Trine University
The Help Desk Specialist plays a critical frontline role in delivering exceptionaltechnology support to Trine University’s students, faculty, staff, and guests. Thisposition is responsible for providing friendly, knowledgeable assistance across awide range of IT services—serving both remotely and in person. The role demands aproactive mindset, strong problem-solving skills, and the ability to thrive both independentlyand collaboratively in a fast-paced support environment. Additionally, the Help DeskSpecialist acts as a backup supervisor for student workers, contributing to dailyoperations and service excellence.
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 IT Services Manager.
Essential Duties and Responsibilities
Provide end-user support via phone, email, remote tools, and in-person assistancefor 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, andperipheral devices. Deliver customer-focused communication, adapting language and tone to technical andnon-technical audiences with a consistently positive and professional attitude. Install, configure, and support PCs, printers, software applications, and other hardwarefor end users and campus labs. Assist with the installation, management, and training related to Reach digital signage. Support personal devices used by faculty, staff, and students, including basic troubleshootingfor privately-owned computers. Develop and maintain end-user documentation; deliver training and onboarding sessionsfor students, faculty, and staff. Actively participate in the implementation and improvement of Help Desk best practices. Provide on-site support at off-campus locations as needed using university-providedvehicles. Deliver consistently high-quality service as reflected in customer feedback and servicelevel metrics. Supervise morning student workers when the IT Services Assistant Manager is unavailable. Provide administrative support to departmental leadership by assisting with taskssuch as creating purchase orders, ordering hardware/software, compiling expense reports,and tracking outstanding support tickets to report to the services manager for timelyfollow-up. 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 3+ years of experiencein a Technology support role Advanced knowledge and troubleshooting of personal computer technologies. Exposure to Mac workstations in a windows domain. Trine University offers a comprehensive benefit package designed to provide a varietyof 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 offull-time service you are eligible for employer contributionof 5% and up to an additional 5% employer match Life Insurance – a variety ofvoluntary life options are available along with employeelife insurance (1½ times annual salary) Education – after 6 months of full-time service education benefits are available foremployee, spouse, and dependent children Vacation and Sick Pay – in accordance with Trine's policy The salary is competitive and commensurate with experience and qualifications. Opens in new window Trine University is an equal opportunity employer. Applicants are considered foremployment without regard to race, color, religion, sex, age, disability, nationalorigin, genetic information, citizenship status, military status, or any other basisprohibited by law, unless such basis constitutes a bona fide occupational qualification.Trine will comply with its legal obligation to provide reasonable accommodations toqualified individuals with disabilities and for religious beliefs.
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Provide end-user support via phone, email, remote tools, and in-person assistancefor 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, andperipheral devices. Deliver customer-focused communication, adapting language and tone to technical andnon-technical audiences with a consistently positive and professional attitude. Install, configure, and support PCs, printers, software applications, and other hardwarefor end users and campus labs. Assist with the installation, management, and training related to Reach digital signage. Support personal devices used by faculty, staff, and students, including basic troubleshootingfor privately-owned computers. Develop and maintain end-user documentation; deliver training and onboarding sessionsfor students, faculty, and staff. Actively participate in the implementation and improvement of Help Desk best practices. Provide on-site support at off-campus locations as needed using university-providedvehicles. Deliver consistently high-quality service as reflected in customer feedback and servicelevel metrics. Supervise morning student workers when the IT Services Assistant Manager is unavailable. Provide administrative support to departmental leadership by assisting with taskssuch as creating purchase orders, ordering hardware/software, compiling expense reports,and tracking outstanding support tickets to report to the services manager for timelyfollow-up. 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 3+ years of experiencein a Technology support role Advanced knowledge and troubleshooting of personal computer technologies. Exposure to Mac workstations in a windows domain. Trine University offers a comprehensive benefit package designed to provide a varietyof 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 offull-time service you are eligible for employer contributionof 5% and up to an additional 5% employer match Life Insurance – a variety ofvoluntary life options are available along with employeelife insurance (1½ times annual salary) Education – after 6 months of full-time service education benefits are available foremployee, spouse, and dependent children Vacation and Sick Pay – in accordance with Trine's policy The salary is competitive and commensurate with experience and qualifications. Opens in new window Trine University is an equal opportunity employer. Applicants are considered foremployment without regard to race, color, religion, sex, age, disability, nationalorigin, genetic information, citizenship status, military status, or any other basisprohibited by law, unless such basis constitutes a bona fide occupational qualification.Trine will comply with its legal obligation to provide reasonable accommodations toqualified individuals with disabilities and for religious beliefs.
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