WS - IT Help Desk Assistant Level II

University of Pikeville; Pikeville (KY); On-site; USD 12,000 - 15,000; Full time

Job summary

University of Pikeville is seeking an IT Help Desk Assistant Level II to support the campus IT Services group at the Armington Learning Center. The role offers practical experience in troubleshooting, customer service, and professional communication for students.

Responsibilities include handling a helpdesk ticket queue, assisting students with IT resources, and deploying endpoint devices for faculty and staff.

Qualifications

• Work a helpdesk ticket queue and resolve issues in a timely manner.
• Assist student body with IT resources and services.
• Deploy, implement, and maintain endpoint devices for staff and students.
• Ability to work independently and in a team environment.

Responsibilities

• Respond to tickets and communicate clearly to resolve issues.
• Assist users with IT resources and campus systems.
• Deploy and maintain student, faculty and staff endpoints.
• Collaborate with teammates and supervisors as needed.

Tools

Word

Excel

PowerPoint

Job description

IT HELP DESK ASSISTANT LEVEL II

Division: Support Services

Department: IT Services

Experience: Intermediate

Job Code: FWSITHELPDKAST

Supervisor/Reports To: Brittany Mullins

Start Date: 8/24/2026

Work at the IT Helpdesk to gain advanced experience in troubleshooting, customer service, and professional communication. Ideal for students interested in further developing practical technical support skills and leadership abilities.

Responsibilities And Career Competencies

• Work a helpdesk ticket queue. Respond, effectively communicate, and resolve issues in a timely manner – C, TW, P


• Assist student body with utilizing provided IT resources – C, CT


• Deploy, implement, and maintain endpoint devices for faculty, staff, and students – T


• Ability to work independently and function in a team environment – L, TW, P


• Other duties as assigned –

Competencies/Skills: Communication (C), Teamwork (TW), Professionalism (P), Career & Self Development (CSD), Critical Thinking (CT), Community Transformation (CTR), Leadership (L), Technology (T)

Preferred Skills: Professionalism, patience, people-first attitude, willingness to learn customer service skills and new technologies, strong active listening abilities, attention to detail, organizational skills, time management, written & verbal communication, team orientation, basic computer knowledge, Microsoft Word and Excel.

Computer Skills: Word, Excel, PowerPoint, Social Media and New Technology, troubleshooting hardware and software.

Work Schedule: Monday through Friday between 9am and 4pm.

Work Conditions: Heat, cold, odors/smoke, toxic agents, noise, vibrations, wetness, humidity, dust, machinery, light intensity, electrical currents.

Physical Demands: Keyboarding, reaching, stooping/kneeling, crouching/crawling, pushing/pulling/lifting/carrying up to 50 lbs, climbing, balancing.

Number of Positions: 3–4 students (120 hours total per student; average 20 hours/week)

Pay Rate: $9.75/hour

Location: Armington Learning Center, Basement #009

The University of Pikeville is an equal opportunity employer committed to assembling a diverse, broadly trained faculty and staff. The University of Pikeville does not discriminate on the basis of race, ethnicity, color, sex, gender, gender identity, sexual orientation, religion, national origin, age, or disabilities in its programs, activities, hiring, or the admission of students.