Help Desk Technician I

La Sierra University; Riverside (CA); On-site; USD 27,000 - 31,000; Full time

Job summary

La Sierra University is seeking an IT Support Specialist to provide frontline technical assistance for faculty, staff, students, classrooms, endpoints, accounts, and Microsoft 365. The role is based on campus in Riverside, CA, with occasional after-hours support as needed.

You will handle ticket intake, troubleshooting, documentation, escalation, and assist with device setup, software installation, and user guidance, while maintaining professional service standards and accurate notes.

Qualifications

• Relevant degree, certification, or equivalent combination of education, training, and experience.
• Strong written, verbal, documentation, and customer-service communication skills.
• Ability to work collaboratively with faculty, staff, students, vendors, and cross-functional teams.

Responsibilities

• Serve as first point of contact for support requests, ticket intake, troubleshooting, documentation, and escalation.
• Assist with device setup, software installation, account support, email support, classroom checks, and user guidance.
• Maintain professional service standards and accurate ticket notes.

Skills

Frontline support

Customer service

Ticket documentation

Troubleshooting

Escalation judgment

Education

Relevant degree or certification

Job description

Job Summary

Provides frontline technical support for faculty, staff, students, classrooms, endpoints, accounts, Microsoft 365, printers, and common technology services.

Duties and Responsibilities

• Serve as first point of contact for support requests, ticket intake, troubleshooting, documentation, and escalation.

• Assist with device setup, software installation, account support, email support, classroom checks, and user guidance.

• Maintain professional service standards and accurate ticket notes.

Knowledge, Skills and Abilities

Qualifications:

Relevant degree, certification, or equivalent combination of education, training, and experience. Strong written, verbal, documentation, and customer-service communication skills. Ability to work collaboratively with faculty, staff, students, vendors, and cross-functional teams. Commitment to confidentiality, data stewardship, security awareness, and institutional service standards.

Education/Experience:

Relevant degree, certification, or equivalent combination of education, training, and experience. Preferred: Higher education technology experience. Experience with Microsoft 365, Teams, SharePoint, OneDrive, endpoint management, cloud services, ticketing, documentation, or project tools. Customer service or technical support experience.

Interpersonal Skills:

Strong written and verbal communication skills; ability to collaborate with faculty, staff, students, vendors, and cross-functional teams.

Commitment to confidentiality, data stewardship, security awareness, and institutional service standards.

Language Ability:

Ability to communicate technical information clearly, maintain accurate documentation, and respond professionally to user questions.

Reasoning Ability:

Ability to troubleshoot, document findings, use sound judgment, and elevate issues appropriately within the assigned role.

Computer Skills:

Technical competencies: Frontline support; Customer service; Ticket documentation; Troubleshooting; Escalation judgment.

Supervisory Responsibilities:

None.

Work Environment:

Office, campus, classroom, and technology service environments. Some evening or weekend support may be required based on operational needs.

Physical Demands:

The physical demands described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires a combination of sitting, standing, and walking while providing technical support throughout the campus. Duties may involve bending, kneeling, crouching, reaching, and working in confined spaces to install, connect, troubleshoot, or maintain computer equipment and peripherals. Regular use of hands and fingers is required to operate computers, tools, and technical equipment. The position may occasionally involve lifting or moving computers, monitors, printers, and related equipment weighing up to 25 pounds. Heavier equipment may require assistance or appropriate lifting devices.

Other Demands:

Works with University stakeholders to support institutional technology services; occasional evening or weekend support may be required based on operational needs.

Wage Range:

$19.84 to $22.50 per hour