Job Description

The Helpdesk Support Analyst provides front-line technical support for faculty, staff, and students within a higher education environment, with a strong focus on classroom technology assistance. This role is responsible for troubleshooting hardware, software, audiovisual, and instructional technology issues to ensure seamless teaching and learning experiences. The analyst supports campus-standard systems, learning management platforms, and classroom technologies, responds to service requests via multiple channels, and delivers timely, customer-focused solutions. In collaboration with academic and IT teams, the role helps maintain reliable classroom operations, supports instructional continuity, and contributes to a positive, technology-enabled academic environment.

Key Responsibilities:

• · Serve as the first point of contact for IT support requests from faculty, staff, and students via phone, email, ticketing system, and in person.
• · Provide real-time classroom technology support, including troubleshooting audiovisual systems, computers, projectors, microphones, lecture capture, and smart classroom controls.
• · Assist faculty before, during, and after class sessions to ensure instructional technologies function properly.
• · Diagnose and resolve hardware, software, network, and peripheral issues; escalate complex problems to appropriate IT teams when necessary.
• · Support learning management systems (LMS), video conferencing platforms, and instructional software commonly used in higher education.
• · Install, configure, test, and maintain classroom and lab technology equipment according to campus standards.
• · Monitor and respond to classroom support requests to minimize instructional disruption and downtime.
• · Document incidents, service requests, resolutions, and procedures accurately within the IT service management (ITSM) system.
• · Provide basic training and guidance to faculty and staff on classroom technologies and supported IT tools.
• · Collaborate with academic departments, instructional technology teams, and central IT staff to support teaching and learning needs.
• · Participate in routine maintenance, testing, and upgrades of classroom technology and computing resources.
• · Follow established IT policies, security standards, and best practices while supporting institutional systems and data.
• · Contribute to continuous improvement of helpdesk services by identifying recurring issues and recommending solutions.
• · Support special academic events, exams, and presentations that require technology setup or on-site assistance.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent technical experience.

• 1–3 years of experience in IT helpdesk or end-user support, preferably within a higher education setting.

• Strong working knowledge of Windows, macOS, Microsoft 365, and standard business applications.

• Experience with ticketing tools such as ManageEngine, ServiceNow, or Zendesk.

• Understanding of networking fundamentals, printers, and peripheral device support.

• Excellent communication, customer service, and problem-solving skills.

• Ability to multitask and prioritize in a fast-paced, service-driven environment.

Preferred Qualifications:

• Experience supporting academic systems (LMS, SIS, etc.) and hybrid learning technologies (Zoom, Teams, AV tools).

• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator.

• Experience working in a managed IT service or client-supported model.

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