Job Description
Serves as a point of contact for faculty, staff, and students seeking technical assistance with university information technology systems and services. Provides tier 1 level troubleshooting and resolution for technical issues including desktop/laptop hardware and software, mobile devices, peripherals, enterprise applications, network connectivity, cloud services, email systems, and web-based tools. Delivers timely support through multiple channels including phone, email, chat, walk-in service, and ticketing systems to maximize user productivity and minimize service disruptions. Resolves common technical issues at first contact whenever possible, escalating more complex problems to senior technicians, tier 2/3 support, or specialized teams as appropriate. Assists with training student employees and contributes to knowledge base documentation. Supports the research, instructional, and administrative technology needs of the university community while maintaining exceptional customer service standards. Performs other duties as assigned.