Help Desk Support Associate

Overview

Position Title:

Help Desk Support Associate

Employer:

College of Lake County

Status:
Full Time

The Help Desk Support provides Tier 1 support to users of computers and related equipment throughout the College. The role assists students, faculty, and staff with training on and productive operation of hardware and software, and reports to the Manager, Help Desk.

• User Support (60%) – Consistently provides excellent customer service for students, faculty, staff, and other constituents. Troubleshoots and resolves hardware, software, peripherals, and networking issues in person, by phone, email, and chat. Uses effective troubleshooting to identify root cause. Escalates issues after an appropriate interval or when specialist expertise is required. Identifies and leverages opportunities to improve productivity by providing just-in-time training on operation of hardware, software, and peripherals.
  
  Assists other Technology Support staff in resolving issues at their root cause.
• Issue and Ticket Management (20%) – Documents and maintains all support requests in the ticketing system. Transfers, escalates, and closes tickets as appropriate. Keeps customers updated on status, ensures customer satisfaction at ticket closure. Analyzes interactions and shares reports to observe trends and suggest process improvements.
• Other Duties (20%) – Communicates outages, upgrades, and technology-related changes in a timely and tactful manner. Maintains up-to-date knowledgebase information. Assists in developing and enforcing standards and acceptable use policies. Supports special projects and acts as IT liaison between faculty and staff. Models institutional policies and standards. Participates in performance management and continuous improvement. Performs other duties as assigned.

• Bachelor's Degree or higher OR Associate's Degree or higher with 6 months of IT experience OR 2 years of IT experience, with at least 1 year in a technology support role.
• Effective verbal and written communication skills
• Ability to work with a diverse set of customers and a focus on diversity, equity, and inclusion
• Commitment to staying up-to-date with technology trends
• Positive, high-energy, professional demeanor
• Ability to work well on a team and contribute to high performance
• Prioritization and deadline-driven with ability to handle multiple tasks and maintain confidentiality
• Strong organizational skills and attention to detail
• Ability to explain technical concepts to non-technical users
• Problem-solving, analytical thinking, and decision-making abilities
• Ability to travel between campuses as needed
• Proven ability to work with diverse cultures and abilities

• Higher Education experience, ideally in a community college
• Focus on student success
• Ability to build and maintain relationships with internal and external stakeholders
• Video creation/editing experience (Panopto, Adobe Premiere, You Tube, etc.)
• Bilingual in English and Spanish
• Strong analytical skills
• Interest in improving processes and procedures continually
• Ability to manage projects as needed

Monday-Friday, 12:30 PM - 9:00 PM

Note:

Adjustments may be necessary to meet the needs of the college.

Hourly Pay: $19.75/hour

Full-Time:
Yes

Total Hours Per Week: 40

Position Type:
Staff

Job Family:
Specialist

Posting Date: 02/06/2026

Expected

Start Date:

03/16/2026

Location:

Grayslake Campus

Department:
Help Desk Department

College of Lake County is an Equal Opportunity Employer with a policy of non-discrimination. Qualified applicants are considered without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history).