The Help Desk Technician at Athens State University delivers Tier 1 technical support for core university technology used by students, faculty, and staff. The role focuses on timely ticket-based assistance, hands-on troubleshooting for common hardware, software, email, and learning management system issues, and clear escalation pathways when problems require deeper support from network and systems teams.

Working onsite in Athens, AL, you will help ensure end-users can stay productive across instructional technologies and desktop computing environments while following established IT service management practices.

Responsibilities

Provide technical assistance to end-users by phone, email, online, and in-person.
Manage help desk ticket intake by capturing complete contact information and a detailed issue description, then assigning support to the appropriate tier level per established protocols.
Deliver Tier 1 support that includes intake resolution and in-depth troubleshooting for hardware, software, email, and learning management system concerns, while escalating network and Banner-related issues to the appropriate team.
Recommend and refine Tier 1 troubleshooting procedures by analyzing recurring ticket patterns.
Escalate unresolved issues to systems and network staff with documented analysis and attempted resolutions.
Create self-service materials that help end-users resolve common issues independently.
Assist in developing and updating faculty, staff, and student orientation materials.
Build ongoing product knowledge and Tier 1 troubleshooting skills through hands-on work with university systems and required training.
Provide backup support for desktop system deployment and management as needed.
Maintain consistent, high-quality customer service by following established protocols and timelines, and by fostering a cooperative, collaborative atmosphere with the University community.
Proactively identify and implement opportunities for process improvement, efficiency, and end-user empowerment aligned with the University mission.
Demonstrate flexibility and sound judgment by adapting to changing work scope, solving problems independently and collaboratively, and self-monitoring performance for continuous improvement.
Follow established ITY service management practices for incident management, request fulfillment, documentation, escalation, and customer communication.
Assist with account management, password resets, multifactor authentication enrollment, and access-related issues in line with university security policies.
Support university cybersecurity initiatives by promoting secure computing practices, identifying suspicious activity, and adhering to institutional security standards and procedures.
Perform other duties as assigned.

Required Skills and Qualifications

High School Diploma or GED.
Strong computer hardware and software skills for troubleshooting hardware/software issues, including Microsoft Office Suite, web browsers, online information systems, and electronic mail.
Proficiency using Microsoft 365.
Strong critical thinking and problem solving skills.
Excellent verbal and nonverbal communication skills.
Strong organization and multi-tasking skills.
Ability to provide great customer service and technical support to a diverse audience.
Ability to accommodate a flexible work schedule including early evenings and Sunday afternoons.

Preferred Qualifications

Associate’s or Bachelor’s Degree in a technology-related field.
Work experience in a higher education setting supporting instructional technologies such as learning management systems, online courses, lecture capture, online storage, and portals.
Experience using a work order ticketing system.
Experience developing instructional training materials on various topics.

Technologies

Microsoft Office Suite
Web browsers
Online information systems
Electronic mail
Microsoft 365
Learning management system
Banner

Working Conditions

Must be able to remain in a stationary position for 65% of the time.
Occasionally performs duties requiring time in low posture positions such as crawling, crouching, kneeling, and stooping.
Must be able to adjust or move objects up to 25 pounds in all directions.
Requires frequent communication.
Frequently performs tasks that use repeating motions of the wrists, hands, and/or fingers.
Requires clarity of vision for frequent use of computers and other technological devices.
After-hours and weekends may be required as needed.

Compensation and Schedule

Salary Band: N270.
Salary will be commensurate with experience and qualifications.
Open until filled: Yes.

Help Desk Technician