Help Desk Lead

In over 50 years of service, Northwest Florida State College has earned a reputation for educational excellence and community involvement. As part of Florida's public system of 28 state and community colleges, NWFSC offers bachelor's degree programs, associate degrees, and certificates.

• Lead daily Help Desk operations and coordinate support activities for full-time and part-time Help Desk staff.
• Monitor ticket queues and ensure timely response and resolution of incidents.
• Serve as the primary escalation point for complex technical issues.
• Coordinate assignment of service requests and workloads among support personnel.
• Monitor service levels, response times, and customer satisfaction metrics.
• Develop and maintain Help Desk procedures, documentation, and knowledge base resources.
• Provide advanced troubleshooting for desktop, software, Microsoft 365, and account-related issues.
• Assist with training, mentoring, and onboarding of support staff.
• Analyze support trends and recommend process improvements.
• Coordinate communications regarding outages and technology changes.
• Support technology deployments, upgrades, and special projects.
• Serve as backup support for Help Desk personnel during staffing shortages.
• Perform other duties as assigned.
• Health insurance for employee and dependent coverage available.
• College-paid basic life insurance for employee with additional coverage for employee and/or dependents at employee's expense
• College-paid retirement with 3% employee contribution to the Florida Retirement System (FRS)
• Optional dental and vision insurance at employee's expense
• Paid leave accrual (sick and vacation/annual leave)
• Paid time off for designated holidays, winter break, and spring break
• 36-hour, 4-day workweek (Monday - Thursday) available to many departments | 40-hour workweek | 34-hour workweek
• Free tickets to designated Mattie Kelly Arts Center and Raider Athletic events

• Associate degree in Information Technology or a related field preferred with 2-4 years relevant work experience. Equivalent combination of education and relevant experience may be considered.
• Experience providing customer support, technical support, or Help Desk services preferred.
• Familiarity with Microsoft Windows, Microsoft 365, and common enterprise applications preferred.
• Strong customer service, communication, and organizational skills.
• Demonstrated ability to assist, coach, or support team members in a collaborative environment preferred.
• Familiarity with ticketing systems, service management practices, and troubleshooting methodologies preferred.

Classification:Professional I

Grant Funded
:
No

FLSA Status:Non-exempt