Help Desk Specialist

Help Desk Specialist

The University of Rio Grande and Rio Grande Community College is seeking qualified candidates for a Help Desk Specialist position. This full-time, on-site, administrative position provides first-level technical support for faculty, staff, and students. The position is available immediately. The Help Desk Specialist serves as the primary point of contact for technology-related issues, resolving common hardware, software, account, and connectivity problems while delivering excellent customer service. The Help Desk Specialist is responsible for documenting support requests, escalating complex issues when necessary, and assisting with the deployment and maintenance of campus technology resources.

Principal Duties And Responsibilities:

• Serves as the first point of contact for users seeking technical assistance through phone, email, help desk tickets, and in-person requests.
• Documents, tracks, updates, and resolves support tickets in a timely and professional manner.
• Diagnoses and resolves common hardware, software, printer, account, and network connectivity issues.
• Escalates complex or unresolved issues to appropriate IT staff members.
• Installs, configures, and supports desktop computers, laptops, mobile devices, printers, and peripheral equipment.
• Assists with software deployment, updates, and routine maintenance activities.
• Creates and manages user accounts, password resets, and access requests according to established procedures.
• Provides basic support for Microsoft 365 applications, operating systems, web browsers, and institution-approved software.
• Sets up and deploys computer equipment for faculty and staff offices, classrooms, labs, and campus events.
• Assists with maintaining accurate hardware and software inventory records.
• Utilizes management tools for asset tracking, imaging, software installation, and endpoint management.
• Performs basic troubleshooting of wired and wireless network connectivity issues.
• Supports classroom technology, instructional podiums, and campus computer labs.
• Documents technical procedures, solutions, and support activities.
• Assists with technology projects, equipment moves, and hardware refresh initiatives.
• Maintains compliance with institutional technology policies, procedures, and security standards.
• Provides courteous and professional customer service to all members of the campus community.
• Performs other duties as assigned by the Director of Information Technology.

Minimum Qualifications:

• Associate degree in Information Technology, Computer Science, or related field; or equivalent combination of education, technical training, certifications, and experience.
• Basic knowledge of Windows operating systems, desktop hardware, mobile hardware, Microsoft 365 applications, and network fundamentals.
• Strong communication, troubleshooting, customer service, and organizational skills.
• Ability to lift up to 40 pounds.
• Valid driver's license and reliable transportation.

Application Instructions:

Qualified applicants must send a cover letter (detailing their interest and qualifications), current resume, as well as the names and contact information of at least three (3) references to the attention of Alexander Gagucas, IT Director, through the University's online application portal. Review of applications will begin immediately. Position is open until filled. Background check and official transcripts required prior to hire. For additional information about Rio, please visit: