Help Desk Lead - Northwest Florida State College

In over 50 years of service, Northwest Florida State College has earned a reputation for educational excellence and community involvement. As part of Florida's public system of 28 state and community colleges, NWFSC offers bachelor's degree programs, associate degrees, and certificates. Job Description: Lead daily Help Desk operations and coordinate support activities for full-time and part-time Help Desk staff. Monitor ticket queues and ensure timely response and resolution of incidents. Serve as the primary escalation point for complex technical issues. Coordinate assignment of service requests and workloads among support personnel. Monitor service levels, response times, and customer satisfaction metrics. Develop and maintain Help Desk procedures, documentation, and knowledge base resources. Provide advanced troubleshooting for desktop, software, Microsoft 365, and account-related issues. Assist with training, mentoring, and onboarding of support staff. Analyze support trends and recommend process improvements. Coordinate communications regarding outages and technology changes. Support technology deployments, upgrades, and special projects. Serve as backup support for Help Desk personnel during staffing shortages. Perform other duties as assigned. Health insurance for employee and dependent coverage available. College-paid basic life insurance for employee with additional coverage for employee and/or dependents at employee's expense College-paid retirement with 3% employee contribution to the Florida Retirement System (FRS) Optional dental and vision insurance at employee's expense Paid leave accrual (sick and vacation/annual leave) Paid time off for designated holidays, winter break, and spring break 36-hour, 4-day workweek (Monday - Thursday) available to many departments | 40-hour workweek | 34-hour workweek Free tickets to designated Mattie Kelly Arts Center and Raider Athletic events Requirements: Associate degree in Information Technology or a related field preferred with 2-4 years relevant work experience. Equivalent combination of education and relevant experience may be considered. Experience providing customer support, technical support, or Help Desk services preferred. Familiarity with Microsoft Windows, Microsoft 365, and common enterprise applications preferred. Strong customer service, communication, and organizational skills. Demonstrated ability to assist, coach, or support team members in a collaborative environment preferred. Familiarity with ticketing systems, service management practices, and troubleshooting methodologies preferred. Additional Information: Classification: Professional I Grant Funded : No FLSA Status: Non-exempt #J-18808-Ljbffr Northwest Florida State College