Help Desk Representative

Under the general supervision of the Customer Service Manager, the Help Desk Representative provides exceptional customer service and technical support to students, faculty, staff, and members of the public. This position serves as a key point of contact for the College, assisting customers with a wide range of inquiries and resolving technology-related issues to ensure a positive and supportive experience. Essential Duties and Responsibilities Deliver high-quality customer service by assisting students, faculty, staff, and community members with questions, concerns, and requests related to College services and resources. Provide first-level help desk and technical support, including troubleshooting computer and technology issues, identifying solutions, and escalating complex problems when appropriate. Respond to inquiries regarding academic programs, courses, certificates, student services, and College procedures. Assist students with navigating processes related to certificate completion, financial aid, veteran benefits, and other student support services. Maintain accurate knowledge of College policies, procedures, programs, and resources to ensure consistent and reliable information is provided. Collaborate with colleagues across departments to resolve customer issues and improve service delivery. Identify opportunities to enhance customer service processes and contribute ideas that improve operational efficiency and the overall student experience. Support the College's commitment to student success by fostering a welcoming, inclusive, and customer-focused environment. This position requires strong communication, problem-solving, and customer service skills, along with the ability to effectively assist individuals from diverse backgrounds in a fast-paced environment. Required Education/Experience Associate's degree in information technology or a related field, and six (6) months of experience providing user support; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job. Preferred Education/Experience/Skills Other Knowledge, Skills and Abilities Community college work experience, call center or customer facing services experience, strong computer experience including Microsoft Office, strong communication skills, both written and verbal. Preferred experience with Active Directory password resets, data security knowledge. Department End User Support Work Hours M-Th 7:30am - 7:00pm and Fri 8:00am - 5:00pm. Posting Date Posting Date: 08/05/2026 Closing Date Closing Date: 08/12/2026 Open Until Filled No Supplemental Questions Required fields are indicated with an asterisk (*). * How many years of customer service experience do you have? less than 2 2-4 over 4 * Do you have experience with a customer call center or client help desk environment? Yes No * What is your highest degree attained High School / G.E.D. Associate's Degree Bachelor's Degree Master's Degree Doctoral Required Documents Resume Optional Documents Transcript 1 Other Document Transcript 2 Misc Accessibility & Accommodations Rowan-Cabarrus Community College is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. #J-18808-Ljbffr