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Help Desk Technician at Massachusetts College of Pharmacy and Health Sciences

Massachusetts College of Pharmacy and Health Sciences · Worcester, United States Of America · Onsite

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The Help Desk Technician provides desktop and classroom support for all MCPHS technology systems, including peripherals, while maintaining a high level of customer service and satisfaction.

Technical Support

  • Provide first-level support to end-users via phone, email, or in-person.
  • Troubleshoot hardware, software, and network issues on desktops, laptops, and mobile devices.
  • Resolve login, connectivity, and software application problems.
  • Provide backup/overflow phone & email support to the College community
  • Provide consistent and immediate support for all classroom technology (video conferencing, projection equipment, PC connectivity, etc.)

Incident Management

  • Record, track, and update all support requests in the ticketing system.
  • Escalate unresolved issues to higher-level IS staff or vendors as appropriate.
  • Follow up to ensure timely resolution and user satisfaction.

Customer Service

  • Maintain a high degree of customer service for all support issues by taking ownership and being proactive in ensuring established service levels are met.

System Maintenance

  • Assist with the setup, configuration, and installation of computers, peripherals, and software.
  • Perform routine maintenance, updates, and patching of hardware and software systems.
  • Support backup and recovery procedures when necessary.
  • Resolve all network printer problems (paper jams, connectivity, toner changes, etc.)

Documentation

  • Create and maintain technical documentation, user guides, and FAQs.
  • Document common solutions to recurring problems for knowledge base updates.

User Education

  • Provide guidance and training to users on software applications, security practices, and IS policies.
  • Promote best practices for efficient use of technology resources.

Security and Compliance

  • Ensure compliance with organizational IS policies and security protocols.
  • Assist in monitoring security alerts, malware issues, and data protection procedures.

Collaboration

  • Work closely with IS team members to support projects and initiatives.
  • Assist in testing new hardware, software, or network solutions.

Other Duties

  • Stay updated on emerging technologies and IS trends.
  • Perform additional duties as assigned by the Supervisor or Help Desk Coordinator.
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