Help Desk Technician, IT Support & Network Troubleshooting
Overview
You will own frontline IT support for Westmoreland County Community College, resolving help requests across campus and satellite locations. You will work with Windows desktops, Microsoft Office, and networked systems to keep operations running. Joining a small IT team, you will handle hardware, software, and audio-visual setups while supporting network infrastructure. This role requires customer-service focus, confidentiality, and a proactive approach to problem-solving. You will also contribute to cybersecurity efforts and assist in planning network upgrades.
What You'll Do10
- 1Field incoming help requests in person, by phone, and email using diagnostics and the helpdesk ticket tracking system.
- 2Prioritize and document issues in the helpdesk system, escalating to appropriate staff when needed.
- 3Perform hands-on fixes at the desktop level: install and upgrade Windows software, install hardware, implement file backups, and maintain printer operations.
- 4Troubleshoot and repair network issues, assisting with configuration and maintenance of network infrastructure.
- 5Set up and maintain media equipment including audio/video gear and classroom video systems, and demonstrate operation as needed.
- 6Support wireless network maintenance and perform cyber security analysis and protection on servers and computers.
- 7Document and track network devices such as switches, bridges, routers, firewalls, and servers in both application and infrastructure.
- 8Assist in documenting the helpdesk problem-solving process, including all actions taken through resolution.
- 9Ensure cabling and wire management meet standards, assisting with network cabling installation.
- 10Provide support for satellite campuses and participate in preventative maintenance of workstations and peripherals.
Requirements10
- 1Associate Degree in Information Technology required.
- 22+ years of Microsoft Office application support experience required.
- 3Valid driver's license required.
- 4Ability to obtain PA Child History, PA Criminal Record Check, and FBI Federal Criminal History clearances.
- 5Experience with Windows desktop support and helpdesk ticketing systems.
- 6Knowledge of network troubleshooting and TCP/IP.
- 7Familiarity with audio-visual equipment setup and operation.
- 8Strong customer service and communication skills.
- 9Ability to lift up to 20 lbs and perform physical tasks like bending and walking campus.
- 10Prior work performance meets or exceeds standards.
Salary Insight
$37k per year
Location
Required Skills
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