Help Desk Specialist

Help Desk Services Specialist

Stark State College is seeking a motivated, technology-focused, and service-oriented Help Desk Services Specialist to provide Level I technical support and troubleshooting assistance to students, faculty, and staff. The successful candidate will serve as a key resource for resolving account, software, email, portal, and system-related issues while delivering exceptional customer service through in-person, phone, and online support. Through strong problem-solving skills and collaboration with IT teams, this individual will help ensure a reliable and supportive technology experience for the Stark State community.

Typical Hours/Days of Work: This hourly position can be expected to work Monday through Thursday 9:30 AM to 6:45 PM and Saturday 8 AM to 1 PM. Location: Main Campus (North Canton) Pay: $38,186 - $49,643 annually ($18.36 to $23.87 an hour), commensurate on experience.

Who We Are: The positive energy at Stark State College comes from exceptionally dedicated employees who work hard for students. Success for both our employees and our students is the result. You'll be a Great Fit if: If you thrive in a fast-paced technology environment, enjoy solving problems, and have a strong commitment to customer service, you'll fit right in. Strong troubleshooting skills, clear communication, and the ability to support students, faculty, and staff across a variety of systems will help you excel in this role.

Typical Duties May Include:

• Provide Level I technical support and troubleshooting assistance to students, faculty, and staff through in-person, phone, and online support channels.
• Resolve account access issues, password resets, software application questions, email concerns, and portal-related technology issues.
• Assist users with College systems including Banner, Self Service Banner, Outlook, Gmail, Reftab, and other administrative and academic technology platforms.
• Evaluate, document, and escalate complex technical issues to appropriate IT teams for Level II support.
• Create and maintain user support resources, including help guides, manuals, videos, and online troubleshooting materials.
• Support the operation of the Help Desk ticketing system and assist with tracking, managing, and resolving service requests.
• Provide guidance and support to Help Desk Student Assistants while promoting excellent customer service practices.

To be Considered You'll Need:

• Associate degree in Information Technology or a related field preferred. In lieu of an associate degree, a high school diploma or equivalent with a minimum of two years of IT-related experience will be considered.
• Minimum of one year of professional experience supporting communication software, internet applications, web browsers, and email platforms such as Outlook Web Access or Gmail.
• Experience providing technical support, troubleshooting user issues, and assisting with technology-related problems.

Full-time employees can expect excellent medical, dental & vision coverage; paid life and AD&D insurance; state pension/retirement (OPERS/STRS); paid time off, sick leave and paid holidays; paid Stark State tuition, tuition reimbursement and employee assistance program.