices, and operating systems (Windows 11 and macOS); wired and wireless networking; device provisioning and restoration; setting up network shares; remote diagnostics; familiarity with MS Office
• Ability to develop training materials, knowledge base content, and procedures
• Excellent verbal and written communication, professional phone etiquette, and customer service orientation
• Certifications such as A+, Network+, CCNA, Security+, MCSE, or VCP are highly desirable
• Ability to work independently and as part of a team

Technologies

• Microsoft Intune
• Active Directory
• Banner
• Windows 11
• macOS
• Microsoft Office Suite
• Virtual Desktop deployments

Benefits

• No benefits

Special Instructions

WVSOM requires official transcripts of your highest degree earned and/or the degree in which qualifies you for the position. WVSOM requires these transcripts prior to an offer of employment, and we do recommend you send those to WVSOM once you have been selected for an interview. A transcript is official if it bears the authorizing signature and the official seal of the issuing institution and is sent directly by the school or college to the Office of Human Resources. Should your college or univ