Service Desk Technician I

XU01 Xavier University; Cincinnati (OH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Comprehensive benefits

Tuition remission

Paid time off

Retirement plan

Job summary

Xavier University is seeking a Service Desk Technician to join the Information Technologies division. You will provide Tier I/II support to the campus community, respond to requests via email, phone, walkup and self-service, and mentor student helpdesk technicians.

The role supports a mission-driven campus culture in Cincinnati, with hours 8:00 a.m. to 5:00 p.m., Monday–Friday, and opportunities to shape IT services in a collaborative, student-focused environment.

Qualifications

• Bachelor’s degree in CS/IT with 1+ year IT support experience; or Associate’s degree with 3+ years.
• Proficiency with Windows and Mac, printers, mobile devices, and Office 365.
• Ability to perform basic PC hardware troubleshooting, imaging, and data migration.
• Experience with ITSM/ticketing software (TeamDynamix preferred).
• Excellent customer service and problem-solving skills.
• Excellent oral/written communication; ability to work in a team or independently.

Responsibilities

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

Skills

Customer service

Problem solving

Communication

Teamwork

Independent work

Education

Bachelor’s degree in CS/IT

Associate’s degree

Tools

Office 365

Windows troubleshooting

Mac troubleshooting

TeamDynamix

SCCM

Job description

Xavier currently seeks to hire a Service Desk Technician. The Service Desk Technician works within the Information Technologies division to provide consistent, quality Tier I/II technical support to the Xavier campus community. This includes responding effectively to myriad technical issues and requests made to the Service Desk via email, phone, walkup and self-service. This position also provides mentoring to Xavier’s student helpdesk technicians. The hours for this position are 8:00 a.m. to 5:00 p.m. Monday through Friday. Xavier University is seeking a dedicated and mission-driven Service Desk Technician to join our IT team. This role presents an exciting opportunity for an individual who thrives in a collaborative, student-focused environment and is passionate about contributing to work that makes a meaningful impact.

At Xavier, our mission is to educate the whole person—intellectually, morally, and spiritually—in the Jesuit tradition. The Service Desk Technician plays a vital part in advancing this mission by working within the Information Technologies division to provide consistent, quality Tier I/II technical support to the Xavier campus community. This includes responding effectively to myriad technical issues and requests made to the Service Desk via email, phone, walkup and self-service. This position also provides mentoring to Xavier’s student helpdesk technicians. The successful candidate will have the opportunity to shape initiatives, strengthen campus services, and help create a community where all members can learn, grow, and succeed.

JOB RESPONSIBILITIES:

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

JOB REQUIREMENTS:

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

PREFERRED QUALIFICATIONS:

• Experience in a higher education environment.
• Experience providing remote support (SCCM, Bomgar, Teams etc.)
• CompTIA A+ certification.

Review of applications will start on August 3, 2026 and will be accepted until the position closes at the University’s discretion.

Candidates selected for the final stages of the interview process will be asked to provide the names and contact information of three professional references.

Benefits - applies only to full-time positions:

• Xavier University offers a wide array of complementary and affordable benefit options to meet the financial, educational, health, and wellness needs of you and your family.
• Eligibility varies by position and employment class: Comprehensive insurance plans including medical, dental, vision and prescription coverage.
• Tax advantaged accounts including health savings accounts, flexible spending accounts, and dependent care account.
• Financial security via life and long-term disability insurance, accident and illness insurance, and retirement savings plans.
• Generous paid time off work options including vacation, sick leave and holidays.
• Tuition remission for employees and their eligible dependents.

Our campus is located in the vibrant and thriving city of Cincinnati, which has an array of neighborhoods and activities to suit many interests.

Thank you for your interest in joining our university community.

At Xavier University, we are more than an academic institution — we are a mission-driven community grounded in the Ignatian tradition.

We believe in the power of collaboration, and we cultivate an environment where every voice is valued and diverse perspectives enrich our shared work. Our faculty, staff, and students form a vibrant, inclusive community united by a commitment to excellence, compassion, and a greater good.

Our values of reflection, service, and the pursuit of justice inspire everything we do, from our teaching and research to the way we treat one another. Guided by our mission and values, we welcome and support members from diverse backgrounds and life experiences. We unreservedly commit to open and free inquiry, deliberately seek out multiple perspectives, and create a campus where everyone feels a sense of belonging.

Whether you're applying for your first role in higher education or bringing years of experience, we invite you to explore how your journey might align with ours.