IDP Technology HelpDesk Specialist

WICHITA STATE UNIVERSITY; Wichita, Northern (KS, KY); Hybrid; USD 40,000 - 56,000; Full time

Job summary

Join the IDP Information Technology Center at Wichita State University and help empower students and staff with reliable, high‑quality technology support. In this hands‑on role, you’ll be the go‑to problem solver for end‑user devices, ensuring our campus community stays productive and connected.

If you’re passionate about troubleshooting, enjoy helping others, and are ready to grow your IT career in a dynamic environment, we’d love to meet you.

Qualifications

• High school diploma or equivalent.
• Two (2) years of experience in a professional technical support environment; coursework can substitute for experience.
• Experience with end-user computing hardware and standard productivity software.

Responsibilities

• Respond to and diagnose end-user problems through discussion with users.
• Diagnose and resolve hardware and software issues for staff and students.
• Escalate complex problems to desktop support staff when needed.
• Support best practices, processes, and IT policy alignment for client services.
• Maintain efficient time management in a fast-paced support environment.

Skills

End-user support

Troubleshooting

Clear communication

Time management

Team collaboration

Hardware knowledge

Windows/macOS proficiency

Education

High school diploma or equivalent

Tools

Windows

macOS

Mobile OS

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 access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a “U.S. Citizen”.

Job Detail

Join the IDP Information Technology Center at Wichita State University and help empower students and staff with reliable, high‑quality technology support. In this hands‑on role, you’ll be the go‑to problem solver for end‑user devices, ensuring our campus community stays productive and connected. If you’re passionate about troubleshooting, enjoy helping others, and are ready to grow your IT career in a dynamic environment, we’d love to meet you.

Job Summary

Provides direction for activities related to individual end‑user computing productivity for staff and students, including specifying, procurement, asset tracking, securing and disposal at end of life of portable and desktop devices. Responsible support of end‑user computing software applications and operating systems.

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. Refers problems that require higher level of expertise and/or in‑person service to desktop support staff. Alerts appropriate staff to issues that have potential to disrupt network functions. Assists in defining and developing best practices, processes, and policy for client services to ensure alignment with company strategies and goals. Other duties as assigned.

Required Education and Experience:

• 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 (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, and basic mobile OS environments.
Knowledge of standard productivity software and end‑user applications.
Knowledge of troubleshooting methodologies for technical support environments.
Knowledge of organizational best practices and IT policies related to client services.
Skill in diagnosing and resolving routine technical issues for hardware and software.
Skill in communicating clearly with end users to gather information and explain solutions.
Skill in prioritizing and escalating issues appropriately.
Ability to work both independently and collaboratively with desktop support staff.
Ability to remain attentive to issues that could impact broader network or system functionality.
Ability to manage time and tasks efficiently in a fast‑paced support environment.

Physical Requirements:

Ability to operate a computer and other office equipment including but not limited to phone, printers, copiers, and calculators. Ability to communicate with others and accurately exchange information. Ability to remain in a stationary position. Ability to interpret effectively, accurately and impartially, both receptively and expressively.