Help Desk Support Assistant

The Chronicle Of Higher Education, Inc.; Hickory (NC); On-site; USD 38,000 - 52,000; Full time

Job summary

Lenoir-Rhyne University in Hickory, NC is seeking a Help Desk I Support Assistant to be the first point of contact for the university’s IT department. You will answer calls, staff the IT Service Lobby, assist with password resets and basic account issues, create and manage support tickets, and route requests to IT staff.

Ideal candidates have IT office experience, excellent customer service, basic computer skills, and the ability to multitask while remaining professional in a busy environment.

Qualifications

• Experience working in an IT office or help desk environment.
• Excellent customer service and communication skills.
• Basic computer proficiency including Microsoft Office applications and web-based tools.
• Ability to multitask while maintaining professionalism.

Responsibilities

• Answer incoming calls to the IT Help Desk professionally and courteous.
• Staff the IT Service Lobby and provide customer service.
• Assist with password resets and account unlocks.
• Create, update and manage support tickets in the IT ticketing system.
• Gather information and route tickets to the appropriate IT technician.
• Monitor the Help Desk queue and communicate updates to customers.
• Coordinate equipment pickups and returns and basic inventory tracking.
• Maintain a clean, organized IT Service Lobby.
• Perform other administrative duties as assigned.

Skills

Customer service

Communication

Multitasking

MS Office

Tools

Ticketing system

Job description

Location

Location : Hickory, North Carolina

Position Summary

The Help Desk I Support Assistant serves as the first point ofcontact for the university's IT department. This position answersincoming calls, staffs the IT Service Lobby, assists with passwordresets and basic account issues, creates support tickets, androutes requests to the appropriate IT staff.

Lenoir-Rhyne University is committed to cultivating an equitableand inclusive environment where students, faculty, and staffexperience a strong sense of belonging. The Help Desk I SupportAssistant is expected to work effectively with individuals fromdiverse backgrounds and experiences.

Essential Duties and Responsibilities

• Answer incoming calls to the IT Help Desk professionally andcourteously.
• Staff the IT Service Lobby and provide exceptional customerservice.
• Assist faculty, staff and students with password resets andaccount unlocks.
• Create, update and manage support tickets in the IT ticketingsystem.
• Gather information and route tickets to the appropriate ITtechnician.
• Monitor the Help Desk queue and communicate updates tocustomers.
• Coordinate computer pickups, equipment returns and basicinventory tracking.
• Maintain a clean, organized and welcoming IT ServiceLobby.
• Perform other administrative and customer service duties asassigned.

Required Qualifications

• Experience working in an IT office.
• Excellent customer service and communication skills.
• Basic computer proficiency, including Microsoft Officeapplications and web-based tools.
• Ability to multitask while maintaining professionalism.

Preferred Qualifications

• Previous customer service or front desk experience.
• Experience with a help desk or ticketing system.

Physical Requirements:

• Prolonged periods of sitting and working at a computer andstandard office equipment.
• Occasional lifting of equipment up to 50 pounds.

Work Schedule

• Standard work hours are Monday through Friday, 10 a.m. to 7p.m.
• Occasional extended hours may be required.

Behavioral Expectations

• Maintain high ethical standards, integrity, and confidentialityin all aspects of the position.
• Contribute to a professional, respectful, diverse, equitable,and inclusive work environment.
• Treat all individuals with dignity, respect, andprofessionalism.
• Comply with all university policies, procedures, and applicablefederal, state, and local laws and regulations.

The requirements outlined in this position description indicate theminimum knowledge, skills and abilities necessary to perform thejob competently. Role descriptions are an overview of the duties,responsibilities and requirements of the position and are not intended to be construed as an exhaustive list of the position. Employees may be required to perform other job-related assignmentsas requested and acquire new skills and responsibilities. Lenoir-Rhyne University reserves the right to modify, add, remove, or waive the position's responsibilities, duties, and skills required.

The university’s mission, vision, and values statements may be reviewed using AboutLR .

Lenoir-Rhyne University promotes a welcoming campus environment that is integral to the university's commitment to excellence inengagement and education. We are particularly interested incandidates who have demonstrated experience nurturing a welcomingcommunity, working with faculty, staff, and/or students from allwalks of life and/or incorporating varied perspectives andtraditions in their current or previous positions. This commitmentis rooted in our Lutheran tradition of fostering wisdom, nurturingvocation and preparing students for lives of purpose while servingthe common good.

About Lenoir-Rhyne University

Lenoir-Rhyne University is a co-educational, private, comprehensive institution founded in 1891, with its traditional campus located inHickory, North Carolina, a city of more than 40,000. The universityhas additional graduate centers in Asheville, N.C., and Columbia,S.C. Situated in the foothills of the Blue Ridge Mountains, Lenoir-Rhyne is less than an hour’s drive from Charlotte, and theHickory-Lenoir-Morganton Metropolitan Statistical Area has a population of about 365,000. The university now offers more than 45undergraduate and 20 graduate degree programs to approximately2,400 students. Lenoir-Rhyne University seeks to liberate mind andspirit, clarify personal faith, foster physical wholeness, buildcommunity, and promote responsible leadership for service to theworld. Affiliated with the Evangelical Lutheran Church in America(ELCA), Lenoir-Rhyne is open to people from all religious andnon-religious backgrounds.

Non-Discrimination and Equal Opportunity Policy

Lenoir-Rhyne University is committed to providing a workplace andeducational environment, as well as other benefits, programs, andactivities that are free from discrimination, harassment andretaliation.

LR is committed to creating a safe campus environment for allmembers of the LR community, including, but not limited to, thosewho identify as transgender and gender non-conforming. To that end,LR does not discriminate on the basis of race, religion, color, sex(including sex stereotypes and sex characteristics), ethnicity,national origin, physical or mental disability, age, maritalstatus, pregnancy or related conditions, sexual orientation, genderidentity, gender expression, veteran or military status or anyother characteristic or status protected by applicable law.

To ensure compliance with federal and state civil rights laws andregulations and to affirm its commitment to promoting the goals offairness and equity in all aspects of the educational program, activity and employment, LR has developed internal policies andprocedures that provide a prompt, fair and impartial process forthose involved in an allegation of discrimination or harassment,and for allegations of retaliation.

LR values and upholds the equal dignity of all members of itscommunity and strives to balance the rights of the parties in thegrievance process during what is often a difficult time for allthose involved.

Visa sponsorship is not available for this position.

Lenoir-Rhyne University promotes a welcoming campus environment that is integral to the university's commitment to excellence inengagement and education. We are particularly interested incandidates who have demonstrated experience nurturing a welcomingcommunity, working with faculty, staff, and/or students from allwalks of life and/or incorporating varied perspectives andtraditions in their current or previous positions. This commitmentis rooted in our Lutheran tradition of fostering wisdom, nurturingvocation, and preparing students for lives of purpose while servingthe common good.