Job Description:

DESCRIPTION 

HELP DESK TECH I - Junior Tech

POSITION SUMMARY:

The Boston Architectural College (BAC) is committed to providing all our students an integrated and exemplary educational experience while ensuring their individual success and empowering them to fully actualize their potential. We embrace diversity and inclusivity in all its forms, while striving to create an equitable global community. 

The Help Desk Tech I position is an essential member of the Tech Resources Help Desk and part of the Academic Technology team within the Information Technology Group at the BAC. This position reports to the Manager of Support Services, and provides the right candidate with ample opportunities for experience and growth in the areas of Support Desk Services, Information Security, Networking, Multimedia Services, Computer Lab Management, and Printing Systems Management.

The Help Desk Tech I is primarily responsible for providing Tier 1 Technology Support to Staff, Faculty, and Students. They are also responsible for ensuring operability of Computer Lab Equipment, Printers/Plotters, and Loaner Equipment. 

The BAC Tech Resources Help Desk is a small team, at a small college, that operates with all the technology and infrastructure of a large organization. This means we are focused primarily on resolving issues well, rather than counting tickets processed. This also means that there is a great deal of opportunity for growth, development, and responsibility beyond those of the typical Help Desk environment. 

PRIMARY ESSENTIAL FUNCTIONS:

Provide timely support and tracking for Help Desk requests from Walk-Ins, Calls, and the Ticketing System.

Provide basic maintenance and troubleshooting for hardware issues, software errors, and printing issues.

Provide coordination support for multimedia events, equipment scheduling, and loaner equipment.

Track and manage assigned tickets through the BAC’s ticketing system to final resolution.

Provide proactive, professional, and friendly service in all interactions.

Other tasks as assigned.

QUALIFICATIONS

SUPERVISORY RESPONSIBILITIES: No.

EDUCATIONAL CRITERIA: High School Diploma, Some College Experience is a plus

EXPERIENCE REQUIREMENTS: Experience in a Windows network environment a plus

FUNCTIONAL/TECHNICAL SKILLS:

Must be detail oriented.

Computer literate in Windows OS

Excellent communication and consultative skills, both verbal and written.

Excellent problem solving skills.

Organizational skills with the ability to effectively prioritize.

Ability and willingness to support collaborative efforts.

Be committed to the mission of the BAC and carry out the highest quality of service to BAC constituencies.

Work Schedule requirements: This is an on-site in-person position, 20-24 hours per week - depending on schedule and includes weekends and evenings. Days in the office may vary depending on the time of year and needs of the office. Must be able to work flexible hours in accordance with the academic season.

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