IDP Technology HelpDesk Specialist

The Chronicle Of Higher Education, Inc.; Wichita (KS); On-site; USD 45,000 - 60,000; Full time

Job summary

Join the IDP Information Technology Center at Wichita State University to empower students and staff with reliable technology support on campus. You will be the go-to problem solver for end-user devices and software, ensuring a productive campus environment.

We seek individuals who enjoy troubleshooting, helping others, and growing their IT careers in a dynamic campus setting. On-site work with a standard Mon-Fri schedule is expected.

Qualifications

• High school diploma or equivalent.
• Two (2) years of experience in a professional technical support environment; every 30 hours of college coursework can be substituted for one year of experience.
• Knowledge of end-user computing hardware, including desktops, laptops, and peripherals.
• Knowledge of common operating systems (Windows, macOS, mobile OS environments).
• Knowledge of standard productivity software and end-user applications.

Responsibilities

• Responds to and diagnoses problems through discussions with users, including problem recognition, research, isolation and resolution.
• Solves less complex equipment and application issues and refers problems requiring higher expertise to desktop support staff.
• Alerts appropriate staff to issues that could disrupt network functions and helps develop best practices and policies for client services.

Education

High school diploma or equivalent

Job description

Department: IDP Information Technology Center

Campus Location: Wichita, KS - WSU Main Campus

Hire Type: Full Time

Pay: Commensurate with experience

Work Schedule: Typically, Monday - Friday 8:00 am - 5:00 pm;work is performed on-site and in person.

Export Compliance Requirement: This position requires accessto EAR or ITAR controlled technologies. Applicants are required tobe eligible for employment under U.S. export control laws and mustmeet the requirement of being a “U.S. Citizen”.

Job Detail

Join the IDP Information Technology Center at Wichita StateUniversity and help empower students and staff with reliable,high‑quality technology support. In this hands‑on role, you’ll bethe go‑to problem solver for end‑user devices, ensuring our campuscommunity stays productive and connected. If you’re passionateabout troubleshooting, enjoy helping others, and are ready to growyour IT career in a dynamic environment, we’d love to meetyou.

Job Summary

Provides direction for activities related to individual end-usercomputing productivity for staff and students, includingspecifying, procurement, asset tracking, securing and disposal atend of life of portable and desktop devices. Responsible support ofend-user computing software applications and operatingsystems.

Essential Functions

Responds to and diagnoses problems through discussions with users,including problem recognition, research, isolation and resolution. Solves less complex equipment and application issues. Refersproblems that require higher level of expertise and/or in-personservice to desktop support staff. Alerts appropriate staff toissues that have potential to disrupt network functions. Assists indefining and developing best practices, processes, and policy forclient services to ensure alignment with company strategies andgoals. Other duties as assigned.

Required Education and Experience

• High school diploma or equivalent
• Two (2) years of experience in a professional technical supportenvironment. Every 30 hours of college coursework can besubstituted for one (1) year of experience.

Knowledge, Skills and Abilities

• Knowledge of end‑user computing hardware, including desktops,laptops, and peripherals.
• Knowledge of common operating systems, such as Windows, macOS, andbasic mobile OS environments.
• Knowledge of standard productivity software and end‑userapplications.
• Knowledge of troubleshooting methodologies for technical supportenvironments.
• Knowledge of organizational best practices and IT policies relatedto client services.
• Skill in diagnosing and resolving routine technical issues forhardware and software.
• Skill in communicating clearly with end users to gather informationand explain solutions.
• Skill in prioritizing and escalating issues appropriately.
• Ability to work both independently and collaboratively with desktopsupport staff.
• Ability to remain attentive to issues that could impact broadernetwork or system functionality.
• Ability to manage time and tasks efficiently in a fast‑pacedsupport environment.

Physical Requirements

Ability to operate a computer and other office equipment includingbut not limited to phone, printers, copiers, and calculators.Ability to communicate with others and accurately exchangeinformation. Ability to remain in a stationary position. Ability tointerpret effectively, accurately and impartially, both receptivelyand expressively.