Frontline IT Support for Students (Tier 1)

Westcliff University; Irvine (CA); On-site; USD 54,000 - 75,000; Full time

Job summary

Westcliff University seeks an IT Service Desk Specialist to provide first-line technical support for students, faculty, and staff. You will handle password resets, basic access issues, and collect detailed ticket information.

Responsibilities include ticket triage, remote support, and basic support for Google Workspace, Okta, Zoom, and Windows—escalating when needed, while maintaining security and user-friendly service.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 1-3 years of professional IT support experience.
• Experience troubleshooting Windows computers, software, and common user issues.
• Experience supporting cloud-based applications and user accounts.
• Familiarity with Google Workspace and/or Microsoft 365.
• Basic familiarity with identity and access management concepts such as SSO and MFA.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal English communication skills.
• Strong customer service and interpersonal skills.
• Ability to manage multiple tickets and priorities while maintaining attention to detail.
• Ability to work effectively in an on-site team environment.

Responsibilities

• Serve as the first point of contact for IT support requests from students, faculty, and staff.
• Monitor, manage, prioritize, and resolve assigned tickets in the TeamDynamix ticketing system.
• Provide professional and timely technical support through ticketing, email, phone, chat, and remote support tools as applicable.
• Troubleshoot common hardware, software, browser, application, printer, and connectivity issues.
• Provide basic support for Google Workspace, including Gmail, Google Drive, Calendar, Docs, and related services.
• Assist users with Google account password resets, account recovery, and basic access issues.
• Provide first-level support for Okta, including login, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and basic account access issues.
• Provide basic Zoom support, including user access, meeting-related issues, and common configuration or troubleshooting requests.
• Assist students with basic access and technical questions related to GAP courses and associated systems.
• Support users with Windows computers and common desktop applications.
• Verify user identity and follow established security procedures before performing password resets or account changes.
• Document troubleshooting steps, communications, and resolutions clearly within the ticketing system.
• Escalate issues that cannot be resolved at Tier 1 to the appropriate IT team with complete and accurate documentation.
• Follow established IT policies, procedures, security practices, and service standards.
• Maintain a high level of customer service and communicate technical information clearly to non-technical users.
• Identify recurring issues and contribute to knowledge base articles, FAQs, and support documentation.
• Participate in training and ongoing development to maintain familiarity with university systems and technologies.

Skills

Customer service

Problem solving

Multi-ticket management

Teamwork

On-site collaboration

Education

Bachelor's degree in IT or related field

Tools

TeamDynamix

ServiceNow

Jira Service Management

Zendesk

Freshservice

Google Workspace

Microsoft 365

Okta

Zoom

Windows 10/11

Job description

Westcliff University seeks an IT Service Desk Specialist to provide first-line technical support for students, faculty, and staff. You will handle password resets, basic access issues, and collect detailed ticket information.

Responsibilities include ticket triage, remote support, and basic support for Google Workspace, Okta, Zoom, and Windows—escalating when needed, while maintaining security and user-friendly service.