Service Desk Technician I

The Chronicle Of Higher Education, Inc.; Cincinnati (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Xavier University is seeking a Service Desk Technician to provide Tier I/II technical support to the campus community through the Information Technologies division. You will respond to issues via email, phone, walkup and self-service, and mentor Xavier’s student help desk technicians.

The role emphasizes collaboration in a student-focused environment and contributes to initiatives that strengthen campus IT services. Hours are 8:00 a.m. to 5:00 p.m. Monday through Friday.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or an Associate’s degree with 3+ years IT support experience.
• Proficiency with Windows and Mac OS, printers, peripherals, and mobile devices.
• Experience with Office 365 and basic PC hardware troubleshooting.
• Experience with ITSM/ticketing software, TeamDynamix preferred.
• Excellent customer service, communication, and problem-solving 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 closure of tickets.
• Escalate tickets to appropriate area or unit as warranted.
• Author internal/public knowledge base articles.
• Perform imaging of PCs, data migration, and minor hardware replacement.
• Interact with vendors to resolve advanced issues.
• Additional duties as assigned.

Skills

Customer service

Problem solving

Communication

Education

Bachelor’s degree in Computer Science or related

Associate’s degree with 3+ years of IT support experience

Tools

TeamDynamix

SCCM

Bomgar

Teamsetc.

Job description

Current Xavier University employees must apply to the internalcareer site by logging into Workday

Service Desk Technician I

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 help desk 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 help desk 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 preferred.
• 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, Teamsetc.)
• CompTIA A+ certification.

To ensure consideration, interested applicants must submit a coverletter and resume on Xavier University's website. 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.

Xavier University is part of the 500-year-old Jesuit Catholic tradition of academic excellence in the liberal arts. 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 as sense of belonging. Our campus is located in the vibrant and thriving city of Cincinnati, which has an array of neighborhoods and activities to suit many interests.

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.