Helpdesk Technician 1

Position Title: Helpdesk Technician I

Reports To: Help Desk Manager, Office of Information Technology (OIT) Director

Status: Non-Exempt

Salary: $33.50/hr

Position Overview:

The Helpdesk Technician I provides frontline technical support for NDNU faculty, staff, and students. This position serves as a key resource for resolving a wide range of IT and audio-visual issues in academic offices, classrooms, labs and event spaces. The technician is responsible for troubleshooting hardware, software, networking, and classroom technology problems, assisting with AV/event support, and guiding junior/student technicians. The role demands strong communication skills, a collaborative mindset, and a commitment to supporting the academic mission of the institution.

Key Responsibilities:

• Serve as the first point of contact for IT support across campus, providing timely and professional assistance in person, via phone, and through the ticketing system.

• Troubleshoot and resolve issues with desktop/laptop hardware, software applications, printing, and operating systems (Windows/macOS) used in academic and administrative settings.

• Set up, support, and maintain instructional technology such as projectors, smart podiums, lecture capture systems, and classroom computers.

• Respond to classroom technology issues during class sessions and assist faculty in using AV/IT tools effectively for teaching.

• Manage requests and support the setup and breakdown of AV equipment for lectures, campus events, and meetings.

• Operate sound systems, microphones, and projection systems during special events; assist in evaluating and recommending AV upgrades.

• Assist with activating and troubleshooting network jacks in academic and residential buildings.

• Provide first-level support for campus VoIP phone systems and assist with basic telephony configurations.

• Support user account tasks in systems such as Active Directory, email platforms, and learning management systems (LMS).

• Assist with campus-wide IT onboarding for new students, faculty, and staff.

• Maintain accurate service records and ticket updates in the help desk system.

• Contribute to and maintain internal documentation and public-facing knowledge base articles tailored to the higher education community.

• Help train and oversee student workers providing lab, AV, and Tier 1 support.

• Model professional behavior and serve as a technical resource for junior staff.

• Participate in software rollouts, computer lab refreshes, and inventory tracking.

• Support IT projects that enhance teaching, learning, and operational efficiency across the university.

• Build positive relationships with academic departments, administrative offices, and student groups.

• Uphold IT policies and practices while advocating for end-user needs in a collaborative academic environment.

Qualifications:

• 1–2 years of helpdesk or technical support experience, preferably in a college or university environment.

• Experience supporting both Windows and macOS platforms.

• Strong troubleshooting skills for desktop systems, classroom AV setups, and peripherals.

• Excellent communication and interpersonal skills; customer service-oriented.

• Ability to lift and move IT/AV equipment up to 50 lbs.

• Organizational skills with attention to detail and follow-through.

Preferred Skills/Knowledge/Experience:

• Associate degree in Information Technology, Computer Science, or related field.

• CompTIA A+ certification or in-progress.

• Familiarity with higher ed technologies such as LMS (e.g., Canvas, Blackboard), lecture capture tools, and print management systems.

• Experience supporting users in classrooms, computer labs, or campus events.

• Knowledge of Active Directory, basic networking, antivirus tools, and IT ticketing systems.

• General understanding of telephony and structured cabling.

Work Environment:

This position operates primarily in-person and may require occasional evening or weekend hours to support special academic events or critical IT services. The role supports a diverse and dynamic campus community and plays a vital part in sustaining an accessible and reliable academic technology environment.

Application Procedures: 

NDNU is committed to providing an educational environment that supports a diverse student population. In your cover letter, please include information about your experiences in working in a diverse environment, and what qualities you would bring to supporting this commitment to inclusive excellence at NDNU.

EEOC Policy: 

The University is an equal opportunity employer and is firmly committed to non-discrimination in its hiring and other employment practices and in the application of its personnel policies. In compliance with all applicable federal and state laws, except where a bona fide occupational qualification exists, employment decisions will be made irrespective of the staff member's race, color, religion, religious creed, ancestry, national origin, age (except for minors), sex, marital status, citizenship status, military service status, sexual orientation, medical condition (cancer-related or genetic condition), disability and/or any another status protected by law. When necessary, the University will reasonably accommodate individuals with disabilities, if the individual is otherwise qualified to safely perform all essential functions of the position and if it will be done without undue hardship to the University.