Join our dynamic IT team and play a vital role in supporting the technology needs of students, faculty, and staff at top US-Based Universities. As an IT Helpdesk Support Agent, you’ll be the first point of contact for resolving technical issues, ensuring seamless access to academic resources, and empowering our campus community to leverage technology for learning, teaching, and research.
Key Responsibilities
- First-Line Support:
- Provide timely, courteous, and effective technical assistance via phone, email, chat, walk-ins, and ticketing systems (e.g., ServiceNow, Jira).
- Troubleshoot hardware (laptops, desktops, printers, peripherals), software (OS, Office 365, LMS), network (Wi-Fi, VPN), and account (email, SSO) issues.
- Academic Technology Support:
- Assist with learning tools (Canvas, Blackboard, Zoom), lecture-capture systems, classroom AV equipment, and specialized academic software.
- Guide users on accessing online libraries, research databases, and university portals.
- Account & Access Management:
- Reset passwords, manage multi-factor authentication (MFA), and resolve account lockouts for student/faculty/staff systems (e.g., Active Directory, Azure AD).
- Educate users on security best practices (phishing, data protection).
- Hardware Setup & Maintenance:
- Configure university-owned devices (laptops, tablets).
- Perform basic repairs, coordinate advanced repairs with vendors, and manage loaner equipment.
- Documentation & Knowledge Sharing:
- Document solutions in the knowledge base for recurring issues.
- Contribute to user guides and FAQs for common campus tech tools.
- Campus-Specific Systems:
- Support university applications (student information systems, housing portals, campus card systems).
- Assist with event tech (conferences, graduations) and lab/reservation systems.
- Collaboration:
- Escalate complex issues to Tier 2/3 teams or specialized units (Networking, Infosec).
- Partner with academic departments and administrative offices on tech needs.
Qualifications
Required:
- High school diploma or equivalent; current enrollment in a degree program (if student role).
- 1+ years of IT support experience (or equivalent technical coursework/certifications).
- Proficiency in:
- Windows/macOS troubleshooting.
- Microsoft 365 Suite (Outlook, Teams, OneDrive).
- Basic network concepts (TCP/IP, DNS, Wi-Fi).
- Exceptional customer service, communication (written/verbal), and problem-solving skills.
- Ability to explain technical concepts to non-technical users.
- Patience and adaptability in a diverse, fast-paced academic environment.
Preferred:
- Associate’s/Bachelor’s degree in IT, Computer Science, or related field.
- Experience in higher education IT support.
- Knowledge of:
- Learning Management Systems (e.g., Canvas, Moodle).
- ITIL fundamentals or ticketing systems (ServiceNow, Zendesk).
- Mobile device management (MDM) and endpoint security tools.
- Certifications: CompTIA A+, Microsoft 365 Fundamentals, ITILv4.
Working Environment
- On-campus role with potential for hybrid/remote support (specify if applicable).
- Flexible hours, including evenings/weekends during peak academic periods (e.g., orientation, finals).
- Fast-paced, collaborative setting with interactions across diverse university groups.
Why Join Us?
- Contribute directly to student success and faculty innovation.
- Access to professional development, tuition benefits, and tech training.
- Collaborative culture within a mission-driven academic community.
To Apply:
Submit your resume and cover letter. Highlight your experience in customer-centric technical support and interest in higher education.
Job Type: Full-time
Pay: ₹22,000.00 - ₹30,000.00 per month
Language:
- English (Preferred)
Work Location: In person
Expected Start Date: 29/08/2025
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