Help Desk technician

About OculusIT

At OculusIT, we help colleges and universities use technology to operate with confidence, serve their communities, and build a better future. Our work supports the systems higher education depends on every day - from cybersecurity, cloud, and infrastructure to ERP, data, and managed services.

We're looking for people who want their work to matter, who take ownership, solve problems with clarity, and bring a team-first mindset to complex technology environments. If you're energized by meaningful work, continuous learning, and serving institutions with purpose, you'll find a strong fit here.

As a global organization, our values guide how we work:

• Trust is Built Through Action - We communicate openly, follow through, and earn trust through reliability.
• We Own What We Do - We take responsibility for outcomes and stay with problems until they're solved.
• Distill Clarity from Complexity - We make complicated challenges easier to understand, decide, and act on.
• The Power of We - We collaborate across teams, roles, and perspectives to create better solutions.
• Stay Ahead Always - We stay curious, keep learning, and apply new ideas to improve how we serve.
• Work With Empathy - We listen, respect context, and remember there are people behind every system and decision.

If this sounds like the way you want to work, we'd be excited to meet you.

Job Summary:

We are looking for a Help Desk Technician with a strong background in networking to join our IT team. This role is primarily focused on providing first- and second-level support to end users - resolving hardware, software, account, and connectivity issues - but we need someone whose networking knowledge goes well beyond the basics. Youll be the person who can quickly tell whether an issue is a workstation problem or a network problem, troubleshoot switches, Wi-Fi, and VPN connectivity alongside standard desktop support, and escalate complex network issues to senior engineers with clear, accurate diagnostics already in hand.

Key Responsibilities:

• Serve as the first point of contact for end-user IT support via phone, email, and ticketing system, resolving hardware, software, account, and connectivity issues.
• Triage and troubleshoot network-related user issues (Wi-Fi drops, VPN failures, slow connections, port/switch issues) before escalating, using solid networking fundamentals rather than guesswork.
• Support and maintain user account and access management (Active Directory, VPN, Wi-Fi onboarding). • Assist with basic network device troubleshooting - switches, access points, patch panels - and coordinate with senior network staff on more complex issues.
• Perform basic patch cabling, network drops, and equipment moves/adds/changes.
• Monitor and respond to network and system alerts relevant to end-user impact; document and escalate per established procedures.
• Image, configure, and deploy workstations, laptops, and mobile devices.
• Maintain accurate documentation of tickets, network configurations touched, and asset records.
• Assist with routine maintenance tasks such as firmware updates, backups, and scheduled reboots.
• Participate in an on-call or rotating support schedule as needed.
• Follow IT security best practices and escalate potential security incidents promptly.
• Work any day of the week or hours as assigned.

Required Qualifications:

• 1-2+ years of experience in a help desk, desktop support, or technical support role.
• Strong, hands-on understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, subnetting, and Wi-Fi troubleshooting - not just conceptual knowledge.
• Demonstrated ability to troubleshoot connectivity issues using tools like ping, traceroute, and basic switch/AP interfaces.
• Familiarity with Windows and/or macOS environments and common productivity software.
• Strong troubleshooting skills and a methodical, detail-oriented approach to problem-solving.
• Clear written and verbal communication skills, with a customer-service mindset.
• Ability to lift/move equipment up to 50 lbs and work occasionally under desks, in server rooms, or in wiring closets.

Preferred Qualifications:

• CompTIA Network+ certification (strongly preferred) and/or CompTIA A+.
• Exposure to Cisco, Ubiquiti, Meraki, or similar networking hardware in a production environment.
• Associates degree or coursework in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• Experience with ticketing systems (e.g., ServiceNow, Freshservice, ConnectWise) and remote support tools.
• Basic scripting or automation exposure (PowerShell, Python) is a plus, not required.