Frontline IT Help Desk Technician

HigherEdJobs; California; On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Life insurance

Paid time off

Retirement plan

Vision insurance

Employee assistance program

Job summary

HigherEdJobs is seeking an IT Help Desk Support staff to provide Level 1 technical assistance for users across campus and departments. You will handle phone and email inquiries, perform remote diagnostics, guide users through solutions, and document resolutions in logs.

The role emphasizes strong customer service, teamwork, and clear communication as you escalate unresolved issues to higher support levels when needed. In-person work is expected.

Qualifications

• Associate Degree in related discipline is required.
• 3–5 years’ experience in a help desk or related customer support role is preferred.
• Proven experience with IT support fundamentals and customer communication.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on issue details and customer input.
• Walk customers through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and resolutions in logs.
• Follow up and update customer status.
• Relay customer feedback to internal teams.
• Other duties as assigned.

Skills

Customer service

Troubleshooting

English proficiency

Communication

Remote troubleshooting

Education

Associate Degree in related discipline

Relevant certification

Tools

Trouble Ticketing Systems

Monitoring Tools

TCP/IP

MS Exchange

Active Directory

Outlook

Job description

HigherEdJobs is seeking an IT Help Desk Support staff to provide Level 1 technical assistance for users across campus and departments. You will handle phone and email inquiries, perform remote diagnostics, guide users through solutions, and document resolutions in logs.

The role emphasizes strong customer service, teamwork, and clear communication as you escalate unresolved issues to higher support levels when needed. In-person work is expected.