Help Desk Assistant

Lehigh University’s Information Technology Services (ITS) is hiring a Help Desk Assistant to support students, faculty, and staff as a first line of technology help. In this onsite role in Bethlehem, PA, you’ll handle requests across multiple communication channels, troubleshoot issues, document outcomes in a ticketing system, and escalate more complex cases when needed.

What you’ll do

• Act as the first point of contact for technology support via phone, email, chat, text, in-person, and remote connection channels.
• Troubleshoot and resolve a wide range of technical problems efficiently to minimize disruption for users.
• Route complex or unresolved issues to the appropriate team or specialist, including clear handover notes and relevant context.
• Explain ITS policies and procedures clearly and professionally to a diverse university community.
• Document each interaction, troubleshooting step, and resolution accurately in the ticketing system to support service continuity and team knowledge.
• Spot recurring issues and escalate patterns that may indicate broader technical problems.
• Support onboarding and orientation by guiding new users to university systems, tools, and resources.
• Participate in Help Desk project work, including service improvement initiatives and the creation of support documentation and knowledge base articles.
• Help manage the daily operations of a high-volume Help Desk, including queue management and prioritization during peak periods.

What you bring

• High School Diploma or GED; a Bachelor’s Degree is preferred.
• One to three years of related work experience.
• Proven experience in a customer-facing technical support or Help Desk environment.
• Strong troubleshooting ability across common operating systems, applications, and network connectivity issues.
• Clear written and verbal communication skills, including the ability to translate technical information for non-technical users.
• Composure and accuracy in a high-volume, multi-channel support setting.
• Commitment to thorough documentation practices and consistent processes.
• Ability to work weekends and evenings as assigned.

Schedule and location

• Location: Bethlehem, PA (onsite)
• Standard hours: 8:00 AM - 4:30 PM (or 8:30 AM - 5:00 PM)
• Occasional evening or weekend coverage for special events or peak times, typically 2-3 occurrences per semester.

Pay and benefits

• Salary: USD 44,600 - 53,530 per year
• Above-standard superannuation contributions
• Generous leave entitlements
• Access to tuition benefits
• Campus environment focused on continuous learning

Important considerations

• This position has direct contact with minors, so a background check is required.
• The duties of the role do not allow for a remote work option; you will need to work on campus to be accessible to the Lehigh community.
• Successful completion of standard background checks, which may include: social security verification, education verification, national criminal background checks, motor vehicle checks, PATCH, FBI fingerprinting, Child Abuse Clearance, and credit history based on the requirements of the position.