Student Helpdesk Specialist

Andrew Wommack Ministries; Woodland Park (CO); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Paid Time Off (PTO)

Flexible Spending Account (FSA)

403(b) Retirement Plan

Job summary

Andrew Wommack Ministries is seeking a full-time Student Helpdesk Specialist in Woodland Park, Colorado. The role requires excellent communication and organizational skills to assist students with technical issues related to student systems.

The position is on-site only and offers a comprehensive benefits package, including medical, dental, and retirement plans. Candidates must have a personal relationship with Jesus Christ and a high school diploma.

Qualifications

• Must have a personal relationship with Jesus Christ.
• Must pass all required checks.
• A minimum of one year of administrative and customer service experience.

Responsibilities

• Provide technical support to students regarding systems and issues.
• Handle and route inbound communication from students and guests.
• Maintain a professional demeanor while resolving customer concerns.

Skills

Customer service orientation

Effective communication skills

Organizational skills

Windows-based computer proficiency

Problem-solving skills

Multi-software proficiency

Education

High school diploma or equivalent

Charis Bible College graduate (preferred)

Associate's degree or equivalent

Tools

SharePoint

Monday.com

Ticketing systems

Job description

Position Purpose

The Student Helpdesk Specialist is a key member of the Student Helpdesk Team responsible for ensuring all student and guest requests are resolved in a timely and encouraging manner. This position serves as the main point of contact for all On Campus, US Extension and Online students regarding student systems and technical assistance.

This role is a full‑time, 40‑hour per week position requiring daytime availability Monday through Friday. Work from home is not available as this position is on‑site only.

Essential Duties

• Handle inbound phone calls, emails, and other means of communication from students, staff, and guests, and ensure those requests are routed to the appropriate department and resolved in a timely manner.
• Demonstrate critical thinking abilities, including deductive reasoning, with a strong capacity for retaining and applying learned knowledge.
• Create service tickets for service requests, proactively monitor aging requests, and communicate appropriately.
• Maintain a comprehensive understanding of the student handbook, reference guide, schedules, and special events.
• Maintain a comprehensive understanding of student‑related needs.
• Directly resolve tickets that are within the parameters of Student Helpdesk training by providing technical support to include password reset requests, login issues, student systems and email issues, portal access, and general troubleshooting.
• Process payments on behalf of online students, such as tuition and other fees.
• Adhere to all healthy KPIs and parameters as established by the helpdesk team, including appropriate call times, service resolution times, scheduled availability, service‑failure reporting.
• Identify service gaps and provide recommendations to the Student Helpdesk Supervisor based on data and direct feedback from students.
• Attend AWM and Charis events as directed to assist in student support efforts. These events may require weekend and evening work.
• Work with other Charis departments to ensure streamlined processes and effective, efficient workflows.
• Maintain a professional attitude and demeanor while working with students and guests and addressing concerns from difficult or upset customers.
• Provide encouragement and motivational support to students throughout their academic journey.
• Perform other duties as assigned by the Student Helpdesk Supervisor.

Knowledge, Skills, and Abilities

• Must be customer service‑oriented and results‑driven.
• Effective written and verbal communication skills.
• Must be a self‑starter and able to work independently with little supervision.
• Demonstrated ability to work effectively as a team member or as an individual contributor.
• Maintain a professional, positive, and enthusiastic attitude during all aspects of the job.
• Excellent organizational and time‑management skills.
• Must be comfortable speaking on the phone, leading one‑on‑one conversations, using exceptional listening and problem‑solving skills, with excellent phone etiquette skills.
• Ability to learn and confidently use multiple software programs and platforms, including SharePoint and Monday.com.
• Can comprehensively operate a Windows‑based computer and all associated Microsoft Office programs (Word, Excel, Outlook, and PowerPoint).
• Able to maintain a high level of professionalism and discretion in dealing with sensitive and confidential information.
• Must have strong interpersonal skills and diplomacy working with diverse cultures and ethnicities.

Requirements

• Must have a personal relationship with Jesus Christ.
• Must sign the Statement of Faith.
• A high school diploma or equivalent education is required.
• A Charis Bible College graduate is preferred.
• Non‑Day School student preferred.
• An associate’s degree or equivalent education is a plus.
• Must pass all required checks.

Experience

• A minimum of one year of administrative experience is required.
• A minimum of one year of customer service or Phone Center experience is required.
• Helpdesk experience is greatly preferred.
• Experience with SharePoint and Ticketing Systems is a plus.
• Experience with CRM software or contact management is a plus.
• Compensation is commensurate with experience.

Compensation and Benefits

The position offers a comprehensive benefits package for full‑time employees, including Medical, Dental, Vision, Paid Time Off (PTO), Paid Holidays per year (10), Flexible Spending Account (FSA) – Medical/Dependent Care, Health Savings Account (HSA), Voluntary Life and AD&D, Short Term Disability, Long Term Disability, 403(b) Retirement Plan, Life Assistance Program, Accident/Hospital, ID Shield/Legal Shield, and Telehealth.