Help Desk Student Employee Coordinator (Help Desk Support II) (CS27-096)

Southern Illinois University Edwardsville; Edwardsville (IL); On-site; USD 21,000 - 30,000; Full time

Job summary

Southern Illinois University Edwardsville seeks a Help Desk Student Employee Coordinator (Help Desk Support II) to lead a student development program while delivering frontline IT support to the campus community. You will mentor students, model professional communication, and guide onboarding and training using metrics and process improvements.

The role emphasizes learning opportunities, teamwork, and delivering high‑quality technology services to SIUE’s community.

Qualifications

• High school diploma or equivalent plus IT-related coursework or experience.
• 3+ years installing, upgrading, and troubleshooting computer hardware and software.
• 3+ years developing support resources (KB articles, trainings, tutorials).
• 3+ years troubleshooting networking and applications.
• Experience with multiple OS (Windows, Mac, UNIX).
• Excellent oral, written and presentation communication.
• Strong project management and independent work skills.

Responsibilities

• Lead the ITS Help Desk Student Professional Development Program.
• Provide front-line technical support to the campus community.
• Assist clients by phone, email, and in person for hardware, software, networking, and ITS services.
• Mentor students, demonstrate problem solving and professional communication.
• Use service metrics, ticket trends, and process improvements to coach students.
• Support student graduation goals with practical experience and career readiness.

Skills

Help Desk

Customer Support

Networking

Troubleshooting

Windows

MacOS

UNIX

Communication

Teamwork

Training & Mentoring

Education

Bachelor's Degree in IT or related field

Job description

Help Desk Student Employee Coordinator (Help Desk Support II) (CS27-096)

To build on a strong foundation of achievement and contribute to the realization of its ambitious institutional goals, Southern Illinois University Edwardsville (SIUE) invites applications for the position of Help Desk Student Employee Coordinator (Help Desk Support II) (CS27-096). As a premier metropolitan university, SIUE is committed to advancing social and economic mobility while shaping the workforce of the future. Grounded in a comprehensive, broad-based education and enriched by hands-on research opportunities, SIUE equips its students with the knowledge and skills needed to succeed in a global marketplace and positively impact their communities.

Why SIUE?

Employing more than 2,400 faculty and staff members, SIUE is one of the largest employers in the Metropolitan St. Louis area. A study by SIUE School of Business faculty shows the University has a $1.3 billion annual economic impact on the region. Each year, the University's presence generates almost 9,000 additional jobs and more than $250 million in labor income for the area.

What You Will Do

• Under the administrative direction of the Manager, this position leads the ITS Help Desk Student Professional Development Program, a structured student employment program that turns day-to-day Help Desk work into a hands-on career development experience.
• The position is embedded in the Help Desk, working alongside student employees while providing front-line technical support to the campus community.
• The position will assist clients by phone, email, and in person with hardware, software, networking, and other ITS services.
• The position mentors students in real time by demonstrating technical problem solving, professional communication, and strong customer service practices.
• The position treats daily support operations as learning opportunities. Using service metrics, ticket trends, AI, and process improvements to coach students through recruitment, on-boarding, training, and skill development.
• The position's goal is to help students graduate with practical technical experience, professional competencies, strong communication skills, and a clear understanding of potential career paths. At the same time, this mentorship model supports the delivery of responsive, effective, and high-quality technology services for the campus community.

FLSA: Non-exempt

Minimum Qualifications:

1. High school diploma or equivalent.
2. Any one or any combination totaling one (1) year (12 months) from the following categories:
   A. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
   30 semester hours equals one (1) year (12 months)
   Associate’s Degree (60 semester hours) equals eighteen months (18 months)
   90 semester hours equals two (2) years (24 months)
   Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   B. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
3. AND
4. Years can be concurrent with above
5. 3+ years experience installing, upgrading, and troubleshooting computer hardware and software
6. 3+ years developing support resources (KB articles, trainings, tutorials, etc.) for prevention, education, and other related client issues
7. 3+ years experience troubleshooting general networking and application issues
8. 3+ years working knowledge of multiple operating systems such as Windows, Mac, UNIX, etc
9. Excellent oral, written and presentation communication skills
10. General business skills such as project management, general training and consulting skills, ability to work independently, interact with clients, and work effectively in a team atmosphere
11. The ability to communicate effectively with other computer support staff as well as the client, especially the ability to communicate complex technical concepts at a level appropriate to the clients level of computer knowledge

Preferred Qualifications:

1. 1) A Bachelor's degree
2. 2) Foundational understanding of how students grow professionally through on-campus employment, including familiarity with competency-based development models, structured mentoring and coaching approaches, and the connection between workplace experience and career readiness. Willingness to develop deeper proficiency through training and professional development if not already established.
3. 3) Experience supervising, training, or mentoring in a workplace setting.

Civil Service Information:

Civil Service Application - FAQs

Illinois Residency Requirement:

Pursuant to the State Universities Civil Service System, out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position.

Illinois residency requires proof of a valid Illinois Driver’s License or state of Illinois ID Card. Failure to produce the required documentation within 180 calendar days is grounds for immediate separation.

Classification:

State Universities Civil Service System Classification Number: 5032 – SUCSS Classification Title. For more information on Civil Service classifications, please visit the State Universities Civil Service System website at: https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Veterans:

Veterans who qualify for preference must provide proof of eligibility within ten (10) working days of submitting an application. The required proof of eligibility includes, at a minimum, a copy of the veteran's DD214/DD215 form (Department of Defense), NGB22 form (National Guard), or Discharge Orders or DD256 Discharge Certificate (Reserves). For help in determining the appropriate proof of eligibility to submit, please refer to the Guide for Veteran Document Verification.

Pre-Employment Screening:

All external candidates who receive a job offer will be required to undergo pre-employment screening for this position. The screening process will encompass a criminal background check and, where applicable, other background checks such as a drug screen, verification of employment and education or licensure/certification, reference checks, and/or checks with relevant government registries. Please note that all job offers are contingent upon successful completion of the required screening process.

Work Authorization Information:

SIUE will only employ those who are legally authorized to work in the United States and visa sponsorship for this position will not be provided. International students at SIUE on F-1 or J-1 visas are not eligible for full-time or part-time civil service positions with permanent status.

Accommodation:

If you are unable to utilize our online application system and need to request an accommodation, please reach out to us at 618-650-2190 or via email at: [e-mail].

EEO Statement

Southern Illinois University Edwardsville is an equal opportunity employer and thus prohibits discrimination against employees, applicants for employment and students on the basis of age, color, disability, marital status, national origin, race, religion, sex, sexual orientation, or veteran’s status.

We value your interest and look forward to reviewing your application. For questions or more information, please email [e-mail].