Job Title: Help Desk Specialist

Department: Information Technology

Position Reports to: Interim CIO

Position Class/Type: Exempt/Full-Time

Job Summary

The Help Desk Specialist is the first point of contact for employees who need technical help. You will resolve hardware, software, account and network issues by phone, email, chat and in person. The position will be responsible for generating tickets in the Help Desk system for customer requests/issues and assigning them appropriately; providing configuration and training support for university standard software packages; assisting Faculty/Staff with computer software and hardware questions. Success in this role means fast, friendly fixes, clear documentation, and users who feel heard. The Help Desk Specialist will work in person on Jacksonville University’s campus, supporting students, faculty and staff.

SUPERVISORY RESPONSIBILITIES:

• None

Duties/Responsibilities:

• Respond to support requests by phone, email, chat and walk-up, and log request in the ticketing system.
• Diagnose and resolve Tier 1 issues with desktops, laptops, mobile devices, printers and peripherals.
• Support user accounts: password resets, MFA enrollment
• Troubleshoot basic network connectivity, including Wi-Fi, VPN, and network drive access.
• Support Microsoft 365: email, Teams, OneDrive etc.
• 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 time, and keep users updated on ticket status.
• Follow security policies: verify identity before account changes, spot and report phishing, and protect sensitive data.

Required Skills/Abilities:

• Customer focus — patient, courteous and calm with frustrated users.
• Problem solving — methodical troubleshooting that isolates root causes rather than symptoms.
• Communication — explains technical steps in plain language and writes clear ticket notes.
• Organization — juggles multiple tickets, prioritizes by business impact and follows up on time.
• Learning agility — picks up new tools and systems quickly and shares what they learn.
• Integrity — handles confidential data and privileged access responsibly.
• Teamwork — collaborates with IT Team, other departments and vendors.

Education, Certificates, Licenses, and Experience:

• Minimum Education Requirement: Technical degree, certificates, or equivalent experience
• Minimum Work Experience: Help Desk experience, IT experience
• Preferred Education Qualification: Associate's or bachelor's degree in IT, computer science or a related field
• Preferred Qualifications:
• Excellent communication skills (written, verbal, and listening)
• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals / etc

Work Environment:

• Must be able to lift and carry equipment and supplies weighing up to 30 pounds
• Must be able to bend, stoop and reach
• Must be able to sit or stand for extended periods of time
• Near vision sufficient to read written communications and computer display screens
• Adequate hearing to communicate effectively in person and by phone
• Manual dexterity to efficiently operate a computer keyboard and other business machines

Physical Requirements:

• Must be able to lift and carry equipment and supplies weighing up to 40 pounds
• Must be able to bend, stoop and reach
• Must able to sit or stand for extended periods of time
• Manual dexterity to efficiently 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

Important Note

This is not an exhaustive list of all responsibilities, duties, and/or skills required for this position. The University reserves the right to amend and change responsibilities to meet organizational needs.

Benefits and Perks of Life @ JU

All Full Time Positions:

• Generous paid time off, including vacation, sick leave, jury duty, and bereavement leave
• Paid Federal Holidays
• 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
• Robust health benefits (medical, dental, vision)
• 100% Employer-Sponsored benefits: Short Term Disability (buy-up option available), Long Term Disability, Employee Assistance Program, Life Insurance, Parent Leave
• Additional benefit options: Accident coverage, Pet Insurance, Legal, Critical Illness, Dependent Life
• 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; 2 free meals per week during Fall and Spring semesters
• Monthly wellness initiatives
• Service awards & Recognition programs
• 10% discounts at the on-campus JU Bookstore, School of Orthodontics
• Free Microsoft Office downloads to personal computers/devices
• Free on-campus parking
• Access to campus amenities, including the fitness center, resort-style pool, and library

Disclaimer: Benefits and time-off programs are subject to eligibility requirements and may vary based on position and employment status