IT Help Desk Associate — Frontline Support & Ticketing

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

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.