Desktop Support Technician

Title: Desktop Support Technician

Department: Information Technology

Supervisor: Director of IT Services

Pay Grade: 8

Revision Date: 11/6/2026

Location: Academic Technical Center, St. Clairsville OH 43950

Approved by: President

Position Summary:

The Desktop Support Technician is directly responsible for providing tier-1 and tier-2 technical support across campus under the supervision of the Director of Information Technology. The Technician plays a major role in ensuring that software, hardware, peripheral devices, and communication platforms run efficiently to support daily administrative, instruction, and student success operations.

This professional staff position requires working knowledge of desktop hardware/software maintenance, user account administration, telephony systems, and classroom presentation technology. The position coordinates closely with staff, faculty, students, and third-party vendors to maintain high system availability, security, and customer service.

Specific Responsibilities:

1. Provide front-line technical support and troubleshooting for desktop computers, laptops, and peripheral hardware in both computer labs and administrative offices across campus.

2. Install, configure, update, and maintain operating systems (Windows OS and MacOS) and standard productivity software suites (Microsoft Office Suite/Office 365).

3. Assist staff, faculty, and students with end-user technical issues, account access, and platform navigation for Canvas, MyBelmont Campus Portal, and Outlook email.

4. Perform user identity and access management functions, including password resets and account unlock procedures across enterprise environments.

5. Issue, configure, and print official college ID badges for staff, faculty, and students.

6. Support, configure, and troubleshoot VOIP telephony systems, handset deployments, and user extension settings.

7. Serve as primary technical liaison with the college print vendor for printing infrastructure maintenance, technical support, and supply management.

8. Deliver on-site assistance and operational support for classroom audiovisual technology, computer hardware, and instructional displays to ensure minimal disruption to instruction.

9. Support access control, directory services, and endpoint management within Windows Server and Microsoft Azure environments.

10. Maintain detailed documentation of support requests, resolution steps, hardware inventory, and system configuration procedures.

11. Perform routine preventative maintenance, cleaning, and safety checks on lab and office computer equipment.

12. Assist with software deployment and system updates across campus workstations to ensure security compliance and optimal performance.

13. Provide patient, clear, and user-friendly technical guidance and training to non-technical users as needed.

14. Perform other duties and activities as assigned.

Physical Requirements:

Note: Please rank the below tasks as F for Frequent (6+ hours daily), M for Moderate (4-6 hours daily), O for Occasional (2-4 hours daily) or R for Rarely(<2 hours daily).

F Stand or Sit O Stoop/Kneel/Crawl M Carry/Weight Lift

F Walk F Talk/Hear O Exposure to Outside Environment

F Use of Fingers/Hands F See R Able to lift 10-25 pounds

R Climb R Taste/Smell R Exposure to Hazardous Materials

Position Requirements:

1. Technical fluency and practical experience supporting Windows OS, MacOS, Microsoft Office Suite, and enterprise VOIP telephony systems. Familiarity with Windows Server, Microsoft Azure, active directory user management, and learning management systems (e.g., Canvas) is required.

2. Minimum of an associate degree in Computer Information Systems, Information Technology, or a related field preferred (or an equivalent combination of industry certifications such as CompTIA A+/Network+, education, and practical experience).

3. Experience delivering technical support in a higher education or enterprise customer service environment preferred.

This position requires practical knowledge of hardware diagnostics, operating system installation and configuration, network connectivity, and desktop management tools. Strong interpersonal and communication skills are essential to effectively resolve issues for students, faculty, and administrative staff in a polite and timely manner.

Belmont College does not discriminate or permit discrimination by any member of its community against any individual on the basis of race, color, national origin, sex, sexual orientation, age, disability, housing, citizenship, veteran status, or genetic information in matters of admissions, employment, or service the College provides. Belmont College also prohibits retaliation for asserting or otherwise participating in claims of discrimination and harassment.

This job description is subject to change at any time and nothing in this job description restricts the college's right to assign or reassign duties and responsibilities. Additionally, this job description shall not be construed as an employment contract.