Help Desk Specialist

University of Rio Grande-Rio Grande Community College; Rio Grande (OH); On-site; USD 40,000 - 60,000; Full time

Job summary

The University of Rio Grande/Rio Grande Community College is seeking a Help Desk Specialist to deliver first-level IT support for faculty, staff, and students. This full-time, on-site role emphasizes timely service and accurate ticket documentation.

You will diagnose hardware, software, account, and connectivity issues; assist with device provisioning and software updates; and help deploy campus technology while upholding security standards and delivering excellent customer service.

Qualifications

• Associate degree or equivalent combination of education and experience in information technology.
• Basic knowledge of Windows OS, desktop hardware, Microsoft 365, and networking fundamentals.
• Strong communication, troubleshooting, customer service, and organization skills.
• Ability to lift up to 40 pounds and maintain reliable transportation.

Responsibilities

• Serve as first point of contact for users via phone, email, tickets, or in person.
• Document, track, update, and resolve support tickets promptly.
• Diagnose and resolve common hardware, software, printer, account, and connectivity issues.
• Escalate complex problems to appropriate IT staff as needed.
• Install, configure, and support desktops, laptops, mobile devices, printers, and peripherals.
• Assist with software deployment, updates, and routine maintenance.

Skills

Windows OS knowledge

Desktop hardware

Microsoft 365

Network fundamentals

Communication skills

Troubleshooting

Customer service

Organizational skills

Ability to lift 40 lbs

Driver's license

Education

Associate degree in IT/CS or related field

Tools

Active Directory

Microsoft 365 Admin

Ticketing system

Job description

The University of Rio Grande and Rio Grande Community College is seeking qualified candidates for a Help Desk Specialist position. This full-time, on-site, administrative positionprovides first-level technical support for faculty, staff, and students.The position is available immediately.

The Help Desk Specialistserves as the primary point of contact for technology-related issues, resolving common hardware, software, account, and connectivity problems while delivering excellent customer service. The Help Desk Specialist is responsible for documenting support requests, escalating complex issues when necessary, and assisting with the deployment and maintenance of campus technology resources.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Serves as the first point of contact for users seeking technical assistance through phone, email, help desk tickets, and in-person requests.
• Documents, tracks, updates, and resolves support tickets in a timely and professional manner.
• Diagnoses and resolves common hardware, software, printer, account, and network connectivity issues.
• Escalates complex or unresolved issues to appropriate IT staff members.
• Installs, configures, and supports desktop computers, laptops, mobile devices, printers, and peripheral equipment.
• Assists with software deployment, updates, and routine maintenance activities.
• Creates and manages user accounts, password resets, and access requests according to established procedures.
• Sets up and deploys computer equipment for faculty and staff offices, classrooms, labs, and campus events.
• Assists with maintaining accurate hardware and software inventory records.
• Utilizes management tools for asset tracking, imaging, software installation, and endpoint management.
• Performs basic troubleshooting of wired and wireless network connectivity issues.
• Supports classroom technology, instructional podiums, and campus computer labs.
• Documents technical procedures, solutions, and support activities.
• Assists with technology projects, equipment moves, and hardware refresh initiatives.
• Maintains compliance with institutional technology policies, procedures, and security standards.
• Provides courteous and professional customer service to all members of the campus community.
• Performs other duties as assigned by the Director of Information Technology.

MINIMUM QUALIFICATIONS:

• Associate degree in Information Technology, Computer Science, or related field; or equivalent combination of education, technical training, certifications, and experience.
• Basic knowledge of Windows operating systems, desktop hardware, mobile hardware, Microsoft 365 applications, and network fundamentals.
• Strong communication, troubleshooting, customer service, and organizational skills.
• Ability to lift up to 40 pounds.
• Valid driver's license and reliable transportation.

The University of Rio Grande/Rio Grande Community College is America's unique private/public institution of higher education designed to provide learners the opportunity to attain a high-quality, high-value education. Our personalized, learner-centered environment promotes successful lives, careers, and responsible citizenship. The campus of the university and community college is nestled in the rolling hills of southeastern Ohio, and is adjacent to the original Bob Evans Farms and Homestead in Rio Grande.