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OculusIT · 2 days ago

Help Desk Support Analyst

Wichita, KS

Full-time

Onsite

Entry Level

1+ years exp

OculusIT is seeking a Help Desk Support Analyst to provide front-line technical support for faculty, staff, and students in a higher education environment. The role focuses on troubleshooting hardware, software, audiovisual, and instructional technology issues to ensure smooth teaching and learning experiences.

Cloud ComputingCyber SecurityEnterprise ApplicationsHigher EducationIT InfrastructureIT ManagementOutsourcing

Hiring Manager

Sajad Sheikh

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

Qualification

Helpdesk support experienceWindowsMacOS knowledgeTicketing tools experienceNetworking fundamentalsCustomer service skillsMultitasking abilityTechnical training abilityAV toolsManaged IT service experienceRelevant certificationsProblem-solving skillsCommunication skills