The Help Desk Technician is a member of the Technology Support
Services IT Team whose primary role is to provide first level
technical support to the College’s client devices, labs, networks,
and enterprise systems, using multiple communication
methods which may include phone, email, chat, and in person
support to all faculty, staff and students. This individual will
work closely with the campus customer base, outside vendors, public
patrons, and other IT teams to develop, coordinate, integrate,
implement, and support technology
solutions throughout the College.
- Graduation from an
accredited college or university with an associate’s or bachelor’s
degree in a related field of study. Two or more years of closely
related work experience may substitute
for an associate’s degree.
- Technically fluent in
desktop operating systems, both Windows and Macintosh.
- Technically fluent in
Microsoft Office products.
- Hands-on software and
hardware troubleshooting experience.
- Ability to effectively
communicate over the
phone, through email, and chat. in-person
- Ability to produce
written technical documentation in
a user-friendly format.
- Experience working
in a team-oriented, collaborative environment.
- Experience with
Footprints incident and problem manager or similar ticketing
- Experience in a higher
education Help Desk setting.
- Experience providing
remote user support with Microsoft System Center
Manager or similar tool.
- Experience with
Packet Fence or similar network access control software
- Field incoming help
requests from end users via both telephone, e-mail, and in-person
visits in a courteous manner.
- Document all pertinent
end user identification information; including name, department,
contact information, and details about the nature of problem or
- Prioritize and
schedule incident tickets. Escalate incidents (when required) to
the appropriate team in Information Technology.
- Record, track, and
document the Help Desk request problem-solving process, including
all successful and unsuccessful decisions made and actions taken,
through to the final resolution.
- Clearly communicate
technical solutions in a user-friendly, professional
- Apply diagnostic
utilities to aid in troubleshooting. Submit RMAs to vendors for
hardware repairs when necessary.
- Use common technical
resources to research solutions and aid in problem
- Identify and learn
appropriate software and hardware used and supported by the
- Perform hands-on fixes
at the desktop level; including installing and upgrading software,
installing hardware, and new computer setup.
- Test fixes to
ensure that a problem has been adequately resolved.
- Perform post-resolution
follow-ups to help requests.
- Perform preventative
maintenance including checking and cleaning of workstations,
printers, and peripherals.
- Evaluate documented
resolutions and help contribute to the Knowledge Base. Analyze
trends for ways to prevent future problems.
- Develop help sheets,
self -service documentation, how-to videos, and frequently asked
questions lists for end users.
- Supervise and mentor
student workers in the Help Desk and the Labs.
- Perform other duties as
The work environment characteristics described here are
representative of those that an employee can expect while
performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
- Moderate noise (i.e.
business office with computers, phone, and printers, light
- Ability to work in a
- Ability to sit at a
computer workstation for an extended period of time.
The salary is $40,000 per year plus a
comprehensive benefits package.
A complete application packet includes:
- Cover letter addressing
interest and qualifications for the position
- Include details
regarding how your personal and professional experiences allow you
to encourage a learning environment grounded in equity and
inclusion. “How do you envision contributing to Fort Lewis
College’s commitment to equity and inclusion?”
- Names and contact
information for three current, professional
Submit materials as one PDF file via
Application materials received by October 31,
2021, will receive full consideration.
The position will remain open until
The successful candidate will be required to submit
original, official college transcripts,
and pass a background check.
The College and the
Lewis College, a public institution located in Durango, Colorado, offers degree
programs in arts, business, education, health fields, humanities,
social and natural sciences, and teacher education. Our inspiring
mountain campus is located atop a scenic mesa overlooking historic
Durango and situated between the San Juan Mountains and the desert
Southwest. We are committed to accessible
and high-quality baccalaureate education, and our
hallmarks are remarkably close relationships between students and
faculty, the freedom of intellectual exploration, and the challenge
of experiential learning. Our 3,300 students come from 48 states,
17 countries, with 36% Native American and Alaska Native
backgrounds, and 11% Hispanic backgrounds. Durango is a
thriving multicultural community of 18,500 set along the beautiful
Animas River Valley. Averaging 300 sunny days per year, the
community is known for its outdoor lifestyle and friendly, festive
atmosphere. Durango is also the cultural and economic hub of the
Four Corners region, rich in dining, shopping, and entertainment,
and linked with airline service to hubs in Denver, Phoenix, and
Fort Lewis College does not discriminate on the basis of race,
age, color, religion, national origin, sex*, disability, sexual
orientation, gender identity, gender expression, family or domestic
status, political beliefs, veteran status, pregnancy, or genetic
information. Accordingly, equal opportunity for employment shall be
extended to all persons. The College shall promote equal
opportunity, equal treatment, and affirmative action efforts to
increase the diversity of students, faculty, and staff. The College
is dedicated to building a culturally diverse and pluralistic
faculty and staff committed to teaching and working in a
To file a report, get resources, read policies, or make an
appointment, See www.fortlewis.edu/CARE.
Questions about Title IX sex discrimination?
Office of the Title 9 Coordinator
230 Skyhawk Station
1000 Rim Drive
Durango, Colorado 81301
(970) 247-7241 firstname.lastname@example.org
Other discrimination questions?
Office of the Equal Opportunity Coordinator
192 Education Business Hall
1000 Rim Drive
Durango, Colorado 81301
(970) 247-7182 email@example.com
Information about Fort Lewis College’s alcohol and drug policy,
sexual assault policy, campus security policies, campus crime
statistics, fire safety procedures and fire statistics, and
campus/community resources can be found in the Annual
Security and Fire Safety Report. Hard copies are
available upon request.
* Title IX of the Education Amendments of 1972 and Part 106 of
the Code of Federal Regulations (CFR) prohibit discrimination on
the basis of sex, including in admission and employment. Inquiries
about the application of Title IX and CFR 106 to Fort Lewis College
may be directed to FLC's Title IX Coordinator and/or to the
Assistant Secretary for Civil Rights of the Department of
Any person with a disability as defined by the ADA Amendments
Act of 2008 (ADAAA) may be provided a reasonable accommodation upon
request to enable the person to complete an employment assessment.
To request an accommodation, please
contact Kristin Polens by
phone 970-247-7459 or email firstname.lastname@example.org at
least five business days before the assessment date to allow us to
evaluate your request and prepare for the accommodation. You may be
asked to provide additional information, including medical
documentation, regarding functional limitations and type of
accommodation needed. Please ensure that you have this information
available well in advance of the assessment date.