Help Desk Coordinator – HigherEdJobs

This position provides first and
second-tier support for students, staff, and faculty via telephone, email, and in-person at the University’s main IT Help Desk. This
is a full time, 12 month, on-campus position. Generous benefits include health, retirement, considerable time off and access to multiple
tuition programs for employees and dependents.

Responsibilities:

• Manage IT Help Desk calls, respond to technical
  support requests and act as initial point of escalation for tickets; act as primary point of escalation and knowledge source for student
  workers; route tickets to different departments as needed for further escalation, ensuring all relevant needed data is documented prior to
  transfer

• Recruit, train, mentor, and manage IT Help Desk student workers; manage student worker schedules and training;
  provide mentorship to student workers

• Maintain Help Desk knowledge base and documentation; ensure all trouble tickets are
  up to date and properly documented in a timely manner; ensure helpdesk knowledge base is up to date and accurately reflects current campus
  policies and environments

• Remain current on emerging technologies and campus policies and procedures; coordinate with
  peers in IT to remain current on initiatives and changes to the campus environment; remain current on changes to current operating system
  versions and interfaces

Requirements: 

• Associate’s degree in Information Technology or
  Computer science preferred; combination of education and professional experience may substitute for degree

• Three
  years’ related technical experience

• Knowledge of standard desktop equipment, help desk software, media hardware and
  operations, and the ability to troubleshoot performance problems. Solid understanding of hardware, operating system software, and supported
  desktop software

• Must be able to troubleshoot and coordinate with technical peers on complex problems

• Physical requirements include frequent standing, sitting, walking, talking, hearing. Occasional ability to lift up to 25
  pounds. 

Application Information:

Please download the application atwww.iwu.edu/human-resources/Positions.html. In addition, feel
free to submit a cover letter, resume and contact information for three professional references. Review of applications will begin
immediately and the position is open until filled. Submit to:

Email: hr@iwu.edu

Illinois Wesleyan University

Human Resources, Holmes 209

1312 N. Park Street

Bloomington, IL 61701

Fax: 309-556-1710

The final candidate will pass a pre-employment background investigation.

Level 19 $19.80/hr; University starting rates will be increasing February 2024

Illinois Wesleyan University does not offer
H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at
the time of hire and maintain work authorization throughout the employment term.

Illinois Wesleyan University is committed
to recruiting, supporting, and fostering a diverse, inclusive, and civil community of outstanding faculty, staff, and students. We seek
candidates who have a demonstrated commitment to supporting and further building our community in these dimensions. Illinois Wesleyan
University is an EEO Employer. Illinois Wesleyan University’s sexual misconduct policy may be accessed at www.iwu.edu/human-resources/SexualMisconductPolicy.html. Illinois Wesleyan University is an equal
opportunity employer committed to diversity and inclusive excellence; details at www.iwu.edu/diversity.