• Technical Support: Provide front-line technical support via phone, email, chat, or in-person for hardware and software-related issues, troubleshooting technical problems for end-users.
• Incident Management: Diagnose, prioritize, and resolve issues related to operating systems, networking, printers, software applications, and other IT equipment.
• Ticket Management: Document issues and resolutions in the service management software, ensuring that all tickets are updated and closed within SLAs (Service Level Agreements).
• Knowledge Base Maintenance: Assist in creating and maintaining a knowledge base of solutions for common issues and FAQs, contributing to the team's efficiency in troubleshooting.
• System Setup and Configuration: Assist with the installation, configuration, and maintenance of computers, software, and peripherals, ensuring that all systems are functioning correctly.
• User Training: Provide end-user training and guidance on new software, systems, and best practices for using IT tools and resources effectively.
• Escalation : Escalate more complex issues to senior IT staff or other departments, ensuring effective communication regarding the status and resolution of these issues.
• Hardware Support: Support the repair, replacement, and setup of hardware as necessary, ensuring that all equipment is operational and up-to-date .
• Documentation and Reporting: Maintain accurate records of user interactions, issues reported, and resolutions provided.

• Proficiency in Windows operating systems
• Familiarity with Microsoft Office Suite and common software applications
• Familiar with troubleshooting process for all kinds of errors and computer issues
• Experience with ticketing systems (Jira)
• Strong communication skills, both written and verbal
• Excellent customer service and problem-solving abilities
• Ability to work well under pressure and handle multiple tasks simultaneously
• Strong attention to detail and organizational skills
• Knowledge of CRM applications such as Salesforce- a plus
• Anthology CampusNexus experience - a plus

• High School Diploma or equivalent
• 1--2 years of experience in a help desk or technical support role preferred.

The work requires some physical exertion such as long periods of standing, recurring bending, crouching, stooping, stretching, reaching, or similar activities; or recurring lifting of moderately heavy items up to 50 pounds. The work may require specific, but common, physical characteristics and abilities such as above-average agility and dexterity. Work is normally performed in a typical interior/office work environment that requires normal safety precautions. May be required to work various schedules and shifts. This includes night and weekend work .