Help Desk Specialist, Information Technology

EMPLOYMENT TERMS

Full-time position

PRIMARY DUTY

The Help Desk Specialist will be responsible for the operations within the Information Technology Service Center.

ESSENTIAL FUNCTIONS

1. Troubleshoot and verify correct operation of software packages, such as operating system, word processing and spreadsheet programs 2. Provide training and technical assistance to students and employees 3. Identify and resolve hardware and software problems over phone and email communication for students and employees 4. Process technology service requests from email and phone calls 5. Log tickets into helpdesk system, such as Footprints 6. Maintain and create documentation and website content 7. Administration of helpdesk system software, such as Footprints 8. Generate reports from helpdesk system software for functions within Information Technology 9. Coordinate with other functional areas of Information Technology 10. Train student employees on Technology Service Center processes and procedures 11. Supervise student employees working in the technology services team 12. Maintain knowledge base and technology documentation 13. Perform other duties as assigned

REQUIREMENTS

Education:

Bachelor's degree in computer science or related field

Certification/License:

Driver's license; Two to three years of customer service experience; experience with help desk software

Experience:

Experience with MS windows, MAC, or Linux and application software; experience with MS-SQL database; functional understanding of database systems structure and queries

Skills:

Good verbal and written communication skills; excellent customer service skills

WORKING CONDITIONS

This position will work in a typical office environment with shifts that may vary to cover the operation of the Technology Service Center

EQUIPMENT/MATERIALS USED

Computers, printer, keyboards, mice, telephone, copiers, headset, camera

TYPICAL PHYSICAL DEMANDS

Ability to lift up to 25 pounds

COMMUNITY

Northwest Missouri State University is located in Maryville, Missouri, a community of 12,000 with a diverse economy and a strong industrial base. Maryville is located 45 miles north of St. Joseph, Missouri, 90 miles north of Kansas City, Missouri, and 110 miles southeast of Omaha, Nebraska. For more information visit the city's website at www.maryville.org.

UNIVERSITY

With an enrollment of about 9,000 students, Northwest is a coeducational, primarily residential four-year university that offers a broad range of undergraduate and selected graduate programs on its Maryville campus and through Northwest Online. Founded in 1905 and ranked by U.S. News and World Report among the top public regional universities in the Midwest, Northwest boasts a high retention rate and a graduation rate in the 95th percentile among its peers. Additionally, results of the Ruffalo Noel Levitz Student Satisfaction Inventory show Northwest students are more satisfied than students at national peers, and 78 percent of Northwest students report they would repeat their University experience, compared to 75 percent of students surveyed nationally at their respective institutions. Furthermore, the University is a national model for student success and career placement with 93 percent of bachelor's degree earners and 99 percent of master's degree earners securing employment or continuing their education within six months of completing a degree at Northwest, according to the most recent data. Northwest places a high emphasis on profession-based learning to help graduates get a jumpstart on their careers while maintaining competitive tuition rates and generous financial assistance to help minimize the financial barriers students may face when pursuing a college degree. Students have opportunities to build their résumés with experiences on campus in nearly every area of study, including the Horace Mann Laboratory School, National Public Radio affiliate KXCV, the R.T. Wright Farm, Mozingo Outdoor Education Recreation Area, a partnership with the National Geospatial-Intelligence Agency or Knacktive, a student-driven integrated digital marketing communications agency. In conjunction with its emergency and disaster management program, Northwest organizes and hosts Missouri Hope, an annual mass casualty training exercise that attracts first responders and emergency workers from throughout the nation and provides hands-on training in preparation for a natural disaster. The University's vibrant and diverse learning community also offers more than 150 student organizations, and textbooks and a laptop are included in tuition, saving students an estimated $6,900 over four years. Northwest offers 1,200 student employment positions, allowing students to build professional skills through its internationally benchmarked student employment program. For more information about Northwest and its performance, visit www.nwmissouri.edu/aboutus/facts/.

APPLICATION DEADLINE

Until the position is filled

DATE AVAILABLE

June 1, 2026

TO APPLY:

Follow the steps of the online application process. Please contact the Office of Human Resources at 660-562-1121 or email ewilmes@nwmissouri.edu if more information is needed regarding the process.