Help Desk Technician chez Massachusetts College of Pharmacy and Health Sciences

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.