Help Desk Specialist
Help Desk Specialist
Help Desk Specialist
Fort Wayne, Indiana
Summary
The Help Desk Specialist plays a critical frontline role in delivering
exceptional technology support to Trine University's students, faculty, staff,
and guests of the Brooks College of Health Professions in Fort Wayne, IN. This
position is responsible for travel to branch campuses in Michigan, Arizona,
and Virginia. The Help Desk Specialist provides friendly, knowledgeable
assistance across a wide range of IT services—serving both remotely and in
person. The role demands a proactive mindset, strong problem-solving skills,
and the ability to thrive both independently and collaboratively in a fast-
paced support environment.
This is a full-time, hourly role with a regular schedule of Monday through
Friday, 7:00 AM to 4:00 PM, with occasional evening or weekend hours as needed
(and compensated). The position reports to the Help Desk Assistant Manager
Essential Duties and Responsibilities
Provide end-user support via phone, email, remote tools, and in-person
assistance for all campus-supported technologies.
Monitor and manage Help Desk tickets: document progress, communicate with
stakeholders, and ensure timely resolution following departmental
guidelines.
Troubleshoot and resolve issues related to hardware, software, network
access, and peripheral devices.
Install, configure, and support PCs, printers, software applications, and
other hardware for end users and campus labs.
Support personal devices used by faculty, staff, and students, including
basic troubleshooting for privately-owned computers.
Develop and maintain end-user documentation; deliver training and
onboarding sessions for students, faculty, and staff.
Provide on-site support at off-campus locations using university-provided
vehicles.
Deliver consistently high-quality service as reflected in customer
feedback and service level metrics.
Supervise morning student workers when the IT Services Assistant Manager
is unavailable.
Perform other duties or special projects as assigned to support
departmental goals.
Education and/or Experience
Bachelor's degree in computer science or related field desired, or 2+
years of experience in a Technology support role
Advanced knowledge and troubleshooting of personal computer technologies.
Exposure to Mac workstations in a windows domain.
CompTIA A+ Certification desired.
Help Desk Institute Certification desired.
Benefits
Trine University offers a comprehensive benefit package designed to provide a
variety of choices to best fit your needs and the needs of your family.
Benefits offered include:
Health – medical, dental, vision, prescription drugs, flex spending or HSA
accounts
Retirement – after one year of full-time service you are eligible for
employer contribution of 5% and up to an additional 5% employer match
Life Insurance – a variety of voluntary life options are available along
with employee life insurance (1½ times annual salary)
Education – after 6 months of full-time service education benefits are
available for employee, spouse, and dependent children
Vacation and Sick Pay – in accordance with Trine's policy
Salary
The salary is competitive and commensurate with experience and qualifications.
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Trine University is an equal opportunity employer. Applicants are considered
for employment without regard to race, color, religion, sex, age, disability,
national origin, genetic information, citizenship status, military status, or
any other basis prohibited by law, unless such basis constitutes a bona fide
occupational qualification. Trine will comply with its legal obligation to
provide reasonable accommodations to qualified individuals with disabilities
and for religious beliefs.
