Help Desk Technician
Buffalo, New York, United States (On-site)
Fulltime
The Helpdesk Support Analyst serves as the first point of contact for all IT support needs at an OculusIT-supported higher education institution. The role focuses on develop expertise on Apple products, services, and repair processes. Also, delivering high-quality, customer-centric technical support to faculty, staff, and students while coordinating closely with the remote OculusIT team to ensure consistent and efficient IT service delivery across campus.
Key Responsibilities:
- Provide first-level technical support for faculty, staff, and students via phone, email, or ticketing system.
- Troubleshooting & Repair: Diagnose and resolve technical issues, perform physical repairs (hardware), and provide software fixes for Apple devices and peripherals.
Education: Educate customers on product features, services, updates, and best practices to enhance their experience.
Documentation: Accurately log support cases, repairs, and resolutions in Jira ticketing system.
Product Knowledge: Continuously develop expertise on Apple products, services, and repair processes.
- Troubleshoot and resolve issues related to desktops, laptops, printers, networks, and software applications.
- Support classroom and event Audio-Visual (AV) setups, ensuring smooth operation of conferencing tools and presentation equipment.
- Log, track, and document all incidents and requests in the ticketing system, escalating as necessary to higher-tier or remote OculusIT support teams.
- Assist in the setup, configuration, and maintenance of workstations, user accounts, and peripheral devices.
- Ensure timely delivery of support in line with Service Level Agreements (SLAs) and OculusIT processes.
- Collaborate with the OculusIT remote operations team to monitor system health, updates, and maintenance schedules.
- Maintain professionalism and customer focus in all interactions, ensuring a positive support experience.
- Participate in regular service reviews, reporting trends and recurring issues to the Helpdesk Manager for process improvement.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent technical experience.
- 1 3 years of experience in IT helpdesk or end-user support, preferably within a higher education setting.
- Strong working knowledge of Windows, macOS, Microsoft 365, and standard business applications.
- Experience with ticketing tools such as ManageEngine, ServiceNow, or Zendesk.
- Understanding of networking fundamentals, printers, and peripheral device support.
- Excellent communication, customer service, and problem-solving skills.
- Ability to multitask and prioritize in a fast-paced, service-driven environment.
Preferred Qualifications:
- Experience supporting academic systems (LMS, SIS, etc.) and hybrid learning technologies (Zoom, Teams, AV tools).
- Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator.
- Experience working in a managed IT service or client-supported model.
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