IT Help Desk Technician – BYU College of Life Sciences

Sep 2025 – Nov 2025 • Provo, UT

Overview

Served as an IT Help Desk Technician supporting students, faculty, and staff within the BYU College of Life Sciences. The role required diagnosing and resolving a wide range of technical issues in a fast-paced academic environment while maintaining clear communication and professional customer support.

Key Responsibilities

• Provided technical support for hardware, software, and basic networking issues affecting over 200 students and faculty members across the college.
• Diagnosed and resolved issues related to Windows and macOS systems, peripherals, user accounts, and classroom technology.
• Communicated technical solutions clearly to non-technical users, ensuring issues were fully understood and properly resolved.
• Managed and tracked support requests using a ticketing and escalation system, prioritizing issues based on urgency and impact.
• Identified recurring technical problems and contributed to timely, repeatable solutions to reduce future support requests.

Technical Skills & Tools

System troubleshooting, networking fundamentals, Windows & macOS support, ticketing systems, technical documentation, user support workflows