Help Desk Specialist

Jacksonville University•Jacksonville, FL

8d•Onsite

About The Position

The Help Desk Specialist is the first point of contact for employees seeking technical assistance. The role resolves hardware, software, account, and network issues through phone, email, chat, and in-person support. The specialist creates and appropriately assigns tickets in the Help Desk system, supports configuration and training for university-standard software, and assists faculty and staff with computer hardware and software questions. Success is measured by fast, friendly support, clear documentation, and users feeling heard. The position is performed in person on Jacksonville University’s campus and supports students, faculty, and staff. The position has no supervisory responsibilities and reports to the Interim CIO. It is classified as exempt and full-time.

Requirements

Technical degree, certificates, or equivalent experience.
Help Desk experience and IT experience.
Customer focus, including patience, courtesy, and calmness with frustrated users.
Methodical troubleshooting that identifies root causes rather than symptoms.
Ability to explain technical steps in plain language and write clear ticket notes.
Ability to manage multiple tickets, prioritize by business impact, and follow up on time.
Ability to learn new tools and systems quickly and share knowledge.
Ability to handle confidential data and privileged access responsibly.
Ability to collaborate with the IT team, other departments, and vendors.
Ability to lift and carry equipment and supplies weighing up to 40 pounds.
Ability to bend, stoop, and reach, and to sit or stand for extended periods.
Manual dexterity to operate a computer keyboard and other business machines.
Near vision sufficient to read written communications and computer display screens.
Adequate hearing to communicate effectively in person and by phone.

Nice To Haves

Associate's or bachelor's degree in IT, computer science, or a related field.
Excellent written, verbal, and listening communication skills.
Certifications such as CompTIA A+, Network+, or Microsoft 365 Fundamentals.

Responsibilities

Respond to support requests by phone, email, chat, and walk-up, and log requests in the ticketing system.
Diagnose and resolve Tier 1 issues involving desktops, laptops, mobile devices, printers, and peripherals.
Support user accounts, including password resets and MFA enrollment.
Troubleshoot basic network connectivity, including Wi-Fi, VPN, and network drive access.
Support Microsoft 365 applications and services, including email, Teams, and OneDrive.
Escalate complex issues to team members through TDX with complete notes, and follow them through to resolution.
Write and update knowledge base articles and how-to guides for users and fellow technicians.
Meet service-level targets for response and resolution times, and keep users updated on ticket status.
Follow security policies, verify identity before account changes, identify and report phishing, and protect sensitive data.

Benefits

Generous paid time off, including vacation, sick leave, jury duty, and bereavement leave.
Paid federal holidays and additional time off for Thanksgiving, winter holidays, and spring break.
FSA/HSA eligibility.
Retirement plan with a dollar-for-dollar University match of up to 6% following the vesting period.
Medical, dental, and vision benefits.
Employer-sponsored short-term disability (with a buy-up option), long-term disability, Employee Assistance Program, life insurance, and parent leave.
Optional accident coverage, pet insurance, legal coverage, critical illness coverage, and dependent life insurance.
Tuition benefits for employees, spouses, and dependent children up to 26 years of age.
Domestic partner benefit eligibility.
Veteran and Military Service Support Program.
Discounted on-campus dining meal plans and two free meals per week during fall and spring semesters.
Monthly wellness initiatives.
Service awards and recognition programs.
10% discounts at the on-campus JU Bookstore and School of Orthodontics.
Free Microsoft Office downloads for personal computers and devices.
Free on-campus parking.
Access to campus amenities, including the fitness center, resort-style pool, and library.