Help Desk Jobs

About The Position

Requirements

• 2+ years of related technical support experience at a Tier 2 or Tier 3 level.
• Demonstrated leadership, mentoring, training, or team coordination experience.
• Advanced troubleshooting experience with Windows and Apple computers, including hardware, software, peripherals, and end-user productivity systems.
• Experience using a service desk platform; ServiceNow experience preferred.
• Working knowledge of Active Directory, Microsoft user/device management, endpoint deployment, patching, network printing, and common end-user support tools.
• Proven ability to communicate technical issues clearly to non-technical stakeholders and maintain accurate ticket documentation.
• Demonstrated record of punctuality, reliable attendance, schedule adherence, professional integrity, and consistent follow-through in an onsite, customer-facing environment.
• Proven ability to manage time and stress effectively, prioritize competing incidents, requests, and projects, communicate blockers early, and maintain service quality under pressure.
• Experience with incident management, root cause analysis, customer service excellence, and process improvement.
• Exposure to governance, risk, compliance, ITIL/ITSM, or related operational frameworks.
• CompTIA A+, Network+, Security+, or equivalent certification.
• Ability to work onsite 5 days per week and reliably report ready to work at scheduled start times.
• Ability to traverse campus, work around/under desks and equipment, and move equipment weighing up to 50 lbs.

Nice To Haves

• Experience in a higher education environment.
• Familiarity with ITIL, ADKAR, and structured change management practices.
• Familiarity with Microsoft user and device management, Group Policy Objects, Jamf, Intune, SCCM, WDS, WSUS, or similar endpoint management platforms.
• Additional industry certifications relevant to service desk, endpoint management, cybersecurity, identity/access management, or ITSM.
• Experience supporting campus events, classroom technology, or academic operations.

Responsibilities

• Lead day-to-day User Services operations, including service desk workflow, ticket prioritization, escalation handling, and workload coordination in alignment with CIO direction.
• Delegate work to Support Technicians and student workers based on priority, skill set, workload, and coverage needs.
• Serve as the first-level escalation point for complex, sensitive, or high-priority tickets; escalate matters to the CIO when appropriate.
• Provide technical guidance, mentoring, training, and quality checks to improve team performance and ticket resolution standards.
• Lead team stand-ups, briefings, or operational check-ins as directed.
• Identify recurring support issues and recommend systemic improvements that reduce repeat incidents and improve service desk efficiency.
• Model punctuality, professional integrity, reliable attendance, accurate timekeeping, truthful status reporting, and readiness during scheduled coverage periods.
• Prioritize competing incidents, requests, projects, and operational responsibilities while maintaining composure, professionalism, and timely communication of blockers, risks, and service impacts.
• Provide advanced Tier 3 technical support and troubleshooting for OUIT-supported systems, hardware, software, peripherals, and user productivity tools.
• Advise, train, and assist faculty, staff, students, and guest lecturers, ensuring timely and professional responses to service requests and concerns.
• Resolve complex issues using remote diagnostic/remediation tools or onsite support at user locations.
• Test and evaluate proposed software and hardware for efficiency, reliability, compatibility, and supportability.
• Assist network/systems and applications teams with end-user connectivity, stability, application, and device issues.
• Support VoIP services and associated devices.
• Provide onsite and event support, including occasional after-hours coverage during peak university operations.
• Manage Active Directory user and computer objects, network print services, and assigned identity/access workflows, including access auditing and user lifecycle tasks.
• Manage centralized operating system deployment and endpoint management platforms, such as SCCM, WDS, Jamf, Intune, WSUS, or equivalent tools.
• Support endpoint patching, MFA enforcement, Windows compliance upgrades, and endpoint security initiatives.
• Develop and maintain endpoint standards for OUIT assets, including configuration, deployment, lifecycle, and documentation requirements.
• Develop and maintain accurate inventory records for end-user IT equipment.
• Support Snipe-IT governance, device lifecycle tracking, and asset compliance requirements.
• Supervise and support major computer system, laptop, and similar deployment projects.
• Create and maintain process documentation, knowledge base articles, and self-help resources for training, awareness, and team consistency.
• Produce ticket trend reports and identify patterns that may require corrective action or service improvement.
• Implement desktop standards and best practices; contribute to Service Desk strategy and the System Security Plan as directed.
• Contribute to annual work plans, learning plans, policy development, and assigned projects.
• Maintain ongoing professional development through certifications, technical training, and industry awareness.
• Model the documentation and communication standards expected of the User Services team.

Benefits

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
• Headspace Care (mental health)
• Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy – caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• Education Assistance Program
• Professional development opportunities
• LinkedIn Learning