Help Desk Technician

Employment in this role may be contingent upon extramural funding and successful performance and may be terminated or reduced in percentage of appointment if such funding is not secured or ceases to be available.

The Helpdesk Support Technician III plays a critical role in supporting the mission of Morehouse School of Medicine by delivering expert-level technical support to faculty, staff, and students in a dynamic higher education environment. This senior-level technician is responsible for resolving complex technical issues, mentoring junior helpdesk staff, and collaborating with cross-functional IT teams to ensure the reliability and performance of end-user systems and services.

A key component of this role is providing direct, in-person support at the Student Techbar located in the Hugh Gloster Building, which serves as a central hub for student technology assistance. With over 700 students, faculty, and staff actively utilizing this service, as tracked through ServiceNow, the Technician III ensures a constant and dependable presence at the Techbar to meet the high demand and maintain a responsive support environment. This position is essential to removing technical barriers to learning and enhancing the overall academic experience.

This role requires a deep understanding of enterprise IT environments, academic technologies, and service management best practices. The ideal candidate will demonstrate initiative, technical leadership, and a commitment to delivering exceptional customer service.

Minimum Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or related field.
• Experience: Minimum of 4–6 years of progressive desktop support experience, including Tier II/III support, and preferably in higher education or enterprise environments.

Preferred Qualifications

• Certifications (Preferred): ITIL Foundation, CompTIA A+/Network+, Microsoft Certified: Endpoint Administrator, HDI Support Center Analyst.
• Experience supporting academic technologies (e.g., LMS platforms like Canvas and or Cornerstone, lecture capture systems, classroom AV).
• Familiarity with identity and access management systems (e.g., Active Directory, Azure AD, SSO, Group Policy, and endpoint security solutions).
• Proficiency in ticketing systems (e.g., ServiceNow, Jira, SysAid).
• Strong troubleshooting skills across Windows, macOS, and mobile platforms.
• Experience with remote support tools and endpoint management platforms (e.g., SCCM, Intune, JAMF).
• Knowledge of cybersecurity best practices and compliance standards (FERPA, HIPAA, NIST).

Closing Date

Open Until Filled

Yes

Special Instructions to Applicants

Employment in this role may be contingent upon extramural funding and successful performance and may be terminated or reduced in percentage of appointment if such funding is not secured or ceases to be available.

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EEO Statement Summary

Morehouse School of Medicine is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Georgia State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Morehouse School of Medicine does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, or gender identity or expression.

Job Duties

Description of Job Duty

Key Responsibilities

• Provide Tier III support for escalated helpdesk tickets, resolving complex hardware, software, and network issues.
• Lead root cause analysis and implement long-term solutions for recurring problems.
• Serve as a senior technical for helpdesk operations, mentoring junior technicians, and contributing to training programs.
• Collaborate with IT teams (Infrastructure, Security, Applications) to resolve cross-functional issues and improve service delivery.
• Develop and maintain documentation, knowledge base articles, standard operating procedures, and technical documentation.
• Monitor helpdesk metrics and generate performance reports to identify trends and recommend improvements.
• Support classroom and instructional technologies, including AV systems, smart boards, and lecture capture tools.
• Participate in IT projects such as system upgrades, migrations, and new technology rollouts.
• Ensure compliance with institutional IT policies, data privacy regulations, and security protocols.
• Provide after-hours support as needed for critical incidents or scheduled maintenance.
• Maintain a consistent presence at the Student Techbar in the Hugh Gloster Building to provide immediate support to students, faculty, and staff.
• Utilize ServiceNow to manage and analyze support requests from over 700 users, ensuring timely resolution and continuous service improvement.

** The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization

Immunization Requirements

It is MSM's Immunization policy that all Prospective Employees are encouraged to provide proof that they are vaccinated against COVID-19 prior to commencement of employment. If employment will commence during Flu Season, MSM requires all individuals to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless granted an exemption. Failure to provide proof of vaccination for any required vaccines or obtain an exemption from MSM will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.

Required fields are indicated with an asterisk (*).

• * What is the highest level of education you have completed?
• Terminal degree (Ph.D., Ed.D., J.D. or other) from a regionally accredited college or university
• Masters degree from a regionally accredited college or univeristy
• Bachelors degree from a regionally accredited college or university
• Associate's degree from a regionally accredited college or university
• High School diploma or GED

• My college degrees were conferred but are not accredited or recognized by the Dept. of Education

• * Please select the current certifications you hold.

• I do not have any current applicable certifications
• ITIL Foundation
• CompTIA A+/Network+
• ITIL Foundation, CompTIA A+/Network+, Microsoft Certified: Endpoint Administrator, HDI Support Center Analyst
• Microsoft Certified: Endpoint Administrator

• HDI Support Center Analyst

• * Please provide your salary requirement. Do Not Enter Negotiable, a specified salary range is required. Not providing a salary requirement will result in your application being incomplete and will not be considered.

(Open Ended Question)

Required Documents

• Curriculum Vitae or Resume

Optional Documents

• Cover Letter