Technology Services Center Support Technician Level 1

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).