Help Desk Tech

Job Summary

Provide first‑line technical support for faculty, staff, and students. Act as a bridge between initial triage and advanced technical support, ensuring issues are accurately diagnosed, documented, and resolved or escalated efficiently. Deliver excellent customer service with professionalism and clarity.

Lakeland Main Campus (Lakeland, FL 33801)

• Provide technical assistance and support for issues related to computer systems, software, and hardware.
• Respond to issues in person, on the phone, or through remote support tools.
• Install, modify, and repair computer hardware and software.
• Troubleshoot and resolve problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other wired and wireless networking systems.
• Follow‑up with users to ensure issues are resolved.

All remaining duties are considered “nonessential” within the context of the ADA and may be reassigned or accommodated as appropriate.

• Required
  
  Education:
  
  High School / GED
• Preferred Education: Associate’s Degree in Computer Science, Business, or Information Technology
• Required Experience: One year of helpdesk‑related experience
• Preferred Experience: Two or more years of helpdesk‑related experience
• Required
  
  Certifications:
  
  IT technical certificates preferred (A+ certification)
• Required Knowledge &
  
  Skills:
  
  
  • IRM knowledge and experience with a Microsoft Windows Active Directory domain.
  • On‑call availability.
  • Proficiency in Microsoft Office suite.
  • Knowledge of Windows, Apple, and Android operating systems.
  • Ability to multitask.
  • IT experience in a professional/business environment.
• Preferred Knowledge &
  
  Skills:
  
  
  • Proficiency in Mac OS and iOS.
  • Proficiency in Microsoft Windows.
  • Experience in higher education processes and procedures.

Lift 30 to 40 pounds.

Schedule:

Monday–Friday, 8:00 a.m. – 4:30 p.m.
Travel:
None

Reports to:

IT Director Help Desk.