IT Helpdesk Technician I — Mentoring & Tier I/II Support

Xavier; Cincinnati (OH); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Tuition remission

Paid time off

Job summary

Xavier University is seeking a Service Desk Technician to provide Tier I/II IT support to the campus community. The role includes mentoring student helpdesk staff, responding to tickets via email, phone, walkup and self-service, and contributing to knowledge base documentation.

Hours are 8:00 a.m. to 5:00 p.m. Monday through Friday. Join a mission-driven IT team supporting students in a Jesuit Catholic university environment located in Cincinnati.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field with 1+ year IT support experience; or an Associate’s with 3+ years.
• Proficiency with Windows and Mac OS, printers, peripherals, mobile devices (iOS/Android); Office 365 proficiency.
• Ability to perform basic PC hardware troubleshooting, imaging, and data migration.
• Experience with ITSM/ticketing software, TeamDynamix preferred.
• Excellent customer service and problem-solving, with strong communication skills.
• Ability to work in a team and independently.

Responsibilities

• Provide first level contact, follow-ups, and resolutions to customer issues.
• Ensure accurate incident recording, documentation and prompt ticket closure.
• Escalate tickets to appropriate area when needed.
• Author internal/public knowledge base articles for documentation.
• Perform (re)imaging of PCs, data migration, and minor hardware replacement.
• Interact with vendors to resolve advanced issues.
• Additional duties as assigned.

Skills

Windows/macOS troubleshooting

Office 365

ITSM / ticketing (TeamDynamix)

Customer service

Hardware imaging & data migration

Mobile devices (iOS/Android)

Communication skills

Education

Bachelor’s degree in CS/IT or related field

Associate degree + 3+ years IT support

CompTIA A+ certification

Tools

TeamDynamix

SCCM

Bomgar

Microsoft Teams

Job description

Xavier University is seeking a Service Desk Technician to provide Tier I/II IT support to the campus community. The role includes mentoring student helpdesk staff, responding to tickets via email, phone, walkup and self-service, and contributing to knowledge base documentation.

Hours are 8:00 a.m. to 5:00 p.m. Monday through Friday. Join a mission-driven IT team supporting students in a Jesuit Catholic university environment located in Cincinnati.