Desktop and Education Support Specialist

Job Title: Desktop & Education Support Specialist

Overview:

The Desktop & Education Support Specialist provides professional computer and classroom technology support for OTDI-supported customers. This role involves troubleshooting software, hardware, and network issues, supporting both Windows and Mac OS environments, and ensuring reliable technology operations across instructional and administrative spaces.

Key Responsibilities:

Provide technical assistance and troubleshooting for software, hardware, and network issues across Windows and Mac OS platforms.

Deliver responsive, customer-focused support to end users both on-site and remotely.

Configure, deploy, and maintain workstations, peripherals, and classroom technology, ensuring proper functionality and documentation.

Implement and manage a classroom maintenance plan, performing preventive maintenance and emergency repairs as needed.

Support and repair audio-visual systems, including video projection, audio equipment, and classroom technology integration.

Collaborate with faculty, staff, and students to provide training and identify additional technology support needs.

Install and upgrade classroom technologies and ensure compatibility with existing systems.

Communicate and document technology outages, tracking resolutions and maintaining accurate records.

Act as a team lead on complex projects, assignments, and escalations within the help desk function.

Provide desktop support and on-call technical assistance when needed.

Maintain organized and up-to-date documentation of equipment, incidents, and resolutions.

Work independently and collaboratively in a fast-paced, service-oriented environment.

May be required to work a flexible schedule, including evenings and weekends.Required Experience & Qualifications:

Minimum of 2 years of experience supporting desktop computers running Windows, Mac OS, or both in a networked environment.

Experience supporting audio/visual equipment in teaching, meeting, or event spaces.

Strong customer service and communication skills with a professional, team-oriented approach.

Proven ability to troubleshoot and resolve technical issues efficiently.

Strong organizational and documentation skills with attention to detail.

Ability to work independently while contributing effectively to team goals.

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