Help Desk Specialist

Stark-State-College-of-Technolog; Lake Cable (OH); On-site; USD 38,000 - 50,000; Full time

Benefits offered by this job

Medical coverage

Pension/OPERS/STRS

Tuition reimbursement

Paid time off & holidays

Life insurance

Job summary

Stark State College is seeking a motivated, technology-focused Help Desk Services Specialist to provide Level I support for students, faculty, and staff. You will troubleshoot account, software, email, portal, and system issues while delivering exceptional customer service via in-person, phone, and online channels.

The role involves supporting Banner/Self Service Banner, Outlook, Gmail, and Reftab, evaluating complex problems, creating user resources, and assisting with ticketing system

Qualifications

• Associate degree in Information Technology or related field preferred; or a high school diploma/equivalent with two years IT experience.
• Minimum one year of professional experience supporting communication software, internet applications, web browsers, and email platforms such as Outlook Web Access or Gmail.
• Experience providing technical support, troubleshooting user issues, and assisting with technology-related problems.

Responsibilities

• Provide Level I technical support and troubleshooting assistance to students, faculty, and staff through in-person, phone, and online channels.
• Resolve account access issues, password resets, software questions, email concerns, and portal-related technology issues.
• Assist users with College systems including Banner, Self Service Banner, Outlook, Gmail, Reftab, and other administrative and academic technology platforms.
• Evaluate, document, and escalate complex technical issues to Level II support.
• Create and maintain user support resources, including guides, manuals, videos, and online troubleshooting materials.
• Support the operation of the Help Desk ticketing system and assist with tracking, managing, and resolving service requests.
• Provide guidance and support to Help Desk Student Assistants while promoting excellent customer service practices.

Skills

Troubleshooting

Customer service

Communication skills

Outlook/Gmail support

Education

Associate degree in IT or related field

High school diploma with 2 years IT experience

Tools

Banner

Self Service Banner

Outlook

Gmail

Reftab

Job description

Stark State College is seeking a motivated, technology-focused, and service-oriented Help Desk Services Specialist to provide Level I technical support and troubleshooting assistance to students, faculty, and staff. The successful candidate will serve as a key resource for resolving account, software, email, portal, and system-related issues while delivering exceptional customer service through in-person, phone, and online support. Through strong problem-solving skills and collaboration with IT teams, this individual will help ensure a reliable and supportive technology experience for the Stark State community.

Typical Hours/Days of Work

This hourly position can be expected to work Monday through Thursday 9:30 AM to 6:45 PM and Saturday 8 AM to 1 PM.

Location

Main Campus (North Canton)

Pay

$38,186 - $49,643 annually ($18.36 to $23.87 an hour), commensurate on experience.

Who We Are

The positive energy at Stark State College comes from exceptionally dedicated employees who work hard for students. Success for both our employees and our students is the result.

You'll be a Great Fit if

If you thrive in a fast-paced technology environment, enjoy solving problems, and have a strong commitment to customer service, you’ll fit right in. Strong troubleshooting skills, clear communication, and the ability to support students, faculty, and staff across a variety of systems will help you excel in this role.

Typical Duties May Include

• Provide Level I technical support and troubleshooting assistance to students, faculty, and staff through in-person, phone, and online support channels.
• Resolve account access issues, password resets, software application questions, email concerns, and portal-related technology issues.
• Assist users with College systems including Banner, Self Service Banner, Outlook, Gmail, Reftab, and other administrative and academic technology platforms.
• Evaluate, document, and elevate complex technical issues to appropriate IT teams for Level II support.
• Create and maintain user support resources, including help guides, manuals, videos, and online troubleshooting materials.
• Support the operation of the Help Desk ticketing system and assist with tracking, managing, and resolving service requests.
• Provide guidance and support to Help Desk Student Assistants while promoting excellent customer service practices.

To be Considered You'll Need

• Associate degree in Information Technology or a related field preferred. In lieu of an associate degree, a high school diploma or equivalent with a minimum of two years of IT-related experience will be considered.
• Minimum of one year of professional experience supporting communication software, internet applications, web browsers, and email platforms such as Outlook Web Access or Gmail.
• Experience providing technical support, troubleshooting user issues, and assisting with technology-related problems.

Benefits

• Full-time employees can expectexcellent medical, dental & vision coverage
• paid life and AD&D insurance
• state pension/retirement (OPERS/STRS)
• paid time off, sick leave and paid holidays
• paid Stark State tuition, tuition reimbursement and employee assistance program

The work you do at Stark State will matter to the thousands of students who walk through our doors, and eventually across the commencement stage, on their journey to a better tomorrow. Come join us and learn how your aspirations can be part of a better future for them – and you.