IT Services at InsideHigherEd

Job Responsibilities

The IT Helpdesk position reports to the Helpdesk Coordinator and provides frontline technical assistance to students, faculty, and staff of the college. Helpdesk staff serve as the first point of contact for users experiencing system issues and provide support for computer systems, software, and hardware.
Helpdesk staff are responsible for answering phone calls, assisting walk-in clients, and responding to tickets submitted through the helpdesk system. They must communicate clearly and professionally with both end users and IT technicians, demonstrating strong verbal and written communication skills.

This role requires applying critical thinking skills, listening attentively, and asking probing questions to accurately document issues and create helpdesk tickets. Staff must possess basic troubleshooting abilities and be proficient in documenting work within the helpdesk software.

Qualified candidates should have a calm, patient demeanor and the ability to put frustrated users at ease, assuring them that their issues will be addressed promptly and professionally. The Helpdesk Support Professional must also demonstrate initiative in identifying or developing solutions for users’ technical problems and should have general knowledge of computer systems, PC repair, and inventory control.

The ideal candidate is detail-oriented, organized, and capable of prioritizing multiple tasks in a fast-paced environment. A strong commitment to providing excellent customer service is essential.

Minimum and Additional Requirements

This position requires an associate’s degree and at least one year of work experience in a related field, along with advanced knowledge of Microsoft Office. The applicant should be able to demonstrate the ability to operate and troubleshoot technology equipment, including but not limited to Windows, macOS, iOS, office automation equipment, laptops, desktops, printers, and mobile devices.
Candidates must be able to work in a help desk environment—creating tickets and performing basic troubleshooting—and should model excellent customer service while enjoying working with people in a fast-paced environment. The ability to multitask and prioritize duties as needed is essential.

The ideal candidate will be dependable, honest, accurate, and self-motivated, with excellent communication, interpersonal, analytical, teamwork, and problem-solving skills. A willingness to work a flexible schedule, including evenings, is required.

Preferred Qualifications

Bachelor’s degree in Information Technology with experience working in a helpdesk or technical support role.

Additional Comments

These are temporary, part-time positions. Please review Agency Specific Application procedures for our required application procedures.

We regret that due to the volume of applications we receive, we are unable to respond to candidates individually regarding the status of their application or the status of the interview process.