Reporting to the onsite Director of Customer Experience, or the CIO, the Desktop Technician is a front-line IT support professional responsible for delivering timely, courteous, and effective technical assistance to students, faculty, and staff across the institution. This position serves as a primary point of contact for technology-related incidents and service requests, providing Tier 1 and Tier 2 support across a broad range of hardware, software, and connectivity issues. This role requires effective communication of technical solutions in a friendly and professional manner, providing initial diagnostic and troubleshooting assistance in person, online and over the phone, as well as broad foundational technical knowledge, sound troubleshooting methodology, and a genuine commitment to delivering a positive support experience in a diverse and dynamic higher education environment. SUPERVISORY RESPONSIBILITIES: * None ESSENTIAL JOB DUTIES: Maintains accurate records of IT hardware assets including computers, monitors, and peripherals using the institutional asset management system. Performs setup, imaging, configuration, and deployment of Windows and macOS workstations for new and existing users. Diagnoses and repairs hardware failures including component replacement for desktops, laptops, and peripherals where within scope; coordinates warranty repairs and vendor service as needed. Troubleshoots network connectivity issues, including wired and wireless access, for end users. Accurately inputs, assigns, and updates service requests and incidents into the ticket tracking system. Maintains records and generates reports as required. Responds to service requests and incidents logged through the designated ticketing system. Processes equipment loans, replacements, and returns in accordance with departmental procedures, documenting all transactions. Collaborates with IT staff to resolve and manage tickets in the IT ticket tracking system. Escalates unresolved incidents to Tier 3 support teams (system administrators, network engineers, application teams) with thorough documentation of steps taken and findings. Assists with training and mentoring of student employees. Utilizes, contributes to and creates newly created articles within the knowledge base to help resolve issues. Adheres to technical processes and procedures. Processes requests for user account password resets and access provisioning in Active Directory in accordance with institutional policies. Assists users with multi-factor authentication (MFA) enrollment, device registration, and account recovery procedures. Enforces account security policies including password complexity requirements and account lockout procedures, educating users on best practices. Assists with the coordination of equipment surplus, disposal, and secure data sanitization in compliance with institutional policy. Participates in periodic physical inventory audits to reconcile asset records and identify discrepancies. Provides feedback to the Director of Customer Experience on trends in ticket volume, recurring issues, and opportunities to improve support processes or user training. ADDITIONAL RESPONSIBILITIES: Coordinate with vendors to resolve problems.  Generate and review activity reports. Other duties, as assigned. REQUIRED SKILLS/ABILITIES: Ability to format, install, set up, maintain, and troubleshoot desktop and laptop computers.  Working knowledge of Windows 10/11 and macOS operating systems, including configuration, troubleshooting, and software management. Familiarity with Google Workspace and Microsoft Office Suite (Word, Excel, PowerPoint).  Good written and verbal communication skills.  Strong customer service orientation with the ability to communicate technical concepts clearly and patiently to non-technical users. Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.  Ability to work collaboratively in a team environment.  Good organizational skills with a keen attention to detail, accuracy, and follow-through.  Ability to work independently and as part of a team.  Ability to manage multiple tasks and prioritize effectively.  MINIMUM QUALIFICATIONS: High school diploma or equivalent. A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, and printers. PREFERRED QUALIFICATIONS: Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc. Associate’s degree or bachelor’s degree in computer science or a related field 2-5 years of related desktop experience in configuring, testing, and troubleshooting network connectivity and wireless access for computers or devices. Experience with IT service management (ITSM) ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or equivalent. Familiarity with endpoint management platforms such as Microsoft Intune, SCCM, or Jamf Pro. Knowledge of ITIL service management fundamentals; ITIL Foundation certification a plus. Experience in a higher education, healthcare, or other regulated support environment. Bilingual or multilingual language skills are a plus in support of a diverse campus community. What You Can Expect from Us At CampusWorks, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits for full-time employees, and professional development opportunities are a few of the many reasons that CampusWorks is a great place to build your career. Our employees enjoy: Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of students and educators. CampusWorks Inc., as a large consulting firm,  provides its employees with an opportunity to work both onsite and remotely with our clients across the United States and in Canada.  With the nature of our clients’ work evolving quickly,  we’re all being asked to support larger CampusWorks initiatives. Upon joining CampusWorks in a consulting role, your talent and expertise may be applied to a range of projects, assignments, and clients.  A CEO who cares. Chairman and CEO Liz Murphy has made it her mission to create a culture that appreciates and takes good care of its people. As a result, being an employee of CampusWorks feels like being a member of a big family. A virtual and onsite workplace. In an effort to reduce our environmental footprint, CampusWorks became a virtual company in 2012. As such, our team members are located across the U.S. and Canada, where they work from their home offices and at client sites. Flexibility. We value work-life balance because we know that happy employees create happy customers. That's why CampusWorks offers both full-time and part-time 1099 consulting career opportunities to fit life's unique demands. A company that gives back. Every year CampusWorks proudly supports numerous charitable fundraising initiatives that align with our vision to make higher education accessible to everyone.  At CampusWorks, we value the unique backgrounds, experiences, and perspectives each CampusWorker (we call ourselves CampusWorkers) brings to our workplace each day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you are passionate about higher education and creating Happy Campuses, let's talk!  If you’re a close but not exact match with the description, we hope you’ll still consider applying.     About CampusWorks Founded in 1999, CampusWorks is dedicated to helping higher education overcome business and technological challenges that stand in the way of student success and completion. We work with community colleges, technical colleges, four-year public and private institutions, multi-college districts, and statewide higher education systems to tackle problems big and small. Our services are rooted in systems thinking and reach across the institution—from Student Services to Human Resources to Finance to Academics—to achieve transformative results. Want to learn more about life at CampusWorks? Visit https://www.campusworksinc.com/about/ to see how we empower Higher Education to reach its full potential Friendly Note to External Agencies: At CampusWorks, we kindly request that you please refrain from submitting blind submissions or resumes/CVs on behalf of recruitment agencies. To ensure a smooth and effective collaboration, we would like to inform you that any candidates sent to us without a signed agreement in place will regrettably not be accepted or considered as a submission. CampusWorks, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Notice to all Applicants: Please click on the links below for more information on these important topics: -            Know Your Rights: Workplace Discrimination is Illegal -            Employee Polygraph Protection Act -            Your Employee Rights Under the Family and Medical Leave Act (FMLA) -            E-Verify Participation -            Right to Work