Nicholas Patenaude

Information Technology Help Desk Supervisor Technician Graduate Assistant @Nichols College

Dudley, MA, US

Manage and assist faculty, staff, students, and parents through the Nichols College Help Desk phone, email, and walk-ins by responding to emails/calls/voicemails/walk-ins and opening request tickets for them and resolve any issue/s that the user/s are experiencing with extensive details, notes, resolutions, and assistance- Work extensively with applications such as ADHQ, Lockout User, Ring Central, Lenovo Vantage, KACE, and all applications of Microsoft Office 365 (Word, Spreadsheet, Excel, PowerPoint, Outlook, One Drive, Teams, etc.) Mostly work with Apple, Lenovo, and HP products, but have experience working with other brands of electronics- Understand and able to run diagnostics, updates, basic repairs, and BIOS of computers/laptops. Able to properly decommission systems on different platforms and able to work on the inside of computers/laptops and correctly decommission them for disposal- Extensive experience with deploying new systems (laptops, desktops, and peripherals) while also giving out loaner laptops and working with the entire Nichols College Community by setting up meetings and appointments and get users successfully operating on their new systems- Experienced in classroom maintenance on projectors and podiums, assistance on printers, moving office/classroom furniture, setting up complete computer/laptop setups for faculty and staff, and work on classroom and office on campus- Ability to maintain exceptionally good connection and bonding with the Nichols College community with skillful communication, time management, retention of information, and continuous able to work under pressure while also sustaining a good work balance between projects, tickets, calls/emails, response times, and breaks- Assist and guide the student workers with opening requests, answering phone calls and voicemails, handling walk-ins of students, staff, and faculty, and guide them through various processes depending on the ticket/s of each situation.