Help Desk Specialist
On-campus first point of contact for IT support at Jacksonville University: resolves Tier 1 hardware, software, account and network issues by phone, email, chat and walk-up, logs tickets in TDX, supports Microsoft 365 and MFA/password resets, and writes knowledge-base articles for students, faculty and staff.
- Compensation
- Not disclosed
- Location
- Jacksonville, FL, US
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Help Desk experience or IT experience
- Technical degree, certificates, or equivalent experience
- Customer focus — patient, courteous and calm with frustrated users
- Methodical problem solving that isolates root causes
- Communication — explains technical steps in plain language, writes clear ticket notes
- Organization — juggle multiple tickets, prioritize by business impact, follow up on time
- Learning agility — picks up new tools and systems quickly
- Integrity — handles confidential data and privileged access responsibly
- Teamwork — collaborates with IT team, other departments and vendors
- Able to lift and carry equipment and supplies up to 30-40 pounds; bend, stoop, reach, and sit or stand for extended periods
Nice to have
- Associate's or bachelor's degree in IT, computer science, or a related field
- Excellent communication skills (written, verbal, and listening)
- Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals
Full description
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.