Campus IT Support Specialist — Quick, Friendly Fixes

Jacksonville University; Jacksonville (FL); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Generous paid time off

Tuition benefits

On-campus parking

Friendly work environment

Campus amenities access

Job summary

Jacksonville University is hiring a Help Desk Specialist to be the first point of contact for employees needing technical help on campus in Jacksonville, FL. You will resolve hardware, software, account and network issues by phone, email, chat and in person.

The role involves generating tickets, providing configuration and training support for standard software, and assisting Faculty/Staff with computer questions. On-site work supports students, faculty and staff with fast, friendly fixes.

Qualifications

• Minimum Education Requirement: Technical degree, certificates, or equivalent experience
• Minimum Work Experience: Help Desk experience, IT experience
• Preferred Education Qualification: Associate's or bachelor's degree in IT, computer science or a related field
• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals / etc

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 in IT/CS or related field

Job description

Jacksonville University is hiring a Help Desk Specialist to be the first point of contact for employees needing technical help on campus in Jacksonville, FL. You will resolve hardware, software, account and network issues by phone, email, chat and in person.

The role involves generating tickets, providing configuration and training support for standard software, and assisting Faculty/Staff with computer questions. On-site work supports students, faculty and staff with fast, friendly fixes.