Campus IT Help Desk Associate — Frontline Tech Support

Lenoir-Rhyne University; Hickory (NC); On-site; USD 35,000 - 52,000; Full time

Job summary

Lenoir-Rhyne University is seeking a Help Desk I Support Assistant to be the first point of contact for the university’s IT department. The role answers 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.

The position supports faculty, staff and students in a busy campus IT environment, maintaining professionalism and confidentiality while delivering exceptional service.

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.

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.

Skills

IT office experience

Customer service

Tools

Microsoft Office

Job description

Lenoir-Rhyne University is seeking a Help Desk I Support Assistant to be the first point of contact for the university’s IT department. The role answers 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.

The position supports faculty, staff and students in a busy campus IT environment, maintaining professionalism and confidentiality while delivering exceptional service.