Helpdesk Technician

AP Professionals has partnered with a local establishment in search of a Helpdesk Technician (levels 1 and 2). Successful candidate will deliver thorough technical support to students, faculty, and staff, ensuring seamless operation of IT systems and infrastructure. This role will also serve as a point of contact with our IT managed services partner to address and resolve more advanced technical issues.

Level 1 Responsibilities:

• Diagnose and resolve technical issues for users, including hardware and software problems.
• Handle printer-related tasks such as installation, configuration, and maintenance.
• Set up laptops, phones, and other devices for end-users.
• Facilitate the on-boarding and off-boarding process by ensuring proper account setup and device deactivation for staff, employees, and students.
• Track and manage the inventory of IT equipment and supplies.
• Provide audiovisual (AV) support and manage technology for events.
• Assist with software licensing management and support.
• Set up and maintain conference rooms and digital signage systems.
• Offer basic support for Mac users.
• Collaborate with IT partners to escalate and resolve technical issues.
• Ensure incidents and service requests are properly logged and addressed by the IT managed services partner in a timely manner.
• Maintain high levels of customer satisfaction through clear communication and prompt issue resolution.

Level 2 Responsibilities:

• Provide on-site support for hardware, software, and network troubleshooting in collaboration with the IT managed services partner.
• Offer light data cabling and basic network support as needed.
• Work with partners to address complex issues and ensure smooth integration of services.
• Assist in the deployment and upkeep of network infrastructure, including routers, switches, and access points.
• Help manage and maintain user accounts, permissions, and security access.
• Provide advanced technical support for IT projects and initiatives.
• Conduct training sessions and create documentation for Level 1 technicians and end-users.
• Support campus security network systems.
• Document all support activities and solutions in the knowledge base for future reference.

• High school diploma or equivalent; an associate degree in IT or a related field is preferred.

• Demonstrated experience in a Level 1 helpdesk or similar role.
• CompTIA A+ certification or equivalent experience preferred.
• CompTIA Network+ certification or equivalent experience; additional certifications (e.g., CompTIA Security+, Microsoft Certified: Modern Desktop Administrator) are a plus.
• Experience working with network infrastructure, such as routers, switches, and wireless access points.

• Strong troubleshooting skills with knowledge of Windows, macOS, and basic Microsoft software.
• Basic understanding of networking concepts and hardware components.
• Excellent communication and customer service skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and collaboratively in a team environment.
• In-depth knowledge of networking protocols, including TCP/IP, DNS, DHCP, and VPNs preferred.
• Proven ability to manage multiple tasks and prioritize effectively.
• Strong documentation and training skills.