IT Service Desk Specialist - Campus Tech Support & Mentoring

Kennesaw State University; Kennesaw (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

Kennesaw State University in Kennesaw, GA, is seeking an IT Service Desk Associate to respond to phone, email, chat, and in-person requests, diagnose and resolve advanced issues, and document work in the ITSM system. The role includes escalating complex problems, mentoring junior staff, assisting with hardware/software installs, and ensuring timely, high-quality support in alignment with campus policies.

Candidates should have a high school diploma and at least two years of technical support or

Qualifications

• High school diploma or equivalent.
• Two (2) years of technical support experience, customer service experience or a combination of the two.
• Undergraduate or advanced degree is preferred.

Responsibilities

• Respond to customer inquiries via phone, email, chat, ITSM, video, or in-person.
• Attempt first-contact resolution using knowledge base and troubleshooting.
• Document troubleshooting steps and categorize inquiries in ITSM system.

Skills

Desktop support

Remote support

Windows

Mac

Office 365

Communication

Teamwork

Education

High school diploma or equivalent

Undergraduate or advanced degree (preferred)

Tools

ITSM

Job description

Kennesaw State University in Kennesaw, GA, is seeking an IT Service Desk Associate to respond to phone, email, chat, and in-person requests, diagnose and resolve advanced issues, and document work in the ITSM system. The role includes escalating complex problems, mentoring junior staff, assisting with hardware/software installs, and ensuring timely, high-quality support in alignment with campus policies.

Candidates should have a high school diploma and at least two years of technical support or