Help Desk Technician - Georgia Staffing : Job Details

Morehouse School of Medicine (MSM) is a place of distinction, serving as the nation's leading academic medical center for vulnerable populations. It's also a place for passionate individuals looking to join a dedicated community working today to help prepare tomorrow's leaders. MSM exists to improve the health and well-being of individuals and communities; increase the diversity of the health professional and scientific workforce; and address primary health care through programs in education, research, and service.

The Helpdesk Support Technician III plays a critical role in supporting the mission of MSM 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. 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:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 46 years of progressive desktop support experience, including Tier II/III support, and preferably in higher education or enterprise environments.

Preferred Qualifications:

• 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).
• Certifications (Preferred): ITIL Foundation, CompTIA A+/Network+, Microsoft Certified: Endpoint Administrator, HDI Support Center Analyst.

Job Duties:

• 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.

Pre-Employment/Employment Requirements:

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

Posting Specific Questions:

• * What is the highest level of education you have completed?
• * Please select the current certifications you hold.
• * Please provide your salary requirement.

Applicant Documents:

• Curriculum Vitae or Resume
• Optional Documents: Cover Letter