Help Desk Specialist

Job DescriptionThe Part-Time IT Help Desk Support position provides front-line technical assistance to Iona University students, faculty, and staff during Help Desk hours of operation. This position is responsible for providing courteous and timely in-person and telephone support, troubleshooting common technology issues, documenting service requests, and escalating issues when necessary.The ideal candidate is customer-service oriented, dependable, comfortable working with technology, and able to communicate technical information clearly to users with varying levels of technical experience.Duties and ResponsibilitiesProvide in-person and telephone technical support to students, faculty, and staff for University-supported technology, applications, hardware, software, and services.Diagnose and troubleshoot common hardware, software, printing, connectivity, account, and application issues.Create, update, and manage support tickets using the University's Help Desk ticketing system, ensuring that issues and resolutions are documented accurately.Resolve routine technical issues and appropriately escalate problems requiring additional technical expertise.Assist users with University accounts, email, Wi-Fi, printing, classroom technology, and other supported systems and services.Monitor and troubleshoot technology in classrooms and other University spaces, including workstations, displays, projectors, audiovisual equipment, printers, and related devices.Assist with the setup, installation, configuration, and basic maintenance of computers, peripherals, and other IT equipment as needed.Help maintain Help Desk equipment, work areas, and technology inventory.Provide basic guidance to users on University technology resources and recommended practices.Communicate service interruptions, recurring problems, and other significant technical issues to appropriate IT staff.Maintain a professional, courteous, and customer-focused environment when assisting members of the University community.Assist with supervising and providing guidance to student Help Desk workers when needed.Perform other technology-related duties as assigned by the supervisor, manager, and/or department head.Work schedules may change based on the academic calendar, Help Desk coverage requirements, University events, and departmental staffing needs.Work ScheduleThis is a part-time position with hours scheduled based on departmental needs and Help Desk coverage. The schedule is subject to change to accommodate the University's academic calendar, events, and staffing requirements.Required QualificationsStrong customer service and interpersonal skills.Basic knowledge of computer hardware, software, operating systems, and common technology troubleshooting.Familiarity with Microsoft Windows and Microsoft 365 applications.Ability to learn University-specific applications, systems, and technology procedures.Ability to communicate technical information clearly and professionally to both technical and non-technical users.Strong problem-solving and troubleshooting skills.Ability to work independently while also functioning effectively as part of an IT support team.Ability to prioritize multiple requests and follow established procedures.Dependable, punctual, and able to maintain a consistent part-time work schedule.Preferred QualificationsPrevious Help Desk, desktop support, technical support, or customer service experience.Experience working in a higher education or academic environment.Experience with IT ticketing systems.Familiarity with classroom and audiovisual technology.Associate degree in Information Technology, Computer Science, or a related field preferred, or an equivalent combination of education and relevant experience.Visa sponsorship is not available for this position.About Iona/EEO Statement:Founded in 1940, Iona University is a private, Catholic, coeducational institution of learning in the tradition of the Edmund Rice Christian Brothers. Iona is a growing, highly accredited institution located just 20 miles north of Midtown Manhattan, with campuses in New Rochelle, Bronxville, and a new location in County Mayo, Ireland. With over 4,000 students, Iona offers small classes, engaged faculty, and a wide range of programs across the School of Arts & Science, the LaPenta School of Business (AACSB accredited), the NewYork Presbyterian Iona School of Nursing & Health Sciences, and the Hynes Institute for Entrepreneurship & Innovation.Recognized by The Princeton Review, The Wall Street Journal, Forbes, and U.S. News & World Report, Iona is nationally ranked for academic quality, social mobility, and long term return on investment. The University’s continued growth and rising reputation reflect its commitment to academic excellence, innovation, service, and opportunity.Iona University values and celebrates diversity and is committed to providing a welcoming and inclusive environment for all employees and applicants for employment. Iona is an equal opportunity employer. All qualified applicants will be considered free from discrimination based on any legally protected characteristic under applicable federal, state, or local laws. Iona University encourages applications from qualified candidates of all backgrounds. #J-18808-Ljbffr