Student IT Help Desk Specialist

GOEBEL FIXTURE COMPANY; Newtown (PA); On-site; USD 34,000 - 39,000; Full time

Job summary

Worldgate LLC is seeking a Production Support Specialist to serve as the first point of contact for students, faculty, and staff seeking technical assistance. You will triage, diagnose, and resolve or escalate requests through a centralized ticketing system, service window, phone, and email channels.

The role requires reliability, punctuality, and the ability to manage multiple tasks while maintaining thorough documentation.

Qualifications

• High School Diploma or equivalent required.
• 1+ years in a help desk or production support role preferred, especially with student-facing environments.
• Experience with ticketing or case management systems.
• Strong verbal and written communication; professional phone presence.

Responsibilities

• Receive, review, and manage tickets via the designated system with proper logging, categorization, and prioritization.
• Provide front-line technical support through service window, phone, and email.
• Serve as initial contact for production support, performing basic diagnostics and information gathering.
• Escalate complex issues per escalation protocols.
• Maintain accurate documentation of interactions and resolutions in the system.
• Communicate ticket status and next steps clearly to users.
• Monitor queues to meet service levels and follow up on open requests.
• Identify recurring issues and share insights for process improvement.

Skills

Customer service

Verbal communication

Written communication

Troubleshooting

Multitasking

Documentation

Problem solving

Education

High School Diploma or equivalent

Tools

Ticketing system

Job description

Worldgate LLC is seeking a Production Support Specialist to serve as the first point of contact for students, faculty, and staff seeking technical assistance. You will triage, diagnose, and resolve or escalate requests through a centralized ticketing system, service window, phone, and email channels.

The role requires reliability, punctuality, and the ability to manage multiple tasks while maintaining thorough documentation.