Help Desk Technician bei Shaw University

Job Summary:

The Helpdesk Technician ensures Shaw University's devices remain functional and its AI systems stay accurate.
This role provides help desk support, manages endpoint lifecycle and patch compliance, and maintains the
university’s AI chatbot and voice bot platforms.

Essential Job Functions:
• Serve as first point of contact for technical support across campus (Windows, macOS, printers,
  classroom tech)
• Image, configure, deploy, update, and retire all campus devices
• Enforce critical security patches within 48 hours of vendor release
• Maintain and improve AI bots: manage training data, edit dialog, monitor performance, and
  release weekly updates
• Convert resolved support tickets into self-help knowledge base articles
• Track and report key performance indicators (KPIs): ticket resolution time, patch compliance, AI
  bot accuracy
• Other duties as assigned

Supervisory Responsibilities
None

Minimum Job Qualifications

Education and/or Experience
• Associate degree in Information Technology or related field
• – OR –
• 2+ years of desktop support or help desk experience
• Hands-on experience with Endpoint Central or a similar patch-management platform (e.g., Intune,
  SCCM, Jamf)
• Exposure to conversational-AI platforms (e.g., Dialogflow, Microsoft Bot Framework, Lex)
• Strong working knowledge of Windows 11, macOS, endpoint/AV security, and basic networking

Certificates, Licenses or Registrations
• None required
• Preferred: Certifications in patch management, endpoint management, or conversational AI platforms

Other Competencies (skills, abilities, behavior)
Must have a philosophy that is consistent with the Mission, Vision and Core Values of the organization. Vision,
commitment, and experience in achieving goals and pursuing excellence is critical. Strong oral and written
presentation skills. Ability to work well independently and as a member of a team. Excellence in organization,
decision-making, problem-solving and creating a collaborative environment. Ability to manage multiple projects
simultaneously. Must be able to read, write and speak fluently in English.

Physical Demands
Ability to sit or stand for up to 8 hours/day. Some lifting (up to 25 pounds occasionally), bending, and carrying.
The employee is regularly required to talk and hear, and to use hands and fingers to handle or feel.