FTE--Helpdesk Support

Helpdesk Support

Belmont, CA Onsite

Fulltime

Job Details:

• Provide first-level technical support for faculty, staff, and students via phone, email, or ticketing system.
• 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.

Requirements

• 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.