Help Desk Representative Tier 1

The Help Desk Representative Tier 1 at Blackwood Campus provides first-level technical support for campus users, handling inquiries and troubleshooting across hardware and software. Support is delivered in person, by phone, or electronically, with issues diagnosed, documented, and routed through standard help desk processes.

Role Overview

• Provide technical assistance to users in person, via phone, or electronically.
• Diagnose and resolve hardware and software issues following established help desk procedures.
• Log and route requests, documenting resolutions and tracking problem status.
• Administer help desk software and prepare activity reports.
• Stay current with system information, changes, and updates.

Key Responsibilities

• Respond to technical assistance requests in person, via phone, or electronically.
• Research questions using available information resources.
• Advise users on appropriate next steps.
• Follow standard help desk procedures for each interaction.
• Log all help desk interactions and maintain accurate documentation.
• Redirect issues to appropriate resources when needed.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Prepare activity reports reflecting help desk activity.
• Support coverage with a flexible work schedule, including occasional night and weekend support.

Minimum Qualifications

• Associate’s degree or equivalent work experience.
• Proven customer support experience.
• Oral and written communication skills.
• Excellent interpersonal skills with a customer service focus.
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Knowledge of relevant call tracking applications.
• Ability to collaborate in a team environment.
• A flexible work schedule required with occasional shift changes.

Education

• Associate’s degree or equivalent work experience.

Schedule

• Part time position requiring a flexible schedule, with occasional shift changes and support coverage during nights and weekends.

Pay and Location

• Location: Blackwood, NJ (onsite)
• Salary: USD 20 per hourly
• Job Type: part time

Benefits

• Retirement plan.
• Short-term disability plan.
• Paid time off policy, including paid holiday time.
• Employee Assistance Program (EAP).
• Tuition reimbursement.
• Tuition waiver programs.
• Professional development opportunities.

Application Details

• Published Salary Range: $20.00/hour
• Job Open Date: 08/17/2026
• Job Close Date: Open Until Filled Yes
• Application Types Accepted: Main App - Applicant