Help Desk Specialist (Fort Wayne, Indiana)

This position plays a critical frontline role in delivering exceptional technology support to Trine University’s students, faculty, staff, and guests of the Brooks College of Health Professions in Fort Wayne, IN. The Help Desk Specialist provides friendly, knowledgeable assistance across a wide range of IT services—both remotely and in person—and travels to branch campuses in Michigan, Arizona, and Virginia. The role demands a proactive mindset, strong problem-solving skills, and the ability to thrive both independently and collaboratively in a fast-paced support environment.

Responsibilities

• Provide end-user support via phone, email, remote tools, and in-person assistance for 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, and peripheral devices.
• Install, configure, and support PCs, printers, software applications, and other hardware for end users and campus labs.
• Support personal devices used by faculty, staff, and students, including basic troubleshooting for privately-owned computers.
• Develop and maintain end-user documentation; deliver training and onboarding sessions for students, faculty, and staff.
• Provide on-site support at off-campus locations using university-provided vehicles.
• Deliver consistently high-quality service as reflected in customer feedback and service level metrics.
• Supervise morning student workers when the IT Services Assistant Manager is unavailable.
• Perform other duties or special projects as assigned to support departmental goals.

Requirements

• Bachelor’s degree in computer science or related field desired, or 2+ years of experience in a technology support role.
• Advanced knowledge and troubleshooting of personal computer technologies.
• Exposure to Mac workstations in a Windows domain.
• CompTIA A+ Certification desired.
• Help Desk Institute Certification desired.

Schedule

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).

Benefits

• Health – medical, dental, vision, prescription drugs, flex spending or HSA accounts.
• Retirement – after one year of full-time service you are eligible for employer contribution of 5% and up to an additional 5% employer match.
• Life Insurance – a variety of voluntary life options are available along with employee life insurance (1½ times annual salary).
• Education – after 6 months of full-time service education benefits are available for employee, spouse, and dependent children.
• Vacation and Sick Pay – in accordance with Trine's policy.