Help Desk Technician I

The University of Southern Mississippi seeks a Help Desk Technician I to provide technical support through the Help Desk and support day-to-day desktop and personal computer troubleshooting. This onsite role in Hattiesburg, MS also includes cross-training opportunities with Desktop Technicians and participation in a variety of IT projects across iTech and the university.

Job Overview

In this position, you will respond to customer inquiries, investigate desktop-related issues, and either resolve problems or coordinate next steps with available support staff. You will also help manage the work order queue, keep customers informed on status, and maintain accurate work order logs to support continuous improvement of help desk procedures.

Key Responsibilities

• Provide diagnostic customer support for desktop and personal computer related problems through telephone, email, web, remote, and other communication methods.
• Identify the source of issues, resolve problems when possible, or coordinate resolution with appropriate support personnel.
• Support timely issue handling by helping manage the work order queue and facilitating prompt resolution.
• Update customers with current status and information related to their work orders.
• Record events, problems, and resolutions in work order logs to help inform procedural improvements.
• Share customer feedback and recommendations with the appropriate internal team(s).
• Assist Help Desk Technician II(s) with training new employees.
• Maintain cooperative, mutually supportive relationships between Help Desk Technicians and Desktop Technicians.
• Report issues to the Customer Service Manager or Technology Support Services Director.
• Collaborate with other teams within iTech on IT projects.
• Provide IT support during campus events, including student orientation and registration.
• Administer certain software products, including work order software, remote assistance, and virus scan tools.
• Contribute to the knowledge base used by employees.
• Continue building technical knowledge through coursework, workshops, seminars, and reading.
• Perform other duties as assigned.

Required Qualifications

• Option 1: Associate’s degree from an accredited college or university in a computer-related field plus at least two years of experience in a desktop support position.
• Option 2: High school diploma or GED plus at least four years of experience in a desktop support position.
• Directly related experience may substitute for education on a year-for-year basis.

Preferred Qualifications

• A+ Certification

Technologies

• Microsoft Office Suite
• Work order software
• Remote assistance
• Virus scan

Knowledge, Skills, and Abilities

• Telephone customer relations skills and experience
• Excellent written and verbal communication
• Ability to maintain high customer satisfaction
• Ability to perform effectively in stressful situations
• Proven ability to multi-task
• Proficient in technology-related diagnostics and analysis
• Proficient with Microsoft Office Suite products
• Strong work ethic and ability to manage multiple priorities while adapting to change in a fast-paced environment

Compensation and Location

Location: Hattiesburg, MS, United States (onsite)

Pay: USD 14 - 19 per hour

Application Instructions

• Please include references.
• Applicants must be currently authorized to work in the United States on a full-time basis without the need for visa sponsorship.
• The University will not sponsor work visas (e.g., H-1B).