Campus IT Help Desk Specialist

Jacksonville-University; Jacksonville (FL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Generous paid time off

Tuition benefits for employees and/or?

Free on-campus parking

On-campus amenities

Retirement plan with company match

Job summary

Jacksonville University IT is seeking a Help Desk Specialist to serve as the first point of contact for employees needing technical assistance on campus in Jacksonville, FL. You will resolve hardware, software, account and network issues via phone, email, chat, and in person, while generating and routing tickets and documenting solutions.

The role focuses on fast, friendly fixes, clear documentation, and user satisfaction.

Qualifications

• Technical degree, certificates, or equivalent experience.
• Help Desk experience or IT experience required.
• Associate's or bachelor's degree in IT, CS, or related field preferred.
• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals preferred.
• Must lift up to 40 pounds.

Responsibilities

• Respond to support requests by phone, email, chat and walk-up, and log request in the ticketing system.
• Diagnose and resolve Tier 1 issues with desktops, laptops, mobile devices, printers and peripherals.
• Support user accounts: password resets, MFA enrollment.
• Troubleshoot basic network connectivity, including Wi‑Fi, VPN, and network drive access.
• Escalate complex issues to team members through TDX with complete notes, and follow them through to resolution.
• Write and update knowledge base articles and how‑to guides for users and fellow technicians.
• Meet service‑level targets for response and resolution time, and keep users updated on ticket status.
• Follow security policies: verify identity before account changes, spot and report phishing, and protect sensitive data.

Skills

Customer focus

Problem solving

Communication

Organization

Learning agility

Integrity

Teamwork

Education

Associate's or Bachelor's degree in IT/CS or related field

Technical degree, certificates, or equivalent experience

Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals

Tools

TDX ticketing system

Job description

Jacksonville University IT is seeking a Help Desk Specialist to serve as the first point of contact for employees needing technical assistance on campus in Jacksonville, FL. You will resolve hardware, software, account and network issues via phone, email, chat, and in person, while generating and routing tickets and documenting solutions.

The role focuses on fast, friendly fixes, clear documentation, and user satisfaction.