Help Desk

West Virginia School of Osteopathic Medicine
Lewisburg, West Virginia
Commensurate with Education and Experience
Closing date
Jul 27, 2021

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Administrative Jobs
Technology, IT Support & Training

Job Details

Help Desk - Information Technology Department

The West Virginia School of Osteopathic Medicine is seeking applicants for the WVSOM Help Desk.  Successful candidate would be either a Help Desk Support Technician or a Help Desk Technician based on their ability to meet the minimum qualifications for each position. 

The Help Desk employee will provide technical support to administration, faculty, staff (on- and off-campus), students, and other constituents as needed.  The incumbent must be able to exercise independent judgement and decision making to ensure resolution to problems and promote end-user satisfaction.  This position reports to the Technical Help Desk Manager.

General Help Desk Duties and Responsibilities

Student Computer Support

  • Assist with student laptop program and imaging utilizing Windows System Center
  • Manage inventory for student laptops
  • Discuss technical problems with students, analyze and diagnose underlying problem and resolve.  This may involve communication with outside vendors if warranty is involved.
  • Student account assistance with Active Directory or Banner passwords
  • Provide support for handheld devices such as cell phones, iPads and tablets.

Administration, Faculty and Staff Support

  • Discuss, analyze, diagnose and resolve technology problems
  • Account assistance with Active Directory and Banner passwords
  • Insures proper encryption of devices/external drives using Microsoft Bitlocker Administration and File Vault
  • Set-up and install all new computers for replacement cycle and new employees.
  • Prepare and deploy new inventory to end users across campus, including appropriate hard drive imaging using Windows System Center, software installations, and file migrations;

Other Help Desk Support Duties

  • Utilize remote diagnostic tools and troubleshooting skills to resolve technical issues
  • Extensive use of Information Technology Department’s ticketing system for issue initiation, resolution and follow up.
  • Knowledge and ability to troubleshoot basic network connections on computers and mobile devices.
  • Provide support for Windows and Mac computers
  • Assist with Virtual Desktop deployments
  • Software installations
  • Assist with file shares and student printing issues (paper supply, print cartridges, paper jams).
  • Installation, maintenance, and training for various applications (spreadsheets, databases, word processing)
  • Development and documentation of Help Desk Standard Operating Procedures
  • Other related duties as assigned

Skills Required
A combination of recent and relevant education and experience may also be considered for this position.

  • Extensive knowledge in problem solving; uses logic to identify alternatives to solve complex and integrated technical problems, anticipates problems and identifies and evaluates potential sources of information and generates alternative to solve problems where precedents do not exist.
  • Ability to communicate with customers with diverse needs and a variety of end-user skill sets; provide technical or complex information about products and services; assess customer needs and identify products and/or services to meet their needs; resolves complex or non-routine problems and questions.
  • Knowledge of computer hardware, mobile devices; different operating systems including Windows 10; wired and wireless networking; setting up profiles; setting up and using imaging for system restoration; establishing network shares for file sharing and printing; remote diagnostic tools; knowledge of data communication protocols, web browsers and internet services; knowledge of various software products (MS Office Suite).
  • Must be able to develop training materials, knowledge base information, and procedures.
  • Excellent verbal and written communication skills; phone etiquette; people and customer service oriented skills.
  • A+, Network+, CCNA, Security+, MCSE, or VCP highly sought
  • Must be able to work independently as well as part of a team.

Education and Experience:

Help Desk Support Technician or Help Desk Technician level will be based upon education, training, and experience.

A Help Desk Support Technician Requires a Bachelor of Science degree in Computer Science or Information Technology, though experience may be considered in lieu of education.  This level requires 2 years of recent and related experience.

A Help Desk Technician requires a Bachelor of Science degree in Computer Science or Information Technology, though experience may be considered in lieu of education.  This level requires 4 years of recent and related experience.

Position: This is a full-time, non-classified position; it is exempt from FLSA regulations concerning overtime.  Minimum base salary for this position, based on level, is $34,000 - $40,000 though negotiable based on experience and education.

Not all activities of this position occur within the confines of an 8:00-4:30 schedule and may require evening and weekend scheduling as needed.  The weekly schedule for this position will be established between the supervisor and the employee and approved given the needs of the department and the institution. 

This position has been designated as Essential. This means that when WVSOM is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover and continue operations at WVSOM.


Candidates should apply for this position online at

Applications will be accepted until the position has been filled.  Final candidates are subject to employment and credential verification, reference and background checks.  All applications are confidential.

West Virginia School of Osteopathic Medicine is an equal opportunity employer and is committed to enhancing diversity among its faculty and staff.


The mission of the West Virginia School of Osteopathic Medicine (WVSOM) is to educate students from diverse backgrounds as lifelong learners in osteopathic medicine and complementary health related programs; to advance scientific knowledge through academic, clinical and basic science research; and to promote patient-centered, evidence based medicine.

WVSOM is dedicated to serve, first and foremost, the state of West Virginia and the special health care needs of its residents, emphasizing primary care in rural areas.

Because of our outstanding medical education programs. Because of our latest high-tech learning tools. Because WVSOM has a sense of community togetherness and family feeling.

Reason #1: The feel of a small school with a national reputation
Our legacy of excellence has earned WVSOM national recognition for many years as a leader in the nation for family medicine, primary care and rural medicine by the highly regarded U.S. News & World Report. With a passion for providing the best osteopathic medical education, WVSOM fosters the development of caring and compassionate physicians.  WVSOM has also been named by The Chronicle of Higher Education in “Great Colleges to Work For.”

Reason #2: Education is our top priority
At WVSOM, our faculty is dedicated to our principal mission: educating osteopathic students in all areas of medicine. Because we are a free standing program—not part of a larger university—our faculty of nationally and internationally recognized PhDs, DOs and MDs are free to focus on the education of our students. Their passion for teaching and commitment to lifelong learning are the hallmarks of a WVSOM medical education.

Reason #3: Preparing students for primary care and all other specialties
WVSOM is leading the charge to elevate community-based services to a more prominent position in our nation’s health care system. With the firm medical education that we provide, students are well prepared to succeed in any field of medicine they choose to pursue.

Reason #4: Curriculum to maximize learning style
WVSOM presents a 21st century, clinically integrated approach to medical education. In the first two years, students are exposed to a variety of learning modes, including small group case presentations, lectures and laboratory experiences, and interaction with standardized patients and robots. Students learn a variety of clinical skills, and have early clinical encounters with real patients. All of these curricular activities integrate the basic sciences and their application to the patient. During years three and four, through the Statewide Campus System, students spend time in physician offices and hospitals, honing their skills with actual patients.

Reason #5: Our professors
Students at WVSOM have unprecedented access to consult with professors on an individual basis beyond the classroom setting. Open office hours, combined with the fact that most faculty members live in close proximity to campus, ensure that instructors are not just available, but eager to address questions or concerns one-on-one. Teaching is our primary objective, and we understand that learning often happens outside of classroom time.

Reason #6: A holistic approach to healing and emphasis on preventive medicine
The osteopathic philosophy of medicine provides everything students need to become a fully competent, practicing physician with a more holistic approach to the patient. While osteopathic physicians practice traditional medicine and surgery, they also focus on preventive medicine and ways to attain and maintain wellness. An osteopathic medical education provides training in OMM (Osteopathic Manipulative Medicine), a practice where physicians use their hands as another tool to diagnose and treat injury and illness.

Reason #7: Leading edge technology
WVSOM is on the forefront of innovation, providing a cutting-edge medical education. For first and second year students, wireless Internet service envelops the entire campus, ensuring 24/7 access to research sources, classroom materials and a global communications network. Each first year student receives a new, fully programmed laptop computer to utilize during their four years of study. During third and fourth year off-site rotations, students can gain access to testing, grading and evaluation forms, required reading lists and other instructional materials via WVSOM’s secure student portal.

More traditional research needs can be fulfilled in WVSOM’s modern library facility. Consisting of over 33,000 items, the library features current books, literature, scientific journals and access to over 8,000 full-text e-journals. Of special note is the osteopathic history collection and a unique index of over 23,000 osteopathic articles. The library also provides comfortable space for individual and group study with computer workstations, AV study rooms and individual cubicles.

Reason #8: Human patient simulators (robots) put real-life scenarios in students' hands
Students at WVSOM utilize human patient simulators to confront and treat real-world patient situations in a safe, controlled clinical training environment. These full-size, interactive, computerized mannequins can provide real-life simulations of more than 80 medical conditions, allowing for many different kinds of training scenarios.

With their life-like exterior and hi-tech internal components, WVSOM’s  patient simulators provide an incredibly realistic training experience for students.

With the robots, failure does not mean a bad grade; failure means a patient dies. This visceral experience enhances the learning experience and makes a lasting impression.

Reason #9: World-class anatomy lab offers hands-on learning environment
The study of human anatomy is a core component of the nationally recognized osteopathic medical education program at WVSOM. Our advanced anatomy lab features state-of-the-art equipment and ventilation systems, along with a multipurpose anatomy demonstration room to enhance the learning experience. This tactile learning environment offers a level of hands-on exposure to the human anatomy in a sterile and controlled environment that no simulator or model can provide.

Reason #10: Standardized patients training
In the medical field, effectively communicating with the patient is critical to acquiring complete medical histories, performing thorough physical exams and accurately diagnosing and treating the whole patient. In a simulated and controlled environment, actors portray patients with a specific set of medical issues and symptoms. Students must complete a comprehensive physical examination on the patient. This experience provides an invaluable opportunity to practice interview skills and develop a compassionate bedside manner.

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400 Lee Street North
United States

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