Help Desk Representative

Rowan-Cabarrus Community College; Granite Quarry (NC); On-site; USD 34,000 - 39,000; Full time

Job summary

Rowan-Cabarrus Community College in North Carolina seeks a Help Desk Representative to provide first-line IT support and customer service to students, faculty, staff, and the public. Under supervision, you will troubleshoot technology issues and assist with College services.

The role requires an Associate's degree in IT or related field and at least six months of user-support experience; knowledge of Microsoft Office and Active Directory helpful.

Qualifications

• Associate's degree in information technology or a related field with six months of user-support experience.
• Experience with Microsoft Office and strong written and verbal communication.

Responsibilities

• Provide first-level help desk and technical support to students, faculty, staff, and the public.
• Respond to inquiries about academic programs, courses, certificates, student services, and College procedures.
• Troubleshoot computer and technology issues and escalate complex problems as needed.
• Collect information to dispatch technicians or create help desk tickets.

Skills

Strong communication

Problem solving

Customer service

Microsoft Office

Data security

Education

Associate's degree in information technology or related field

6 months experience providing user support

Tools

Active Directory

Job description

Posting Number: Regular_0091632

Position Title: Help Desk Representative

Classification Title: Administrative Services Assistant

Min Salary: $34,324.18

Max Salary: $39,472.48

Salary Type: Annual

FLSA: NE = Non-Exempt

Position Type: Staff

Position Summary: Under the general supervision of the Customer Service Manager, the Help Desk Representative provides exceptional customer service and technical support to students, faculty, staff, and members of the public. This position serves as a key point of contact for the College, assisting customers with a wide range of inquiries and resolving technology-related issues to ensure a positive and supportive experience.

Essential Duties and Responsibilities

• Deliver high-quality customer service by assisting students, faculty, staff, and community members with questions, concerns, and requests related to College services and resources.
• Provide first-level help desk and technical support, including troubleshooting computer and technology issues, identifying solutions, and escalating complex problems when appropriate.
• Respond to inquiries regarding academic programs, courses, certificates, student services, and College procedures.
• Assist students with navigating processes related to certificate completion, financial aid, veteran benefits, and other student support services.
• Maintain accurate knowledge of College policies, procedures, programs, and resources to ensure consistent and reliable information is provided.
• Collaborate with colleagues across departments to resolve customer issues and improve service delivery.
• Identify opportunities to enhance customer service processes and contribute ideas that improve operational efficiency and the overall student experience.
• Support the College's commitment to student success by fostering a welcoming, inclusive, and customer-focused environment.

This position requires strong communication, problem-solving, and customer service skills, along with the ability to effectively assist individuals from diverse backgrounds in a fast-paced environment.

Required Education/Experience

• Associate's degree in information technology or a related field, and six (6) months of experience providing user support; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

Preferred Education/Experience/Skills

Other Knowledge, Skills and Abilities

Community college work experience, call center or customer facing services experience, strong computer experience including Microsoft Office, strong communication skills, both written and verbal. Preferred experience with Active Directory password resets, data security knowledge.

Department: End User Support

Work Hours: M-Th 7:30am-7:00pm and Fri 8:00am-5:00pm.

Posting Date: 08/05/2026

Closing Date: 08/12/2026

Open Until Filled: No

Duty and Responsibility: Provides help-desk telephone support and on-going troubleshooting assistance to users regarding information technology and/or hardware, software, and/or other related items.

Duty and Responsibility: Provide general information to callers, including faculty, staff, students and the general public.

Duty and Responsibility: Collect information to dispatch appropriate technicians or create help desk tickets in response to trouble calls.

Duty and Responsibility: Other duties as required by the Supervisor, Support and Training Center.