Helpdesk Technician

Trinity, a comprehensive university in Washington, D.C., seeks a Helpdesk Technician. The technician reports to the IT Operations Manager for daily task, project and personnel needs. Primary responsibilities include: 1) prioritize assigned tasks efficiently and successfully; 2) resolve end-user phone, walk-in and field support requests with a high degree of customer satisfaction; 3) coordinate with other team members to ensure operational technology within labs, classrooms and offices; 4) execute the successful completion of computer moves, classroom set up and network account maintenance; 5) ensure compliance with major IT operational processes, policies, and procedures in support of IT standard practices; 6) participate in the execution of institutional initiatives, projects and application lifecycle changes.

EDUCATION REQUIREMENTS:

• Candidates with the Associate’s and/or Bachelor’s degree will be considered first
• High school diploma mandatory

CERTIFICATION REQUIREMENTS:

• A+ or Network+ required
• MCP required
• MCDST desirable

QUALIFICATIONS:

• 1-3+ years experience with user support in a progressively dynamic IT field.
• Excellent customer service oriented skills.
• Prior experience with classroom technologies in higher education is desirable.
• Must be able to demonstrate a strong understanding and working knowledge of computer hardware fundamentals, including desktops, notebooks, projectors, printers and other peripherals.
• Must have excellent troubleshooting and analytical skills, specifically with Microsoft desktop operating systems Windows XP, Vista and application suites Office 2007, Smart Technologies, antivirus, wireless, firewall configuration and desktop imaging.
• Must be able to perform Active Directory account maintenance.
• PBX administration skills desirable; VOIP experience a plus.
• Experience with ticket management systems and escalation.
• Experience with BlackBerry and iPhone mobile devices a plus.
• May be required to lift computer equipment up to 25lbs.
• Ability to work Saturday support and/or alternate shifts if needed.

Please submit a complete resume or c.v.,  and the names and contact information of three references to:

trinityjobs@trinitydc.edu
In the subject line, please enter “Helpdesk Technician”

Review of applications will continue until an appointment is made.

Trinity Washington University is an Affirmative Action/Equal Access/Equal Opportunity Employer dedicated to the achievement of excellence and diversity among its students, faculty and staff. Trinity is committed to fostering a diverse and inclusive community and strongly encourages all qualified individuals to apply.