Help Desk Coordinator

Summary

Position Title

Help Desk Coordinator

Department

Information Technology

Status

Full Time/Exempt

Position Summary

• Acts as hardware and software support to the entire college community, providing technical assistance to the campus lab coordinators, faculty, and administrative staff. Responds to user requests for service and determines the nature and extent of support needed. Provides support or refers to the appropriate staff member.  
• As a member of the help desk services staff, responds to software problem calls on-site or over the phone for users. Investigates error messages and determines resolution. Reinstalls programs or replaces files that are causing errors.  
• Trains users in startup, basic and advanced use of software programs such as electronic mail and calendaring, Microsoft Office, and network operating system. 4. Maintains up-to-date expertise in the operation and application of JU’s standard software and a working knowledge of a wide variety of commonly used hardware and software.  
• May provide supervision, training, and technical guidance to students assisting the department with software support as a part of their course work. May assess and report on student progress to faculty.  
• Performs other related duties as required to accomplish the objectives of the position.

Essential Job Duties

• Requires special technical knowledge of the techniques and procedures of software and network support for multiple users.  
• Must understand installation, configuration, and troubleshooting processes for software, hardware, networking, and accessory equipment. Requires experience with personal computer equipment.  
• Must have advanced personal computer word processing, spreadsheet, and Windows skills.  
• Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.  
• Prefer a working understanding of JU and individual department operations, goals, and objectives relating to Computer & Communications Services.

Work Conditions

• Typically, inside, though sometimes outside tracking down problems. 
• Occasionally work will require some weekend/evening hours.

Physical Requirements

• Must be able to lift 30 lbs. 
• Must be able to travel for training purposes

Prerequisites Required for Position

Minimum Education Requirement

• Technical degree

Minimum Work Experience

• 1-4 years
• Experience in education a plus.

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.

All Jacksonville University employees who work on campus must be vaccinated for COVID-19. Documentation will be requested during onboarding. Our full vaccination policy is available online.

To Apply

Interested applicants, send application material to LaTarsha Stallworth at lhampto2@ju.edu.