Help Desk Assistant-SW

Ohio Wesleyan University•Delaware, OH

10d•Onsite

About The Position

This role provides telephone, email, webchat, and walk-up support to the campus community. The assistant will also be responsible for keeping online support resources up-to-date. This position offers approximately 8-10 hours of work per week during the academic year (Fall 2026 & Spring 2027). Employment sponsorship is not available, and applicants must be currently authorized to work in the United States.

Requirements

Good communication, both written and oral
Computer knowledge & troubleshooting (the more the better)
Customer service (often more important than technical know-how)
Initiative and ability to work independently
Currently authorized to work in the United States

Nice To Haves

Develop and improve customer service skills and communication skills
Exposure to and familiarity with both IT industry and higher education field
Gain professional references

Responsibilities

Answer Help Desk phone calls and web chat requests
Answer email questions and requests for assistance that come in as tickets
Assist with connecting devices to campus networks
Provide technical support to the campus community, using help resources provided
Monitor email and web chat through online systems
Check the status of online resources as needed
Accurately escalate any unresolved problems to Information Services staff, according to documentation
Keep the front lobby area clean and in acceptable condition
Always enter the user’s name and contact info, along with the nature of their call
Check voicemails that come in as Help Desk tickets
Keep Information Services staff up-to-date on any concerns
Edit and revise the Oh-Wooo Help Desk website (helpdesk.owu.edu) and internal department resources as needed
Keep an editorial eye on any pages used and update when needed
Share helpful tips & tricks found with the team and staff