IT Helpdesk Technician I - Frontline Support

Ashland University Correctional Education; Ashland (OH); On-site; USD 38,000 - 48,000; Full time

Job summary

Ashland University is seeking a Client Support Technician I to provide frontline IT support for faculty, staff and students. You’ll diagnose hardware and software issues, assist with Windows and macOS, and support Microsoft 365 and classroom technology.

Strong customer service and clear communication are essential in this role. Responsibilities include triaging tickets, configuring devices, supporting audiovisual equipment, and maintaining documentation.

Qualifications

• Associate degree in Information Technology or related field.
• 0–2 years of customer service or desk support experience.
• Basic knowledge of Windows and macOS.
• Familiarity with Microsoft 365 applications.
• Willing to complete department training within 6 months.

Responsibilities

• Provide Tier 1 and basic Tier 2 technical support for university users.
• Install, configure, troubleshoot, and maintain desktops, printers, and mobile devices.
• Assist faculty, staff, and students with in-person, remote, and ticket-based support.
• Create, update, and manage service tickets in the ticketing system.
• Escalate complex issues and assist with inventory management.
• Support classroom technology and audiovisual equipment as needed.
• Document troubleshooting steps and maintain knowledge base articles.
• Maintain good customer service as the primary IT contact.

Skills

Customer service

Communication

Documentation

Time management

Teamwork

Education

Associate degree in Information Technology

Bachelor's degree in IT (preferred)

Tools

Microsoft 365

Intune

JAMF

TeamViewer

Jira

Job description

Ashland University is seeking a Client Support Technician I to provide frontline IT support for faculty, staff and students. You’ll diagnose hardware and software issues, assist with Windows and macOS, and support Microsoft 365 and classroom technology.

Strong customer service and clear communication are essential in this role. Responsibilities include triaging tickets, configuring devices, supporting audiovisual equipment, and maintaining documentation.