University IT Help Desk — Tier 1 Support (Flexible Hours)

The Chronicle Of Higher Education, Inc.; Athens (AL); On-site; USD 42,000 - 58,000; Full time

Job summary

Athens State University is seeking a Help Desk Technician to provide Tier 1 support for university systems, including the learning management system, instructional technologies, and desktop computing for students, faculty, and staff. This on-site role requires strong customer service and problem-solving skills.

You will handle ticket intake, supervise resolutions, develop self-service materials, assist in orientation content, and contribute to continuous improvements while maintaining security

Qualifications

• High School Diploma or GED required; associate or higher preferred.
• Proficient in hardware and software troubleshooting.
• Proficient with Microsoft 365 and common web-based tools.
• Strong communication, organization, and customer service skills.

Responsibilities

• Provide Tier 1 technical support via phone, email, online, and in-person.
• Manage help desk ticket intake and assign appropriate tier-level support.
• Troubleshoot hardware, software, email, and learning management system issues.
• Escalate complex issues to systems and network staff with documented analysis.
• Create self-service materials and update orientation resources.
• Support faculty, staff, and students and contribute to process improvements.

Skills

Hardware & software troubleshooting

Critical thinking

Communication skills

Organization & multitasking

Customer service

Flexible schedule

Technical support

Education

High School Diploma or GED

Associate's or Bachelor's Degree in technology-related field

Tools

Microsoft 365

Job description

Athens State University is seeking a Help Desk Technician to provide Tier 1 support for university systems, including the learning management system, instructional technologies, and desktop computing for students, faculty, and staff. This on-site role requires strong customer service and problem-solving skills.

You will handle ticket intake, supervise resolutions, develop self-service materials, assist in orientation content, and contribute to continuous improvements while maintaining security