Help Desk Specialist

Angola, Indiana

Summary

The Help Desk Specialist plays a critical frontline role in delivering exceptional technology support to Trine University’s students, faculty, staff, and guests. This position is responsible for providing friendly, knowledgeable assistance across a wide range of IT services—serving both remotely and in person. The role demands a proactive mindset, strong problem-solving skills, and the ability to thrive both independently and collaboratively in a fast-paced support environment. Additionally, the Help Desk Specialist acts as a backup supervisor for student workers, contributing to daily operations and service excellence.

This is a full-time, hourly role with a regular schedule of Monday through Friday, 7:00 AM to 4:00 PM, with occasional evening or weekend hours as needed (and compensated). The position reports to the IT Services Manager.

Essential Duties and Responsibilities

Provide end-user support via phone, email, remote tools, and in-person assistance for all campus-supported technologies.
Monitor and manage Help Desk tickets: document progress, communicate with stakeholders, and ensure timely resolution following departmental guidelines.
Troubleshoot and resolve issues related to hardware, software, network access, and peripheral devices.
Deliver customer-focused communication, adapting language and tone to technical and non-technical audiences with a consistently positive and professional attitude.
Install, configure, and support PCs, printers, software applications, and other hardware for end users and campus labs.
Assist with the installation, management, and training related to Reach digital signage.
Support personal devices used by faculty, staff, and students, including basic troubleshooting for privately-owned computers.
Develop and maintain end-user documentation; deliver training and onboarding sessions for students, faculty, and staff.
Actively participate in the implementation and improvement of Help Desk best practices.
Provide on-site support at off-campus locations as needed using university-provided vehicles.
Deliver consistently high-quality service as reflected in customer feedback and service level metrics.
Supervise morning student workers when the IT Services Assistant Manager is unavailable.
Provide administrative support to departmental leadership by assisting with tasks such as creating purchase orders, ordering hardware/software, compiling expense reports, and tracking outstanding support tickets to report to the services manager for timely follow-up.
Perform other duties or special projects as assigned to support departmental goals.

Education and/or Experience

Bachelor’s degree in computer science or related field desired, or 3+ years of experience in a Technology support role
Advanced knowledge and troubleshooting of personal computer technologies.
Exposure to Mac workstations in a windows domain.
CompTIA A+ Certification desired.
Help Desk Institute Certification desired.

Benefits

Trine University offers a comprehensive benefit package designed to provide a variety of choices to best fit your needs and the needs of your family. Benefits offered include:

Health – medical, dental, vision, prescription drugs, flex spending or HSA accounts
Retirement – after one year of full-time service you are eligible for employer contribution of 5% and up to an additional 5% employer match
Life Insurance – a variety of voluntary life options are available along with employee life insurance (1½ times annual salary)
Education – after 6 months of full-time service education benefits are available for employee, spouse, and dependent children
Vacation and Sick Pay – in accordance with Trine's policy

Salary

The salary is competitive and commensurate with experience and qualifications.

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Trine University is an equal opportunity employer. Applicants are considered for employment without regard to race, color, religion, sex, age, disability, national origin, genetic information, citizenship status, military status, or any other basis prohibited by law, unless such basis constitutes a bona fide occupational qualification. Trine will comply with its legal obligation to provide reasonable accommodations to qualified individuals with disabilities and for religious beliefs.