Job Description
Position Overview
The IT Help Desk Support Specialist will provide first-level technical support to students, faculty, and staff through phone, email, chat, and web-based support channels. The role will resolve common technical issues, document all interactions, and escalate incidents that require additional technical expertise.
Key Responsibilities
- Receive, log, categorize, and prioritize support requests.
- Troubleshoot account access, password, connectivity, application, and common software issues.
- Provide basic support for Microsoft 365, Canvas, and other applications within the agreed service scope.
- Assist users with network access and routine technical questions.
- Provide remote troubleshooting and user guidance.
- Maintain accurate ticket notes, resolution details, and follow-up records.
- Escalate unresolved or high-impact incidents according to established procedures.
- Follow security, identity verification, privacy, and data handling procedures.
- Meet assigned response-time, documentation, and customer service standards.
- Support evening, weekend, holiday, and other scheduled coverage requirements.
Preferred Qualifications
- Relevant experience in IT support, technical troubleshooting, or customer service.
- Familiarity with Windows environments, Microsoft 365, user account management, and ticketing systems.
- Strong written and verbal communication skills.
- Ability to document technical issues clearly and follow established procedures.
- CompTIA A+, Microsoft certifications, or equivalent technical training is desirable.
Key Deliverables
- Accurate and complete support tickets.
- Timely first-level troubleshooting and escalation.
- Documented incident resolutions.
- Contribution to knowledge base articles and service desk metrics.
Job Tags
Remote work, Weekend work, Afternoon shift