Academic Tech Help Desk Specialist

Athens State University; Athens (AL); On-site; USD 38,000 - 48,000; Full time

Job summary

Athens State University, located in Athens, Alabama, is seeking a Help Desk Technician to provide Tier 1 support for university systems, including the learning management system and instructional technologies, for students, faculty, and staff.

The role emphasizes customer service, problem solving, and technical troubleshooting, with opportunities to develop knowledge across university systems and security practices. Evening and weekend coverage may be required.

Qualifications

• High school diploma or GED required.
• Strong critical thinking and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to provide great customer service and technical support to a diverse audience.
• Flexible schedule, including evenings and Sundays.

Responsibilities

• Provide Tier 1 technical support by phone, email, online, and in-person.
• Manage help desk tickets with complete contact information and issue details.
• Troubleshoot hardware, software, email, and learning management system issues; escalate when needed.
• Create self-service materials and update orientation resources for faculty, staff, and students.
• Support desktop deployment and part-time access troubleshooting as required.
• Follow IT service management practices for incidents, requests, and communication.

Skills

Critical thinking

Problem solving

Customer service

Communication skills

Flexibility

Education

High School Diploma or GED

Associate/Bachelor’s Degree in technology-related field (preferred)

Job description

Athens State University, located in Athens, Alabama, is seeking a Help Desk Technician to provide Tier 1 support for university systems, including the learning management system and instructional technologies, for students, faculty, and staff.

The role emphasizes customer service, problem solving, and technical troubleshooting, with opportunities to develop knowledge across university systems and security practices. Evening and weekend coverage may be required.