IT Help Desk Technician

The Help Desk Technician will maintain and improve the technical systems of our company to ensure all employees have the technology they need to complete their work and the organization’s important files and information remain safe and intact. Responsibilities of the role shall include:

• Ensuring all Thayer-owned IT equipment is in working order, including desktop/laptop computer systems, telecommunications (cellular phones/landlines), authorized software, printers, scanners, and accessories such as external hard drives
• Ensuring company-approved employees’ Bring Your Own Devices (BYOD), such as laptops, are supported with IT assistance for functionality when needed
• Assisting management in creating training materials pertaining to computer troubleshooting and usage
• Track inventory of company technology and equipment
• Working with the Operations team to track inventory of company technology and equipment
• New user setup and orientation including installing and configuring workstations, software, network printing, etc.
• Resolving technical issues related to network interruptions
• Installing and configuring computer systems and applications within the company
• Administration, support, and configuration of MS Office O365 for staff
• Maintenance/sustainment of existing client SharePoint sites and sub-sites, lists, libraries, and content (including pages, workflows, and items)
• Coordinating with system administrators, external parties, and with the Thayer Hotel to ensure A/V systems, phones, and peripheral devices are operational and ready for program use
• Coordinating with other personnel on the IT team for information and assistance
• Providing advice and assistance regarding hardware and software purchasing and implementation
• Implementing and enforcing IT policies and procedures in coordination with the IT team and leadership
• Continuously coordinating with IT Team and supervisor to ascertain priorities of work and the most efficient solutions
• Other duties as required

Skills and Qualifications

• 1-2 years of Help Desk experience required
• Experience working with, and administering, different operating systems, including Windows 10/11 and Mac OS
• General knowledge of networking
• Experience as a Microsoft 365 Global Administrator including familiarity with the Microsoft 365 Admin Center (Exchange, Azure Active Directory, Teams, and SharePoint)
• Familiarity with Cyber security software (i.e., SOPHOS) preferred
• Familiarity with software and online applications such as Dropbox, Airtable, Zoom, SharePoint, DocuSign, Salesforce, and Adobe Creative Cloud preferred
• Familiarity in cloud infrastructure management preferred

Education

• AAS Degree (Preference: Bachelor’s Degree)
• On-the-job training may be required or preferred for candidates working with proprietary equipment or unique IT needs