Job Title: Desktop & Education Support Specialist
Overview:
The Desktop & Education Support Specialist provides professional computer and classroom technology support for OTDI-supported customers. This role involves troubleshooting software, hardware, and network issues, supporting both Windows and Mac OS environments, and ensuring reliable technology operations across instructional and administrative spaces.
Key Responsibilities:
-
Provide technical assistance and troubleshooting for software, hardware, and network issues across Windows and Mac OS platforms.
-
Deliver responsive, customer-focused support to end users both on-site and remotely.
-
Configure, deploy, and maintain workstations, peripherals, and classroom technology, ensuring proper functionality and documentation.
-
Implement and manage a classroom maintenance plan, performing preventive maintenance and emergency repairs as needed.
-
Support and repair audio-visual systems, including video projection, audio equipment, and classroom technology integration.
-
Collaborate with faculty, staff, and students to provide training and identify additional technology support needs.
-
Install and upgrade classroom technologies and ensure compatibility with existing systems.
-
Communicate and document technology outages, tracking resolutions and maintaining accurate records.
-
Act as a team lead on complex projects, assignments, and escalations within the help desk function.
-
Provide desktop support and on-call technical assistance when needed.
-
Maintain organized and up-to-date documentation of equipment, incidents, and resolutions.
-
Work independently and collaboratively in a fast-paced, service-oriented environment.
-
May be required to work a flexible schedule, including evenings and weekends.
Required Experience & Qualifications:
-
Minimum of 2 years of experience supporting desktop computers running Windows, Mac OS, or both in a networked environment.
-
Experience supporting audio/visual equipment in teaching, meeting, or event spaces.
-
Strong customer service and communication skills with a professional, team-oriented approach.
-
Proven ability to troubleshoot and resolve technical issues efficiently.
-
Strong organizational and documentation skills with attention to detail.
-
Ability to work independently while contributing effectively to team goals.
#IND1