ITS Helpdesk Specialist

Southwestern Oklahoma State University

102d

About The Position

Under limited supervision, the helpdesk specialist is to provide instruction and technical support for a variety of software and hardware to users (faculty, staff and students) via remote or on-site. This position improves the level of service for users by establishing a central location that users can contact to report problems, file requests, and ask questions related to the services ITS provides. The helpdesk specialist shall promote the SWOSU environment of celebrating diversity in all forms. These tasks are to be performed in a manner that professionally, cordially and efficiently assists the students, faculty, staff and visitors who contact this Office.

Requirements

• A bachelor’s degree in information technology, Computer Science, or a related field preferred. Equivalent experience may be considered.
• Proven experience in a technical support or Helpdesk role.
• Strong knowledge of Windows System, Office 365, Active Directory, and network printers.
• Excellent troubleshooting and communication skills.
• Ability to develop and deliver training materials.
• Experience managing service requests through ticketing systems such as Smartsheet, TrackIT, Team Dynamix, or similar platforms.
• Ability to work collaboratively within a team environment.

Nice To Haves

• Familiarity with MacOS troubleshooting.
• Experience in a higher education environment.
• Understanding of IT policy and procedure development.

Responsibilities

• Serve as the first point of contact for all technical issues and inquiries via ticketing system, phone, email, chat, or in person.
• Manage, maintain, and administer service requests in the Help Desk Ticketing System.
• Listen to and resolve user inquiries by utilizing FAQs, system knowledge, and application help.
• Offer clear, easy-to-understand explanations for non-technical users.
• Provide day-to-day desktop support by diagnosing, researching, and resolving technical issues.
• Log unresolved issues and escalate more complex issues to senior IT personnel.
• Install and troubleshoot various devices, including computers, printers, tablets, and related software.
• Assist with operating system installations and software configuration on organizational devices.
• Diagnose and resolve hardware and software issues to ensure optimal system, network, and data functionality.
• Support network connectivity, including VPN access, RDP access, wireless connections, and security protocols.
• Assist in administering office productivity tools (e.g., cloud storage, office software suites, communication platforms, and email services).
• Configure, troubleshoot, and refresh systems within a network environment.
• Manage Active Directory (AD) accounts synchronized with SharePoint Online.
• Perform LDAP management tasks.
• Develop and deliver software application training to campus personnel.
• Create documentation and written materials to support IT policies, procedures, and system changes.
• Maintain and update the IT section of the SWOSU website as needed.
• Assist with employee onboarding/offboarding by managing user credentials, VOIP PIN resets, and ensuring appropriate access to systems.
• Notify IT Management of any significant changes in IT infrastructure, major outages, server issues, or escalations.
• Collaborate with other team members to continuously improve service desk processes and procedures.
• Lead and manage projects from initiation to completion, ensuring alignment with organizational goals, timelines, and budgets.
• Perform additional related tasks as assigned by IT management.

What This Job Offers

• Education Level: Bachelor's degree