Help Desk Specialist (80848)

Job Description

The Part-Time IT Help Desk Support position provides front-line technical assistance to Iona University students, faculty, and staff during Help Desk hours of operation. This position is responsible for providing courteous and timely in-person and telephone support, troubleshooting common technology issues, documenting service requests, and escalating issues when necessary.

The ideal candidate is customer-service oriented, dependable, comfortable working with technology, and able to communicate technical information clearly to users with varying levels of technical experience.

Duties and Responsibilities

• Provide in-person and telephone technical support to students, faculty, and staff for University-supported technology, applications, hardware, software, and services.

• Diagnose and troubleshoot common hardware, software, printing, connectivity, account, and application issues.

• Create, update, and manage support tickets using the University's Help Desk ticketing system, ensuring that issues and resolutions are documented accurately.

• Resolve routine technical issues and appropriately escalate problems requiring additional technical expertise.

• Assist users with University accounts, email, Wi-Fi, printing, classroom technology, and other supported systems and services.

• Monitor and troubleshoot technology in classrooms and other University spaces, including workstations, displays, projectors, audiovisual equipment, printers, and related devices.

• Assist with the setup, installation, configuration, and basic maintenance of computers, peripherals, and other IT equipment as needed.

• Help maintain Help Desk equipment, work areas, and technology inventory.

• Provide basic guidance to users on University technology resources and recommended practices.

• Communicate service interruptions, recurring problems, and other significant technical issues to appropriate IT staff.

• Maintain a professional, courteous, and customer-focused environment when assisting members of the University community.

• Assist with supervising and providing guidance to student Help Desk workers when needed.

• Perform other technology-related duties as assigned by the supervisor, manager, and/or department head.

• Work schedules may change based on the academic calendar, Help Desk coverage requirements, University events, and departmental staffing needs.

Work Schedule

This is a part-time position with hours scheduled based on departmental needs and Help Desk coverage. The schedule is subject to change to accommodate the University's academic calendar, events, and staffing requirements.