Help Desk Support Assistant

Lenoir-Rhyne University is a co-educational, private, comprehensive institution located in Hickory, North Carolina. Founded in 1891, the university offers more than 45 undergraduate and 20 graduate degree programs to approximately 2,400 students. Situated in the foothills of the Blue Ridge Mountains, Lenoir-Rhyne is committed to cultivating an equitable and inclusive environment where students, faculty, and staff experience a strong sense of belonging.

About the role

The Help Desk I Support Assistant serves as the first point of contact for the university's IT department. This position answers incoming calls, staffs the IT Service Lobby, assists with password resets and basic account issues, creates support tickets, and routes requests to the appropriate IT staff.

Responsibilities

• Answer incoming calls to the IT Help Desk professionally and courteously.
• Staff the IT Service Lobby and provide exceptional customer service.
• Assist faculty, staff, and students with password resets and account unlocks.
• Create, update, and manage support tickets in the IT ticketing system.
• Gather information and route tickets to the appropriate IT technician.
• Monitor the Help Desk queue and communicate updates to customers.
• Coordinate computer pickups, equipment returns, and basic inventory tracking.
• Maintain a clean, organized, and welcoming IT Service Lobby.
• Perform other administrative and customer service duties as assigned.

Requirements

• Experience working in an IT office.
• Excellent customer service and communication skills.
• Basic computer proficiency, including Microsoft Office applications and web-based tools.
• Ability to multitask while maintaining professionalism.

Preferred Qualifications

• Previous customer service or front desk experience.
• Experience with a help desk or ticketing system.

Physical Requirements

• Prolonged periods of sitting and working at a computer and standard office equipment.
• Occasional lifting of equipment up to 50 pounds.

Schedule

Standard work hours are Monday through Friday, 10 a.m. to 7 p.m. Occasional extended hours may be required.

Behavioral Expectations

• Maintain high ethical standards, integrity, and confidentiality in all aspects of the position.
• Contribute to a professional, respectful, diverse, equitable, and inclusive work environment.
• Treat all individuals with dignity, respect, and professionalism.
• Comply with all university policies, procedures, and applicable federal, state, and local laws and regulations.