Hybrid IT Help Desk & User Support Specialist

Waubonsee Community College; Sugar Grove (IL); Hybrid; USD 30,000 - 37,000; Full time

Job summary

Waubonsee Community College seeks an IT Customer Service Specialist to support faculty, students and staff with technology needs. This full-time role at the Sugar Grove campus offers a hybrid work option and a 40-hour week.

You will handle TAC requests, collect details, provide first-level technical support, and maintain incident records. The position emphasizes strong communication, troubleshooting skills, and the ability to support a wide range of software and hardware.

Qualifications

• Associate’s degree desired, but combination with experience may be considered.
• Minimum of two years related experience required.
• Ability to troubleshoot common issues related to computers, networks, hardware, and software.
• Ability to lift a minimum of 30 pounds.
• Strong communication and interpersonal skills, including the ability to communicate effectively with people via email, in person, and on the telephone.
• Knowledge of databases and report writing software.

Responsibilities

• Receive and prioritize requests to the Technical Assistance Center (TAC).
• Obtain detailed information from customers regarding the assistance required. Correspond with customers and technicians regarding the status of service requests. Train other Information Technology staff on TAC procedures.
• Provide assistance to end users on new technologies.
• Maintain records related to service requests in the Information Technology Service Management system. Provide first level technical support.
• Assist users with logins and passwords. Assist users with access to various applications. Provide backup and assistance to other areas of IT when needed. Provide support to the Office of the President for Board meetings and other functions as needed. Perform other duties assigned.

Skills

Customer service

Technical support

Troubleshooting

Communication

Education

Associate’s degree

ITIL Foundations Level certification

Tools

None

Job description

Waubonsee Community College seeks an IT Customer Service Specialist to support faculty, students and staff with technology needs. This full-time role at the Sugar Grove campus offers a hybrid work option and a 40-hour week.

You will handle TAC requests, collect details, provide first-level technical support, and maintain incident records. The position emphasizes strong communication, troubleshooting skills, and the ability to support a wide range of software and hardware.