IT Helpdesk Technician

Founded by the Sisters of Charity of New York, the College of Mount Saint Vincent is an academically excellent, authentically inclusive, Catholic and ecumenical liberal arts college. The College combines a strong core curriculum with a full array of majors in the liberal arts and, within the tradition of liberal education, selected professional fields of study.

At Mount Saint Vincent, a student’s education extends beyond knowledge, skills, and preparation for work. We seek the development of the whole person. In the spirit of Vincent de Paul and Elizabeth Ann Seton, we foster an understanding of our common humanity, a commitment to human dignity, and a full appreciation of our obligations to each other.

Through its School of Professional and Continuing Studies, the College extends its primary undergraduate mission by offering high quality graduate studies in business, education and nursing and an array of undergraduate and certificate programs serving non-traditional students.

The IT Helpdesk Technician plays a vital role within the IT department, providing technological support through the University of Mount Saint Vincent’s Computer Services Help Desk. This position involves working directly with users to address and resolve issues related to software, hardware, basic networking, and telephone systems.

This is a full-time, exempt, on-site position with standard working hours from 8:30 AM to 4:30 PM, Monday through Friday. Alternate shifts may be assigned as needed.

Responsibilities:

• Provide courteous and responsive customer service via phone, email, remote tools, or in person.
• Install, maintain, configure, and troubleshoot PCs, peripherals, and software.
• Assist users with Help Desk inquiries, ensuring timely and effective issue resolution.
• Diagnose and resolve software, hardware, and basic network-related issues (IP, DHCP, DNS).
• Provide technical support for the University’s Learning Management System (Canvas).
• Set up and troubleshoot classroom and conference room audio/visual technology.
• Assist Senior IT Helpdesk Technician in implementing hardware and software in computer labs.
• Conduct computer rollouts for departments and employees.
• Provide support for telephone/voicemail systems
• Train employees and students to effectively use University technology, including productivity tools like Microsoft Teams and OneDrive.
• Utilize generative AI tools (e.g., ChatGPT, Microsoft Copilot) to streamline Help Desk workflows, enhance user training, and automate repetitive tasks.
• Assist in cybersecurity training programs and help implement best practices.
• Document and track Help Desk tickets, ensuring thorough resolution and follow-up.
• Develop user guides and FAQs for common technical issues.
• Collaborate with IT colleagues to identify opportunities for technology improvement

• Bachelor’s degree required; a degree in Computer Science or a related field is preferred.
• Entry-level position, but recent experience supporting and troubleshooting Windows and Apple machines and operating systems is necessary.
• System principles, networking concepts (IP, DHCP, DNS), and cybersecurity best practices.
• Proficiency with Microsoft Office Suite, Teams, OneDrive, SharePoint and enterprise platforms.
• Strong customer service, analytical abilities, and attention to detail.

Preferred Qualifications:

• Experience with BANNER or other ERP systems.
• Familiarity with disk imaging software and Avaya phone systems.
• Experience working with Microsoft Platforms: Active Directory, Azure and Intune
• Practical knowledge of data networks, peripherals, and infrastructure cabling.

The allotted salary for this position is $64,350

• 20 Vacation Days, 12 sick days
• Medical, dental, vision insurance
• Flexible Spending Account (FSA)
• Enhanced Short Term Disability Insurance
• 100% employer sponsored Long Term Disability
• Voluntary Life Insurance
• Commuter Benefits
• Contribution in a 403(b) Retirement Plan
• Employee Assistance Program