Campus IT Help Desk Lead — Student & Faculty Support

Ellucian; Milwaukee (WI); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Health coverage

Flexible time off

401k with match

Parental Leave

Telemedicine

Wellness programs

Job summary

Ellucian, the leading provider of higher education technology, is seeking a Help Desk Coordinator to be the primary contact for campus IT support. You will handle ticket intake, resolve issues, and ensure timely service for faculty, staff, and students.

You will maintain the service catalog, train student workers, generate reports, and collaborate with IT teams to improve processes. A 2+ year help desk background and familiarity with Windows/macOS and systems like ServiceNow or Zendesk are

Qualifications

• 2+ years of experience in a help desk or technical support role.
• Strong working knowledge of Windows and macOS.
• Familiarity with ticketing systems such as ServiceNow or Zendesk.
• CompTia A+ or ITIL certification or equivalent is a plus.
• Excellent customer service orientation.
• Analytical mindset for identifying recurring issues.

Responsibilities

• Manage daily operation of help desk including ticket intake, assignment, escalation, and resolution tracking.
• Maintain and update the help desk service catalog, knowledge base, and documentation.
• Monitor service levels and ensure timely responses to support requests.
• Manage student workers and develop student training program.
• Provide tier 1 and 2 support for hardware, software, network, and account issues.
• Escalate tier 3 support when needed and guide users through basic troubleshooting.
• Coordinate with IT staff to resolve complex issues and ensure follow-through.
• Generate weekly and monthly reports on key IT service delivery metrics.

Skills

Help desk experience

Customer service

Problem solving

Communication skills

Multi-tasking

Technical troubleshooting

Tools

ServiceNow

Zendesk

Job description

Ellucian, the leading provider of higher education technology, is seeking a Help Desk Coordinator to be the primary contact for campus IT support. You will handle ticket intake, resolve issues, and ensure timely service for faculty, staff, and students.

You will maintain the service catalog, train student workers, generate reports, and collaborate with IT teams to improve processes. A 2+ year help desk background and familiarity with Windows/macOS and systems like ServiceNow or Zendesk are