Help Desk Specialist

Job Title: Help Desk Specialist

Department: Office of Information Technology

Position Reports to: Manager of Client Services

Effective Date: 09/04/2025

Position Class/Position: Exempt/Full-Time

Job Summary

Under the supervision of the Manager of Client Services, The OIT Administrative Assistant will be responsible for providing administrative and technical support to the OIT Help Desk.

Day-to-day responsibilities include managing schedules and meetings, answering phones, responding to emails, identifying, and prioritizing items for action, planning and executing office administration. The OIT Administrative assistant will also handle procurement of computer, printer and other IT peripheral quotes and office supplies.

The OIT Administrative Assistant will have the capability to deal with a diverse group of important external callers and visitors as well as internal contacts at all levels within the University. Independent judgment is required to plan, prioritize, and organize a diversified workload

In addition to the administrative component, the OIT Administrative Assistant will also provide backup support to the OIT Helpdesk. These duties will include but not be limited to checking the Helpdesk emails and voicemail, activating accounts, changing passwords, connecting users to DolphinNet, technical documentation production, and handling Symantec Encryption issues.

Assist with managing the CIO calendar and meetings. De-conflicting scheduling challenges associated with serving multiple senior level organizational leaders. This position is also expected to build and maintain good working relationships with other staff members, including administrative staff, middle managers, faculty, students, community leaders.

Supervisory Responsibilities: none

Duties/Responsibilities: Communication/Customer Service:

Screens and answers and routes telephone calls; conveys information both orally and in writing; answers inquiries from parents, staff, students, and other clients regarding OIT departmental rules, regulations, policies and procedures; greet and direct visitors; provides materials and initiates requests for information when required.

Required Skills/Abilities:

Managing administrative processes

Problem assessment, problem solving and analytical skills

Communication skills - written, verbal and listening

Prioritizing

Attention to detail and accuracy

Computer skills - proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)

Planning, organizational and time management

Working with budgets

Ability to maintain high level of confidentiality

Strong Commitment to team environment dynamics

Must be able to multi-task, be a self-starter with good initiative and use good judgment

Education, Certificates, Licenses, and Experience:

Minimum Education Requirement: High School Diploma or equivalent

Minimum Work Experience: Two years related administrative office experience

Physical Requirements:

Must be able to lift and carry equipment and supplies weighing up to 30 pounds

Must be able to bend, stoop and reach

Must be able to sit or stand for extended periods of time

Near vision sufficient to read written communications and computer display screens

Adequate hearing to communicate effectively in person and by phone

Manual dexterity to efficiently operate a computer keyboard and other business machines

Important Note

This is not an exhaustive list of all responsibilities, duties, and/or skills required for this position. The University reserves the right to amend and change responsibilities to meet organizational needs.

Acknowledgment

I acknowledge receipt and understanding of this job description. I verify that I am capable of and willing to fulfill all essential functions of this position. I am willing to be flexible and willing to do various jobs that are not listed, as the need arises.