Helpdesk Support Specialist

Scope of Position The Helpdesk Support Specialist is the first point of contact for technology support needs at Lewis and Clark Community College, supporting an inclusive and welcoming experience for faculty, staff, and students. This role ensures that faculty, staff, and students receive timely, courteous, and accurate assistance by managing incoming calls, emails, and ticket submissions. The Specialist triages issues, assigns tickets, troubleshoots problems, documents steps taken prior to escalation, and maintains clear, respectful communication with college community members and IT staff. In support of the College’s mission and commitment to equitable access to technology, this position delivers a service-oriented approach to technology support and collaborates with IT colleagues to meet campus needs. When coverage and ticket volume permits, this role also supports field technicians with on site tasks. The expected hours of operation for this position is Monday - Friday from 7:45 a.m. - 4:15 p.m. with a one hour lunch break. Key Measurable Expectations (KMEs) Serve as a primary responder for helpdesk phone calls, emails, and walk-in requests. Create, categorize, and assign support tickets within the ITSM system, ensuring accurate documentation and timely routing to support effective resolution. Provide initial troubleshooting and guidance for common technology needs, including account access, password resets, multifactor authentication, basic software questions, printer issues, etc. Use remote support tools, when appropriate, to assist users efficiently and with care. Thoughtfully escalate support requests based on complexity and priority, collaborating with IT colleagues to ensure continuity of service. Maintain clear, timely, and respectful communication with the College community throughout the lifecycle of each support request. Monitor ticket queues to support timely updates and Service Level Agreement (SLA) compliance. Contribute to the maintenance and continuous improvement of Knowledge Base articles for common issues. Provide assistance and backup support to technicians in the field as needed, contributing to a collaborative and responsive IT support environment. Represent IT with professionalism, empathy, and a service-oriented approach that reflects the College’s mission, values, and commitment to equitable access to technology. Minimum Training and Experience Required to Perform Essential Job Functions High school diploma or equivalent. One year of customer service experience (call center, retail, administrative support, or similar). Basic understanding of computers mobile devices, and common software applications. Strong communication skills and the ability to explain simple technical concepts. Possession of a valid driver’s license and the ability to travel between college locations as required. Physical Demands Prolonged periods of sitting at a desk and working on a computer. The ability to lift up to 20lbs occasionally. Preferred Qualifications Coursework or certificate in IT, Computer Support, or related field. Experience with IT ticketing systems. CompTIA A+ or similar entry-level certification. Experience utilizing IT Service Management (ITSM) ticketing systems. Team Members can expect a competitive salary that is commensurate with qualifications and experience, while also considering internal equity, along with an excellent benefits package. Lewis & Clark Community College is an Equal Opportunity Employer and Affirmative Action Employer. In compliance with the Americans with Disabilities Act, LCCC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. It is also the policy of the College to prohibit and form of harassment based on an individual’s protected status, such as gender, color, race, ancestry, religion, national origin, age, disability, marital status, veteran status, citizenship status, sexual orientation or other protected group status as defined by law. Lewis and Clark Community College provides a complete benefits package to full-time team members, which includes: Accrued vacation leave, board approved holiday break, summer schedule with reduced work week, 13 holidays + 1 floating holiday, personal leave, and sick leave; Health, Dental, Vision, Life insurance and Long-term Disability; Retirement through State Universities Retirement Systems (SURS); Tuition Benefits; Discounts at local stores and restaurants; Employee Assistance Program; Senior Caregiver Assistance Program. #J-18808-Ljbffr Socket