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OculusIT · 1 day ago

Help Desk Technician

Buffalo, NY

Full-time

Onsite

Entry Level

1+ years exp

OculusIT is a provider of IT support services for higher education institutions, and they are seeking a Help Desk Technician to be the first point of contact for all IT support needs. The role involves delivering high-quality technical support to faculty, staff, and students while coordinating with the remote OculusIT team for efficient service delivery.

Cloud ComputingCyber SecurityEnterprise ApplicationsHigher EducationIT InfrastructureIT ManagementOutsourcing

Hiring Manager

Sajad Sheikh

Responsibilities

Provide first-level technical support for faculty, staff, and students via phone, email, or ticketing system

Troubleshoot and resolve issues related to desktops, laptops, printers, networks, and software applications

Support classroom and event Audio-Visual (AV) setups, ensuring smooth operation of conferencing tools and presentation equipment

Log, track, and document all incidents and requests in the ticketing system, escalating as necessary to higher-tier or remote OculusIT support teams

Assist in the setup, configuration, and maintenance of workstations, user accounts, and peripheral devices

Ensure timely delivery of support in line with Service Level Agreements (SLAs) and OculusIT processes

Collaborate with the OculusIT remote operations team to monitor system health, updates, and maintenance schedules

Maintain professionalism and customer focus in all interactions, ensuring a positive support experience

Participate in regular service reviews, reporting trends and recurring issues to the Helpdesk Manager for process improvement

Qualification

WindowsMacOSMicrosoft 365Ticketing toolsNetworking fundamentalsCustomer serviceProblem-solvingMultitaskingAV toolsCompTIA A+ITIL FoundationMicrosoft Modern Desktop AdministratorCommunication