Help Desk Technician
@ Lensa

Atlanta, GA
$60,000
On Site
Full Time
Posted 21 days ago

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XXXXXXXXX XXXXXXXXX XXXXXXX****** @msm.edu
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Job Details

About the Role

The Help Desk Technician at Morehouse School of Medicine is a senior-level support role that delivers expert technical assistance in a higher education environment. Working at the Student Techbar in the Hugh Gloster Building, you will be responsible for resolving complex hardware, software, and network issues for over 700 students, faculty, and staff using tools like ServiceNow.

Key Responsibilities

  • Provide Tier III support for escalated helpdesk tickets.
  • Lead root cause analysis and implement long-term solutions.
  • Mentor junior technicians and contribute to training.
  • Collaborate with IT teams across infrastructure, security, and applications.
  • Develop documentation, knowledge base articles, and standard operating procedures.
  • Monitor helpdesk metrics and generate performance reports.
  • Support classroom technologies including AV systems and lecture capture tools.
  • Participate in system upgrades, migrations, and technology rollouts.
  • Ensure compliance with IT policies, data privacy, and security protocols.
  • Provide after-hours support for critical incidents or maintenance.

Minimum & Preferred Qualifications

A bachelor’s degree in a related field with 4-6 years of progressive desktop support experience. Preferred certifications include ITIL Foundation, CompTIA A+/Network+, and Microsoft Certified: Endpoint Administrator among others.

Location & Additional Information

This role is based at the Student Techbar in the Hugh Gloster Building, Morehouse School of Medicine in Atlanta, GA. Note: Employment may be contingent upon extramural funding and continued performance.

Key skills/competency

  • Tier III
  • Helpdesk
  • Troubleshooting
  • ServiceNow
  • Mentoring
  • Desktop Support
  • Documentation
  • ITIL
  • Cybersecurity
  • Technical Support
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How to Get Hired at Lensa

🎯 Tips for Getting Hired

  • Research Morehouse School of Medicine: Study their mission and IT environment.
  • Customize your resume: Emphasize Tier III support experience.
  • Highlight certifications: ITIL, CompTIA, Microsoft credentials matter.
  • Prepare for technical interviews: Review troubleshooting and ServiceNow usage.

📝 Interview Preparation Advice

Technical Preparation

Study enterprise IT environments and network protocols.
Practice troubleshooting Windows, macOS, and mobile platforms.
Review ServiceNow ticket management and remote support tools.
Update knowledge on ITIL and cybersecurity standards.

Behavioral Questions

Describe challenging technical support incident resolution.
Explain mentoring experience with junior technicians.
Detail collaboration with cross-functional IT teams.
Give example of proactive problem solving behavior.

Frequently Asked Questions