Job Details
Location: Hickory, North Carolina
Position Summary
The Help Desk I Support Assistant serves as the first point of contact for the university's IT department. This position answers incoming calls, staffs the IT Service Lobby, assists with password resets and basic account issues, creates support tickets, and routes requests to the appropriate IT staff.
Lenoir-Rhyne University is committed to cultivating an equitable and inclusive environment where students, faculty, and staff experience a strong sense of belonging. The Help Desk I Support Assistant is expected to work effectively with individuals from diverse backgrounds and experiences.
Essential Duties and Responsibilities
- Answer incoming calls to the IT Help Desk professionally and courteously.
- Staff the IT Service Lobby and provide exceptional customer service.
- Assist faculty, staff and students with password resets and account unlocks.
- Create, update and manage support tickets in the IT ticketing system.
- Gather information and route tickets to the appropriate IT technician.
- Monitor the Help Desk queue and communicate updates to customers.
- Coordinate computer pickups, equipment returns and basic inventory tracking.
- Maintain a clean, organized and welcoming IT Service Lobby.
- Perform other administrative and customer service duties as assigned.
Required Qualifications
- Experience working in an IT office.
- Excellent customer service and communication skills.
- Basic computer proficiency, including Microsoft Office applications and web-based tools.
- Ability to multitask while maintaining professionalism.
Preferred Qualifications
- Previous customer service or front desk experience.
- Experience with a help desk or ticketing system.
Physical Requirements
- Prolonged periods of sitting and working at a computer and standard office equipment.
- Occasional lifting of equipment up to 50 pounds.
Work Schedule
- Standard work hours are Monday through Friday, 10 a.m. to 7 p.m.
- Occasional extended hours may be required.
Behavioral Expectations
- Maintain high ethical standards, integrity, and confidentiality in all aspects of the position.
- Contribute to a professional, respectful, diverse, equitable, and inclusive work environment.
- Treat all individuals with dignity, respect, and professionalism.
- Comply with all university policies, procedures, and applicable federal, state, and local laws and regulations.
The requirements outlined in this position description indicate the minimum knowledge, skills and abilities necessary to perform the job competently. Role descriptions are an overview of the duties, responsibilities and requirements of the position and are not intended to be construed as an exhaustive list of the position. Employees may be required to perform other job-related assignments as requested and acquire new skills and responsibilities. Lenoir-Rhyne University reserves the right to modify, add, remove, or waive the position's responsibilities, duties, and skills required.
Application Process
While completing the application, candidates will be prompted to submit:
- Resume
- Cover letter
The university’s mission, vision, and values statements may be reviewed using About LR. Lenoir-Rhyne University promotes a welcoming campus environment that is integral to the university's commitment to excellence in engagement and education. We are particularly interested in candidates who have demonstrated experience nurturing a welcoming community, working with faculty, staff and/or students from all walks of life and/or incorporating varied perspectives and traditions in their current or previous positions. This commitment is rooted in our Lutheran tradition of fostering wisdom, nurturing vocation and preparing students for lives of purpose while serving the common good.
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