Communication Skills, Customer Support/Service, Family Educational Rights and Privacy Act (FERPA), Help Desk, Information Technology & Information Systems, Interpersonal Skills, Mac Operating System, Microsoft Excel, Microsoft Outlook, Microsoft Product Family, Microsoft Windows Operating System, Microsoft Word, Multitasking, Network Connectivity, Organizational Skills, Printing, Resolve Customer Issues, ServiceNow, Software Configuration Management, Technical Operations, Technical Support, Testing, University/School Policies
Washington College seeks a Technology Services Center Support Technician Level 1 to join our Office of Information Technology Department.
Summary:
The Technology Services Center Support Technician Level 1 supports day-to-day operations of the Technology Support Center (TSC), serving as a first point of contact for the Washington College community. Working under the direction of TSC professional staff, Student Technicians provide Tier 1 technical assistance through walk-up, phone, and ticketed support channels. This role offers hands-on experience in a professional IT service environment.
Essential Functions:
- Provide courteous, professional Tier 1 technical support to students, faculty, and staff at the TSC walk-up desk and via ServiceNow ticketing.
- Troubleshoot and resolve common issues including account access, password resets, network connectivity, printing (PaperCut), and software configuration.
- Escalate unresolved incidents and service requests to full-time TSC staff with clear, complete documentation.
- Log all support interactions accurately in ServiceNow in accordance with TSC documentation standards.
- Assist end users with hardware and software issues on Windows and macOS devices, including Microsoft 365 applications (Outlook, Teams, Word, Excel, OneDrive).
- Guide users through enrollment in institutional systems including Entra ID and Intune-managed devices.
- Maintain a welcoming and organized walk-up service environment; communicate technical concepts clearly to non-technical users.
- Assist with equipment check-in/check-out, loaner device tracking, basic inventory tasks, and other duties as assigned.
- Adhere to Washington College IT policies, FERPA requirements, and data handling guidelines at all times.
Qualifications :
- Strong communication and interpersonal skills; ability to work independently and manage multiple tasks in a busy service environment (required).
- Demonstrated interest in technology and helping others (required).
- Prior experience in a customer service or technical support role (preferred).
- Familiarity with Windows, macOS, or Microsoft 365 products (preferred).
- Experience with help desk or ticketing systems; ServiceNow a plus (preferred).