IT Help Desk Support

HigherEdJobs; California; Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Life insurance

Paid time off

Retirement plan

Vision insurance

Employee assistance program

Job summary

HigherEdJobs is seeking an IT Help Desk Support staff to provide Level 1 technical assistance for users across campus and departments. You will handle phone and email inquiries, perform remote diagnostics, guide users through solutions, and document resolutions in logs.

The role emphasizes strong customer service, teamwork, and clear communication as you escalate unresolved issues to higher support levels when needed. In-person work is expected.

Qualifications

• Associate Degree in related discipline is required.
• 3–5 years’ experience in a help desk or related customer support role is preferred.
• Proven experience with IT support fundamentals and customer communication.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on issue details and customer input.
• Walk customers through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and resolutions in logs.
• Follow up and update customer status.
• Relay customer feedback to internal teams.
• Other duties as assigned.

Skills

Customer service

Troubleshooting

English proficiency

Communication

Remote troubleshooting

Education

Associate Degree in related discipline

Relevant certification

Tools

Trouble Ticketing Systems

Monitoring Tools

TCP/IP

MS Exchange

Active Directory

Outlook

Job description

The IT Help Desk Support staff primarily performs Level 1 technical support shown below:

• Level 1 Basic help desk resolution and service desk delivery- Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.

Essential Duties and Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email


• Perform remote troubleshooting through diagnostic techniques and pertinent questions


• Determine the best solution based on the issue and details provided by customers


• Walk the customer through the problem-solving process


• Direct unresolved issues to the next level of support personnel


• Provide accurate information on IT products or services


• Record events and problems and their resolution in logs


• Follow-up and update customer status and information


• Pass on any feedback or suggestions by customers to the appropriate internal team


• And other duties as assigned

Key Success Factors

• Provide excellent customer service to both internal and external customers


• Exceptional team player with passion and dedication

Essential Skills and Experience

• Education: At least an Associate Degree in related discipline and 3 to 5 years’ experience with relevant certification, (preferred) of proven experience as a help desk technician or other customer support role related to the work


• Possess adept knowledge of the following: Trouble Ticketing Systems, Monitoring Tools, Network Protocols, LAN/WAN knowledge, TCP/IP, Internet/Browsers, Spreadsheets – Excel, Access, MS Exchange, Word, Outlook, and Project.


• Ability to diagnose and resolve basic technical issues


• Proficiency in English


• Excellent communication skills

Basic Knowledge:

• Microsoft 365 Tenant and Apps


• Windows OS


• Mac OS


• MAC IOS


• Android OS


• Microsoft Azure


• Windows Server Technology like Server 2008, 2012, 2016


• Endpoint Protection like Trend Micro


• Cyber Security Fundamentals


• Firewall knowledge preferably Fortinet


• Cloud Backup Technologies preferably Druva


• Network Switches


• Network Data Cabling


• Remote Desktop Software like TeamViewer


• Microsoft Active Directory


• Microsoft Exchange Online


• DNS
  
• Point of Sale machines


• VOIP preferably Zoom


• Projectors


• PC Hardware


• Printers and Copy Machines

Equipment Used

• Computers, fax machines, photocopiers, scanners, projectors, and telephone.

Direct Reports

None

Physical and Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical - standing, walking, sitting, handling papers and folders, ordinary talking, hearing and vision, lifting up to 25 pounds.

Mental - alertness, precision, ingenuity, problem solving, analytical, memory, concentration, judgment, writing ability, reasoning, initiative, patience.

Job Type: Full-time

Benefits:

• 401(k)


• Dental insurance


• Employee assistance program


• Health insurance


• Life insurance


• Paid time off


• Retirement plan


• Vision insurance

Work Location: In person