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OculusIT · 3 weeks ago

Information Technology Help Desk Support

Atherton, CA

Full-time

Onsite

Entry Level

1+ years exp

OculusIT is seeking an IT Helpdesk Support professional who will provide frontline technical assistance to students, faculty, and staff. The role focuses on ensuring reliable access to campus technology and requires exceptional customer service and strong technical troubleshooting skills.

Cloud ComputingCyber SecurityEnterprise ApplicationsHigher EducationIT InfrastructureIT ManagementOutsourcing

Hiring Manager

Sajad Sheikh

Responsibilities

Provide in-person, phone, and email technical support for Windows, macOS, and mobile devices with a focus on high-quality customer service

Troubleshoot network and Wi-Fi issues, printer connectivity, classroom technology, audiovisual equipment, and other campus systems to minimize instructional disruptions

Manage and maintain the IT Helpdesk ticketing system, including triaging, tracking, and resolving support requests in a timely manner

Maintain inventory of IT hardware and peripherals; coordinate imaging, configuration, distribution, and replacement of devices for employees and computer labs

Support campus VoIP phone systems, including device setup, number assignments, call routing, voicemail configuration, and troubleshooting

Assist with cybersecurity operations, including endpoint protection (SentinelOne or similar) and enforcement of user security best practices

Provide support for Zoom-equipped classrooms and hybrid learning environments; train faculty and staff and troubleshoot live instructional sessions

Build, update, and deploy standardized computer images to ensure consistent software configurations and security compliance

Qualification

WindowsMacOSActive DirectoryGoogle WorkspaceMicrosoft 365Zoom administrationIT Helpdesk ticketing systemsEndpoint security systemsTechnical troubleshootingCustomer serviceMultitaskingProblem-solvingAttention to detailCollaboration

Required

Demonstrated experience supporting Windows and macOS operating systems

Proficiency in troubleshooting: Wi-Fi and network connectivity issues, Printer and peripheral connection problems, Hardware, software, and operating system issues

Hands-on experience with: Active Directory (user and group management), Google Workspace, Microsoft 365, and Zoom administration, Computer imaging and deployment tools, Endpoint security systems (SentinelOne or similar), IT Helpdesk ticketing systems and workflow processes

Excellent communication, customer service, and interpersonal skills

Strong problem-solving ability, attention to detail, and sense of urgency

Ability to multitask and work independently in a fast-paced setting

Collaborative mindset with a willingness to learn new systems quickly

Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent professional experience

1–3 years of experience in an IT Helpdesk or technical support role