Help Desk Support Assistant

What you’ll get

Join Lenoir–Rhyne University as a Help Desk Support Assistant and be the first point of contact for people across campus. This onsite role in Hickory, North Carolina supports faculty, staff, and students through everyday IT help desk needs, from password resets to ticket routing. You will work with the university’s IT team and help keep the IT Service Lobby running smoothly, creating a more welcoming, responsive support experience for everyone.

Responsibilities

• Answer incoming calls to the IT Help Desk in a professional and courteous manner.
• Staff the IT Service Lobby and provide exceptional customer service.
• Assist faculty, staff, and students with password resets and account unlocks.
• Create, update, and manage support tickets in the IT ticketing system.
• Gather relevant information and route tickets to the appropriate IT technician.
• Monitor the Help Desk queue and provide customers with updates as requests progress.
• Coordinate computer pickups, equipment returns, and basic inventory tracking.
• Maintain a clean, organized, and welcoming IT Service Lobby.
• Perform other administrative and customer service duties as assigned.

Requirements

• Experience working in an IT office.
• Excellent customer service and communication skills.
• Basic computer proficiency, including Microsoft Office applications and web-based tools.
• Ability to multitask while maintaining professionalism.

Preferred qualifications

• Previous customer service or front desk experience.
• Experience with a help desk or ticketing system.

Tools you’ll use

You’ll support users using Microsoft Office applications, web-based tools, and the IT ticketing system.

Work schedule

Standard work hours are Monday through Friday, 10 a.m. to 7 p.m. Occasional extended hours may be required.

Physical requirements

• Prolonged periods of sitting and working at a computer and standard office equipment.
• Occasional lifting of equipment up to 50 pounds.

Behavioral expectations

• Maintain high ethical standards, integrity, and confidentiality in all aspects of the position.
• Contribute to a professional, respectful, diverse, equitable, and inclusive work environment.
• Treat all individuals with dignity, respect, and professionalism.
• Comply with all university policies, procedures, and applicable federal, state, and local laws and regulations.

How to apply

During the application, candidates will be prompted to submit:

• Resume
• Cover letter