Technical Helpdesk Assistant

Technical Helpdesk Assistant

SUMMARY

The Technical Helpdesk Assistant will provide first responder troubleshooting assistance to various end-user problems. The staff will provide on-site and virtual technical services, create trouble tickets, proactively monitor service tickets, escalate tickets as needed, and ensure tickets and service calls are handled within appropriate service level timeframes. Conduct routine assessments, compile documentation regarding user service requests and other duties as assigned.

PRIMARY RESPONSIBILITIES

The Technical Helpdesk Assistant will provide first responder troubleshooting assistance to various end-user technical issues including desktop and laptop repair, wi-fi and network issues, AD Manager password reset, etc. The staff will provide on-site and virtual technical services, create trouble tickets, proactively monitor service tickets, escalate tickets as needed, and ensure tickets and service calls are handled within appropriate service level timeframes. Conduct routine assessments and compile documentation regarding user service requests. Additional duties include:

1. Provide technical assistance and support for incoming queries and issues related to software applications.
2. Troubleshoot desktop, laptop, Banner, email and login issues
3. Follow up with customers to ensure the issue has been resolved, update ticket status
4. Walk customer through problem-solving process
5. Maintain a database of Information Technology service desk
6. Generate usage and service desk reports

REQUIRED EDUCATION AND EXPERIENCE

1. B.S. or A.S. degree in Computer Science or related discipline with a minimum of 2-year experience required.

PREFERRED QUALIFICATIONS

1. Experience in AD Manager, Manage Engine and Banner

TYPE: Full-time

COMPENSATION: $38,000 to $40,000

APPLICATION DEADLINE: Review of applications begins May 15, 2026 and continues until position is filled.