Help Desk Assistant

Lehigh University's Information Technology Services division is looking for a resourceful, people-first technologist to join the Help Desk team - the frontline of technology support for students, faculty, and staff across one of the nation's leading research universities.

Position Number: S82720

This position is a Grade: 8 - 37.5 with an approximate salary range of $44,600-$53,530 and is subject to change based on experience, skills and qualifications.

Key Accountabilities

* Serving as the first point of contact for technology support across phone, email, chat, text, in-person, and remote connection channels

* Troubleshooting and resolving a broad range of technical issues efficiently, ensuring users are back up and running with minimal disruption

* Routing complex or unresolved cases to the appropriate team or specialist, with clear handover notes and context

* Communicating ITS policies and procedures clearly and professionally to a diverse university community

* Documenting every interaction, troubleshooting step, and resolution accurately within the ticketing system to support team knowledge and service continuity

* Identifying recurring issues and escalating patterns that may indicate broader technical problems requiring attention

* Supporting onboarding and orientation for new users by providing guidance on university systems, tools, and resources

* Contributing to Help Desk project work, including service improvement initiatives and the development of support documentation and knowledge base articles

* Assisting with the daily operational rhythm of a busy, high-volume Help Desk, including queue management and prioritization during peak periods

Qualifications

* High School Diploma or GED;
Bachelor's Degree preferred

* One to three years of work related experience

* Demonstrated experience in a customer-facing technical support or Help Desk environment

* Solid troubleshooting ability across common operating systems, applications, and network connectivity issues

* Clear written and verbal communication skills - you can translate technical language for non-technical users

* Composure and accuracy in a high-volume, multi-channel support setting

* Commitment to thorough documentation practices and process consistency

* Ability to work weekends and evenings as assigned

Why Lehigh

Lehigh University offers more than a job - it offers a place to grow within a community that values both intellectual curiosity and genuine service. As part of Information Technology Services, you'll work alongside colleagues who take pride in keeping the university running smoothly. Lehigh supports its staff with above-standard superannuation contributions, generous leave entitlements, access to tuition benefits, and a campus environment that fosters continuous learning.

You'll have real visibility into how technology shapes the academic experience, with opportunities to contribute to meaningful project work beyond day-to-day support.

Lehigh University is an equal opportunity employer and does not discriminate. We are committed to a culturally and intellectually diverse community and we seek qualified candidates to contribute to the university's mission.

Persons with disabilities who anticipate needing an accommodation for any part of the interview or hiring process may contact Lehigh's Accommodations Specialist.

Special Considerations

* This position has direct contact with minors, therefore a background check is required.

* The duties of the position do not allow for a remote work option; the employee in this position will be required to work on campus where they can be fully accessible to the Lehigh community.

* Standard hours are 8:00 AM - 4:30 PM (or 8:30 AM - 5:00 PM); occasional evening or weekend coverage is required for special events/peak times (typically only 2-3 occurrences per semester).

Successful completion of standard background checks including but not limited to: social security verification, education verification, national criminal background checks, motor vehicle checks, PATCH, FBI fingerprinting, Child Abuse Clearance and credit history based upon the requirements of the position.

Only complete applications will be considered therefore please complete the application in its entirety. Once the posting is removed from the website applications may no longer be allowed to be completed.