On-Campus IT Help Desk Specialist

Lehigh University; Bethlehem (Northampton County); On-site; USD 45,000 - 54,000; Full time

Job summary

Lehigh University’s Information Technology Services is seeking a customer-focused Help Desk Technician to be the frontline support for students, faculty, and staff on campus in Bethlehem, PA. The role emphasizes diagnosing and resolving a wide range of technical issues with careful, user-friendly communication.

You'll operate across phone, email, chat, and in-person channels, maintaining thorough documentation, and collaborating with teams to improve services.

Qualifications

• Experience in a customer-facing technical support or Help Desk environment.
• Solid troubleshooting ability across operating systems, applications, and network connectivity issues.
• Clear written and verbal communication skills, translating technical language for non-technical users.
• Ability to work weekends and evenings as assigned.
• High School Diploma or GED; Bachelor's Degree preferred.

Responsibilities

• Serve as the first point of contact for technology support across phone, email, chat, text, in-person, and remote connections.
• Troubleshoot and resolve a broad range of technical issues to minimize downtime.
• Route unresolved cases to appropriate teams with clear handover notes.
• Document interactions and resolutions in the ticketing system for knowledge sharing.
• Support onboarding for new users on university systems and resources.
• Contribute to Help Desk projects and knowledge base development.
• Assist with queue management and peak-period coverage.

Skills

Customer-facing support

Troubleshooting

Communication

Documentation

Multi-channel support

Education

High School Diploma or GED

Bachelor's Degree preferred

Tools

Ticketing system

Windows OS

Networking basics

Job description

Lehigh University’s Information Technology Services is seeking a customer-focused Help Desk Technician to be the frontline support for students, faculty, and staff on campus in Bethlehem, PA. The role emphasizes diagnosing and resolving a wide range of technical issues with careful, user-friendly communication.

You'll operate across phone, email, chat, and in-person channels, maintaining thorough documentation, and collaborating with teams to improve services.