Help Desk Support Specialist

Summary

The Help Desk Support Specialist assists in the day-to-day operation and administration of the IT Help Desk. This position shares responsibility for the first level of response, solving many technical issues immediately, while referring more extensive requests to IT specialists.

Primary job responsibilities include:

• Day-to-day operation of the Help Desk including answering calls, emails and walk-ins
• Help Desk ticket system management, analysis, and support
• Co-authoring and updating the IT Knowledgebase articles
• Co-supervision of the Help Desk student assistants
• Ordering Supplies
• Assisting with campus computing support tasks
• Preparing and managing loaner laptops for Faculty and Staff
• Taking care of documented tasks and fixes outlined in the IT Knowledgebase articles

Required Qualifications

Associates degree required; BA/BS degree preferred. One year of call center or customer service experience required. Knowledge of Windows and Macintosh computers advantageous.