IT Helpdesk Support Technician

University Overview:

Since 1975, Sofia University has aspired to be a leader in transformative higher education offering students an education that transcends beyond a traditional learning environment. Students, staff, and faculty of Sofia are passionate individuals that recognize the need to be a part of something greater than themselves and seek opportunities that will provide them with the tools to empower themselves and their community. As Sofia continues to grow as a University, it remains committed to its transformative transpersonal values, as well as to maintaining a high-quality and diverse workforce representative of the community it services.

Sofia University is Western Senior College and University Commission (WSCUC) accredited and offers undergraduate, graduate, and doctoral degree programs in the fields of psychology, business, and computer science. Located in Palo Alto and Costa Mesa, California, the University provides both on campus and online programs, giving students the flexibility to further an education rooted in transformative and transpersonal values, in a format that best suits their schedule and needs. Sofia University is an equal opportunity employer.

Position Overview:

The Desktop/Helpdesk Support Technician is part of the IT support team and provides technical assistance to users, resolving hardware, software, and network issues both in-person and remote. They would be responsible for being the first point of contact for technical support, troubleshooting problems, escalating issues, and documenting solutions.

Sofia University “aspires to be a globally conscious leader in transformative education and thus to empower students with intellectual growth, ethical reasoning and the development of emotional intelligence”. As an integral part of the Academics team, this position will reflect our values: Service, Stewardship, Transformation, Academic Excellence, Cultural Humility, Innovation, Inspiration, Emotional Awareness and Commitment.

Responsibilities:

• Providing technical assistance for students, staff and faculty and offering solutions via phone, email or in-person.
• Installing, configuring and maintaining classroom technology and other computer hardware, software, and peripherals.
• Troubleshooting hardware, software, and network connectivity problems.
• Identifying and escalating unresolved issues to the appropriate support personnel or teams.
• Document user requests, troubleshooting steps, and resolutions through helpdesk ticketing system.
• Providing guidance and training to users on software and hardware usage.
• Monitoring performance of computer systems and networks, identifying potential problems, and taking corrective actions.
• Attend online meetings with the IT team as needed for discussion, review, or training purposes.
• Communicate through Microsoft Teams with other IT team members.
• Other duties as assigned.
• Weekend and evening work would be required.

Qualifications:

• Relevant education or work experience in technology related field.
• Flexibility and ability to work in an in-person customer facing role up to 20 hours per week when required or needed.
• Willingness to learn and apply new skills.
• Motivated self-starter with problem-solving skills with the ability to troubleshoot.
• Ability to interface with varied members of the Sofia community and maintain professional, friendly, and cooperative demeanor.
• Strong interpersonal, written, and oral communication skills.
• Ability to be proactive, work under minimal supervision.
• Proficiency in Microsoft Office365 and in the use of Zoom/Microsoft Teams technology.

Preferred Qualifications:

• Experience working in higher education and with relevant higher education systems and software.
• Knowledge or proficiency in the use of the Canvas learning management system.
• Ethical commitment and ability to align with Sofia’s values and mission.

Sofia University is an Equal Opportunity Employer and prohibits discrimination on the basis of race, color, ethnicity, religion, national origin, age, gender, gender identity/expression, sexual orientation, genetic information, medical condition, marital status, veteran status, and disability. Reasonable accommodations will be provided for applicants with disabilities who self-disclose by contacting the Human Resources Department at 888-820-1484 ext.10200.

Pay: $35,000.00 per year

Application Question(s):

• Do you have any IT Certifications?
• Do you have experience working in Higher Education?
• Do you have weekend Availability?

Work Location: Hybrid remote in Palo Alto, CA 94303