Help Desk Manager​/Level One

Job Description

We are seeking a dependable and customer-focused Helpdesk Manager to serve as the primary Level 1 IT support resource. This role is stationed at the front desk and is the first point of contact for all technical support needs, including walk‑in requests, incoming calls, and IT Services email inquiries. The ideal candidate is an excellent communicator, has good working knowledge of IT concepts and systems, and can use familiar language to explain technical concepts.

• Serve as the front‑line support for all IT requests, including walk‑ins, phone queue, helpdesk email, and ticketing system.
• Triage, prioritize, and troubleshoot basic hardware, software, and connectivity issues, escalating when necessary.
• Monitor and manage the ticketing system, ensuring timely responses and adherence to service level agreements (SLAs).
• Review security alerts and escape potential threats to the appropriate team members.
• Document issues, resolutions, and trends to support continuous improvement.
• Evaluate support processes, SLA performance, and workflows, recommending changes to improve efficiency and outcomes.
• Perform other duties as assigned.

• Associate’s degree in information technology or a related field with at least one year of IT end‑user support/helpdesk experience.
• Previous experience in a helpdesk or IT support role, especially in a Microsoft environment.
• Familiarity with ticketing systems, call queue systems, and SLA tracking.
• Experience supporting end‑user devices (Windows PCs, printers, mobile devices, etc.).
• Exposure to cybersecurity security alerting tools.
• Associate degree preferred.
• Citizenship, residency, or work visa required.

Position Type: Full‑time

Salary: $32,000 to $35,000 Per Year

Job Categories: Support Staff >
Computer Support

• Cindy Keenom
• 1515 Pioneer Drive
• Harrison, AR 72601
• Phone:
• Email: cynthia.keenom