IT Service Desk Specialist

Westcliff University is seeking an IT Service Desk Specialist to provide first-line technical support to students, faculty, and staff. The IT Service Desk Specialist will serve as a primary point of contact for technology-related questions and support requests, helping users resolve common hardware, software, application, account access, and connectivity issues.

This is a Tier 1 IT support role focused on timely ticket resolution, customer service, user account assistance, and accurate documentation. The position will work closely with the Westcliff University IT team and will receive training on Westcliff-specific systems, procedures, and support processes.

The role will primarily manage support requests through the Team Dynamix ticketing platform and provide support for technologies including Google Workspace, Okta, Zoom, Windows, and related university systems.

• Serve as the first point of contact for IT support requests from students, faculty, and staff.
• Monitor, manage, prioritize, and resolve assigned tickets in the Team Dynamix ticketing system.
• Provide professional and timely technical support through ticketing, email, phone, chat, and remote support tools as applicable.
• Provide basic support for Google Workspace, including Gmail, Google Drive, Calendar, Docs, and related services.
• Assist users with Google account password resets, account recovery, and basic access issues.
• Provide first-level support for Okta, including login, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and basic account access issues.
• Provide basic Zoom support, including user access, meeting-related issues, and common configuration or troubleshooting requests.
• Assist students with basic access and technical questions related to GAP courses and associated systems.
• Support users with Windows computers and common desktop applications.
• Verify user identity and follow established security procedures before performing password resets or account changes.
• Document troubleshooting steps, communications, and resolutions clearly within the ticketing system.
• Escalate issues that cannot be resolved at Tier 1 to the appropriate IT team with complete and accurate documentation.
• Follow established IT policies, procedures, security practices, and service standards.
• Maintain a high level of customer service and communicate technical information clearly to non-technical
• users.
• Identify recurring issues and contribute to knowledge base articles, FAQs, and support documentation.
• Participate in training and ongoing development to maintain familiarity with university systems and technologies.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 1-3 years of professional experience in IT support, help desk, service desk, desktop support, or technical support.
• Experience troubleshooting Windows computers, software, and common user issues.
• Experience supporting cloud-based applications and user accounts.
• Familiarity with Google Workspace and/or Microsoft 365.
• Basic familiarity with identity and access management concepts such as SSO and MFA.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal English communication skills.
• Strong customer service and interpersonal skills.
• Ability to manage multiple tickets and priorities while maintaining attention to detail.
• Ability to work effectively in an on-site team environment.

• Experience with Okta or another identity and access management platform.
• Experience supporting Zoom or other video conferencing platforms.
• Experience using Team Dynamix or another IT service management/ticketing platform such as Service Now, Jira Service Management, Zendesk, or Fresh service.
• E…