Help Desk Agent

The Help Desk Agent serves as the primary point of contact for students, faculty, and staff seeking IT assistance. Responsibilities include account and access support, troubleshooting hardware, software, and university systems, assisting with Microsoft 365 (Teams, SharePoint, OneDrive, Outlook) and standalone desktop applications, documenting requests, administering the ticketing system, knowledge base, and the service catalog. The technician also provides end user training and how-to resources, supports cross-training initiatives within IT, performs device imaging, deployment, manages cellular devices, and while ensuring excellent customer service. The Information Technology department is looking to fill two Help Desk Agent positions.

RESPONSIBILITIES

Provide IT support via phone, email, ticketing system, chat, and in-person. Troubleshoot hardware, software, and system issues. Assist with Microsoft 365 services and standalone desktop applications. Administer ticketing system, knowledge base, and service catalog. Manage IT assets, imaging, inventory, and checkout equipment. Deliver end user training and create how-to guides and documentation resources. Mentor student employees and support IT team projects. Maintain personal expertise through training, certifications, and professional development. Continuously learn and adapt to new technologies, initiatives, and changing requirements with a positive and proactive approach. Uphold IT policies, security practices, and organizational values. Cellular device management Creating and maintaining cloud storage sites Documenting and reporting work processes and outcomes Perform other duties as assigned.

QUALIFICATIONS

Minimum Qualifications:

High school diploma or equivalent, with 1+ year of experience in a technical or service desk environment

Preferred Qualifications:

Associate or bachelor's degree in a relevant field. Industry-standard certifications such as HDI, PMP, Microsoft certifications, A+, ITIL Foundations.

COMPENSATION

Hourly Rate:

$18.47 - $27.70 Hourly Rate will be commensurate with experience and qualifications.

BENEFITS

Base pay is one component of Emporia State University's total rewards package. We are dedicated to supporting the needs of the "whole you" with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family that include: Health Insurance Free Dental insurance for employees Retirement through the Kansas Board of Regents Paid parental leave Up to 31 days paid vacation and holiday days Tuition reduction and tuition assistance Dependent tuition waiver For full details about our benefit plan offerings, please visit here .

APPLY:

Please upload a cover letter, resume, and contact information of three references here . Consideration of applications will begin immediately, and will continue until the position is filled. A background check is required prior to hire. For more information Human Resources humres@emporia.edu (620) 341-5379 Emporia State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ethnicity, religion, gender, sex, gender identity, gender expression, marital status, parental status, sexual orientation, genetic information, status as an individual with a disability, status as a protected veteran, or any other factors which cannot be considered by law.