Help Desk Specialist
About The Position
Stark State College is seeking a motivated, technology-focused, and service-oriented Help Desk Services Specialist to provide Level I technical support and troubleshooting assistance to students, faculty, and staff. The successful candidate will serve as a key resource for resolving account, software, email, portal, and system-related issues while delivering exceptional customer service through in-person, phone, and online support. Through strong problem-solving skills and collaboration with IT teams, this individual will help ensure a reliable and supportive technology experience for the Stark State community.
Requirements
- Associate degree in Information Technology or a related field preferred. In lieu of an associate degree, a high school diploma or equivalent with a minimum of two years of IT-related experience will be considered.
- Minimum of one year of professional experience supporting communication software, internet applications, web browsers, and email platforms such as Outlook Web Access or Gmail.
- Experience providing technical support, troubleshooting user issues, and assisting with technology-related problems.
Responsibilities
- Provide Level I technical support and troubleshooting assistance to students, faculty, and staff through in-person, phone, and online support channels.
- Resolve account access issues, password resets, software application questions, email concerns, and portal-related technology issues.
- Assist users with College systems including Banner, Self Service Banner, Outlook, Gmail, Reftab, and other administrative and academic technology platforms.
- Evaluate, document, and escalate complex technical issues to appropriate IT teams for Level II support.
- Create and maintain user support resources, including help guides, manuals, videos, and online troubleshooting materials.
- Support the operation of the Help Desk ticketing system and assist with tracking, managing, and resolving service requests.
- Provide guidance and support to Help Desk Student Assistants while promoting excellent customer service practices.
Benefits
- Excellent medical, dental & vision coverage
- Paid life and AD&D insurance
- State pension/retirement (OPERS/STRS)
- Paid time off, sick leave and paid holidays
- Paid Stark State tuition, tuition reimbursement
- Employee assistance program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
