IT Helpdesk Specialist — User Tech Support Pro

Southern University System; Sterlington (LA); On-site; USD 41,000 - 50,000; Full time

Job summary

Southern University System is seeking a Helpdesk Technician in Louisiana to provide frontline technical support for faculty, staff, and students. You will diagnose and resolve routine hardware, software, and account issues and escalate complex problems to IT staff as needed.

The role emphasizes customer service, clear guidance, and documentation of issues, with responsibilities across Windows and Mac devices, office productivity suites, and learning platforms.

Qualifications

• High school diploma or GED.
• Minimum of two (2) years of experience providing technical support and troubleshooting computer hardware, software, systems, and related technology issues.
• Associate degree in Information Technology, Computer Science, Computer Information Systems, or a closely related field.
• Experience providing helpdesk or technical support in a higher education or similar professional environment.
• Experience supporting Windows-based computers and basic Mac operating systems.
• Experience with Microsoft Office products, Adobe products, content management systems, and learning management systems.
• Working knowledge of TCP/IP networking and network troubleshooting.

Responsibilities

• Provide technical support and troubleshooting assistance to faculty, staff, and students for computer hardware, software, mobile devices, telecommunications, and other technology products and services
• Receive, evaluate, document, and respond to technical support requests submitted by telephone, email, in person, or through established helpdesk systems
• Diagnose and resolve hardware, software, operating system, application, connectivity, and basic network-related issues on Windows-based computers and Mac devices
• Install, configure, maintain, and troubleshoot commonly used software applications, including Microsoft Office products, Adobe products, content management systems, and learning management systems
• Perform basic user and computer account management functions, including unlocking user accounts, resetting access when appropriate, and re-enabling computer accounts
• Troubleshoot TCP/IP connectivity and other basic network-related issues and elevate complex problems to the appropriate IT support personnel
• Provide clear technical instructions and guidance to users with varying levels of technological proficiency
• Develop and maintain basic technology-based instructional materials, user guides, documentation, and training resources
• Collaborate with IT staff, leadership, and other technical personnel to identify, troubleshoot, and resolve technology-related issues in a timely manner
• Maintain accurate documentation of technical issues, resolutions, service requests, and recurring problems in accordance with departmental procedures.
• Perform other related duties as assigned.

Education

High school diploma or GED

Associate degree in Information Technology

Job description

Southern University System is seeking a Helpdesk Technician in Louisiana to provide frontline technical support for faculty, staff, and students. You will diagnose and resolve routine hardware, software, and account issues and escalate complex problems to IT staff as needed.

The role emphasizes customer service, clear guidance, and documentation of issues, with responsibilities across Windows and Mac devices, office productivity suites, and learning platforms.