Lead Help Desk Support (Abilene) at OculusIT

The Lead Helpdesk Support position provides frontline technical assistance to students, faculty, and staff, ensuring reliable access to campus technology and smooth daily operations. This role requires exceptional customer service, strong technical troubleshooting skills, and the ability to work in a fast-paced academic environment.Key Responsibilities:Assist customers seeking technical assistance via phone, email, or in personManage and track the installation, modification, and repair of computer hardware and softwareMaintain technology equipment inventoriesReview trouble tickets to ensure they are being addresses, updated, and resolved in a timely fashionCreate and maintain documentationAssist with technology deployments for new hires and new studentsProvide accurate information on IT products or servicesMaintain the catalog of technology services and develop appropriate training aids for usersAdminister Microsoft 365 environmentAssist in troubleshooting computer hardware, software, printing, phone system, network connectivity, and audio-visual issuesOccasional after-hours and weekend support, as neededManage user accounts in Microsoft Active Directory and EntraIDRequirements:Proven experience in a technical support roleExcellent communication skillsIT standard certification.Preference:Experience with Microsoft 365 administration2-4 years of relevant experienceAssociate's degree in IT, Computer Science, or relevant field of study