IT Service Desk Specialist

Job Description

Job Description

Westcliff University is seeking an IT Service Desk Specialist to provide first-line technical support to students, faculty, and staff. The IT Service Desk Specialist will serve as a primary point of contact for technology-related questions and support requests, helping users resolve common hardware, software, application, account access, and connectivity issues.

This is a Tier 1 IT support role focused on timely ticket resolution, customer service, user account assistance, and accurate documentation. The position will work closely with the Westcliff University IT team and will receive training on Westcliff-specific systems, procedures, and support processes. 

The role will primarily manage support requests through the TeamDynamix ticketing platform and provide support for technologies including Google Workspace, Okta, Zoom, Windows, and related university systems.

Key Responsibilities

• Serve as the first point of contact for IT support requests from students, faculty, and staff.
• Monitor, manage, prioritize, and resolve assigned tickets in the TeamDynamix ticketing system.
• Provide professional and timely technical support through ticketing, email, phone, chat, and remote support tools as applicable.
• Troubleshoot common hardware, software, browser, application, printer, and connectivity issues.
• Provide basic support for Google Workspace, including Gmail, Google Drive, Calendar, Docs, and related services.
• Assist users with Google account password resets, account recovery, and basic access issues.
• Provide first-level support for Okta, including login, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and basic account access issues.
• Provide basic Zoom support, including user access, meeting-related issues, and common configuration or troubleshooting requests.
• Assist students with basic access and technical questions related to GAP courses and associated systems.
• Support users with Windows computers and common desktop applications.
• Verify user identity and follow established security procedures before performing password resets or account changes.
• Document troubleshooting steps, communications, and resolutions clearly within the ticketing system.
• Escalate issues that cannot be resolved at Tier 1 to the appropriate IT team with complete and accurate documentation.
• Follow established IT policies, procedures, security practices, and service standards.
• Maintain a high level of customer service and communicate technical information clearly to non-technical
• users.
• Identify recurring issues and contribute to knowledge base articles, FAQs, and support documentation.
• Participate in training and ongoing development to maintain familiarity with university systems and technologies.

Required Qualifications 

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 1-3 years of professional experience in IT support, help desk, service desk, desktop support, or technical support.
• Experience troubleshooting Windows computers, software, and common user issues.
• Experience supporting cloud-based applications and user accounts.
• Familiarity with Google Workspace and/or Microsoft 365.
• Basic familiarity with identity and access management concepts such as SSO and MFA.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal English communication skills.
• Strong customer service and interpersonal skills.
• Ability to manage multiple tickets and priorities while maintaining attention to detail.
• Ability to work effectively in an on-site team environment.

Preferred Qualifications

• Experience with Okta or another identity and access management platform.
• Experience supporting Zoom or other video conferencing platforms.
• Experience using TeamDynamix or another IT service management/ticketing platform such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.
• Experience supporting higher education environments.
• Knowledge of Google Workspace administration.
• Experience with remote support and screen-sharing tools.
• CompTIA A+ certification is a plus, but not required.

Technical Skills

• Google Workspace
• Gmail, Google Drive, Google Docs, Google Calendar, Google Meet
• Okta Identity Access Management
• Single Sign-On (SSO)
• Multi-Factor Authentication (MFA)
• Password resets and account recovery
• Zoom
• Windows 10/11
• Microsoft Office
• Basic networking and connectivity troubleshooting
• IT ticketing / ITSM systems
• Remote support tools
• Knowledge base and technical documentation

  Disclaimer This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of essential functions, responsibilities or qualifications. Duties and responsibilities may be modified or assigned at any time based on organizational needs.