Technical Helpdesk Support

Job Title: Technical Helpdesk Support

Reports to: Director of IT

Location: Larkin University – Miami campus

Employment Type: Part- time

Department: Administration – ITS

Position Summary:

The Technical Helpdesk Support Specialist serves as the first point of contact for users seeking technical assistance. This role provides prompt and effective support through various channels, including phone, email, chat, and in-person interactions. Responsibilities include diagnosing and resolving common technical issues, delivering clear step-by-step guidance, and escalating more complex problems as needed. The position also involves maintaining detailed records of user interactions and solutions, as well as contributing to the creation and improvement of technical documentation and user training materials.

Key Responsibilities:

Technical Assistance & Troubleshooting: Provide prompt support for hardware, software, and networking issues through various channels (phone, email, chat, in-person). Diagnose and resolve common technical problems while ensuring minimal disruption to users.
Issue Escalation: Identify issues that require advanced expertise and escalate them to senior IT personnel or appropriate departments.
Documentation & Knowledge Base Maintenance: Record all user interactions, reported issues, and resolutions accurately in the helpdesk system. Assist in updating internal knowledge bases and technical documentation.
Office 365 & Domain Controller (DC) Account Management: Manage user accounts, including account creation, access permissions, and password resets within the Microsoft Office 365 and domain environments.
Software Updates: Assist in deploying and managing routine software updates and patches to ensure end-user systems are secure and up to date.
User Training & Mentoring: Provide basic training to end users on new systems or software. Support and mentor less experienced technicians as needed.

Qualifications:

Education:

Associate degree in a technology-related field required
Bachelor’s degree preferred

Technical Skills:

Solid understanding of computer hardware, software, and networking fundamentals
Familiarity with Microsoft Office 365 administration
Exposure to Cisco IOS is a plus

Troubleshooting Skills:

Ability to assess and resolve issues methodically and efficiently

Communication Skills:

Strong written and verbal communication skills to explain technical concepts to non-technical users

Customer Service:

Patient, courteous, and service-oriented approach, especially under pressure or during high-demand periods

Documentation:

Proficiency in recording technical incidents and maintaining organized records

Collaboration:

Team player who can work cooperatively with IT colleagues and cross-functional departments

Learning Orientation:

Commitment to staying current with evolving technologies and best practices

EEO/AA Statement

Larkin University is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Larkin University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from

Application Process and Requirement

Interested candidates should submit a single PDF document below, which includes the following components in this order:

A letter of intent
Updated curriculum vitae
Three names and contact information for two professional references. (With at least one reference from the most current employment)