IT Help Desk Specialist

Rockford University is seeking an IT Help Desk Specialist to deliver frontline technology support on-site in Rockford, IL. In this role, you will troubleshoot malfunctioning equipment, manage support requests through a ticketing workflow, and support audio and visual needs for events and day-to-day staff support. Alongside the day-to-day impact, you’ll have access to comprehensive benefits designed to support your health, finances, and long-term goals.

What you’ll do

• Use and maintain a work order tracking system, ensuring work orders are entered and updated from start to completion.
• Handle a wide range of technical support tasks, including installation of computer hardware and software and troubleshooting issues across desktop computers, laptops, printers, projectors, mobile phones, and desk phones.
• Support Audio/Visual requirements for events and meetings, including setup and breakdown as needed.
• Provide audio/visual support that may include inventory control, configuration, repair, recording, and additional equipment requirements.
• Perform installations, upgrades, and backups for software and hardware applications.
• Maintain personal computer workstations, productivity applications, anti-virus software, utilities, and workstation LAN connectivity.
• Troubleshoot both software and hardware failures and identify network problems when they occur, assisting the Network Administrator as needed.
• Answer and log incoming calls, working to close open tickets and coordinate follow-up.
• Plan, install, maintain, and support PC workstations and LAN, including maintaining network productivity application software (Microsoft Office, Anti-Virus, etc.) across distributed systems.
• Manage incoming issues and requests, coordinate task completion, and assist staff with user support related to systems.
• Consult and provide frontline support services to senior-level staff.
• Communicate ticket information clearly and effectively to support staff across multiple organizations and to customers.
• Support and maintain desk phones and the directory information in the phone switch.
• Follow pre-set definitions for tasking, assign tickets to resources as needed, and follow up on completion.
• Assist with maintenance of software product and license records and help ensure compliance with software copyright laws and regulations.
• Assist in the development of user training and research and investigate new LAN and PC workstation designs and productivity application products.
• Set up and operate audio and video equipment for concerts, sports events, meetings and conventions, presentations, and news conferences.

What you bring

• Customer Service skills
• Strong troubleshooting skills
• Interpersonal and professional communication skills
• Organizational skills
• Two year degree (or equivalent experience) in information technology
• 1-2 years experience in information technology
• A+ certification preferred
• Associate preferred
• CompTIA A+ preferred

Benefits at Rockford University

• Medical, dental, and vision insurance
• Flexible savings options to manage healthcare and dependent care costs
• Life, AD&D, and disability insurance
• 403(b) plan with employer contributions
• Access to the Employee Assistance Program
• Tuition remission for full-time and part-time employees, their spouses, and dependents
• Generous paid time off
• 401(k) and 401(k) matching
• Employee discount
• Flexible spending account and Health savings account
• Dental insurance, Health insurance, Life insurance, Paid time off, Retirement plan, Tuition reimbursement, and Vision insurance

Job details

• Location: Rockford, IL (in person)
• Job type: Full-time, non-exempt
• Pay: $19.00 - $19.25 per hour (hourly rate listed as $19.00)

How to apply

Please submit your resume, a cover letter indicating salary requirements, and a list of three professional references to [email protected]. Review of resumes will begin immediately and continue until the position is filled.