IT Help Desk Assistant/Associate

This is a multi-level search with two open positions to be filled. Depending on qualifications, the successful candidates may be hired at either the IT Help Desk Associate or Assistant level.

About the role

Function as a primary contact for Help Desk incidents and requests. Evaluate technical problems, initiate, track, and document solution processes, and provide direct technical assistance on hardware or software.

Responsibilities

IT Help Desk Assistant

• Provide first-level technical assistance to internal users via phone, email, chat, using remote support tools or in person on campus when needed.
• Log all incidents and service requests accurately in the ticketing system, maintaining clear communication and follow-up until closure or hand-off to appropriate departments.
• Maintain accurate records of interactions with customers.
• Diagnose and resolve hardware, software, and network connectivity issues for Oakton supported technology.
• Support Oakton LMS, MFA, and authentication systems (password resets). Document solutions. Escalate complex support issues.
• Ensure accurate data collection and/or documentation of initial triage before escalating incidents.
• Contribute to internal IT knowledge base articles and standard operating procedures to enhance efficiency and consistency.
• Exercise discretion in the application and handling of confidential materials and passwords. Adhere to regulatory mandates for data privacy, including FERPA.
• Assist with software and hardware testing, installation and troubleshooting.
• Work across the organization to identify and resolve technology challenges and opportunities.
• Ensure student employees are trained in phone support when answering incoming calls to the main college phone number, providing customer assistance by routing calls to the appropriate area, or answering general college questions such as office hours and directions to the college.
• Provide hands-on support as needed for events, assisting with set-up, breakdown, and other event related duties.
• Perform other job-related duties as assigned, including providing support at other locations and campuses for major events.

IT Help Desk Associate

All of the above IT Help Desk Assistant responsibilities, plus the following:

• Provide second-level technical assistance to internal users via phone, email, chat, using remote support tools or in person on campus when needed. Act as a back-up operator if needed.
• Act as a liaison to other areas of IT to do initial triage for complex systems, such as enterprise Student Information System (SIS), recruitment systems, or learning management systems administration; or have specialized knowledge in audio/visual, collaboration, or other college technology.
• Provide training as part of support of expertise, either one-on-one or in small groups.
• Review and approve IT knowledge base articles and standard operating procedures to enhance efficiency and consistency.
• Assist with hardware and software evaluation, selection, testing, installation and troubleshooting.

Requirements

IT Help Desk Assistant

• A high level of interpersonal and communication skills and the ability to deliver services in an environment where there is an emphasis on customer service.
• Bachelor's degree with a major in a technology field (computer science, information technology, computer technology, etc.) and two years work experience with laptop and desktop computers; or
• Associate's degree and four years work experience with laptop and desktop computers; or
• A combination of certificates and experience from which sufficient knowledge can be acquired and six years experience working with laptop and desktop computers.
• Two years of experience supporting technology in higher education, preferred.
• One year experience using an ITIL based ticketing system, preferred.

IT Help Desk Associate

• A high level of interpersonal and communication skills and the ability to deliver services in an environment where there is an emphasis on customer service are required.
• Bachelor's degree with a major in a technology field (computer science, information technology, computer technology, etc.) and four years work experience with laptop and desktop computers; or
• Associate's degree and six years work experience with laptop and desktop computers; or
• A combination of certificates and experience from which sufficient knowledge can be acquired and eight years experience working with laptop and desktop computers.
• Three years experience using an ITIL based ticketing system.
• Hold relevant and current industry certification, such as CompTIA A+, Google IT Support Professional Certificate, ITIL Foundation (current version), or hold a recent (within two years) Oakton certificate or degree related to technology used by Information Technology at Oakton.
• Two years supporting technology in higher education, preferred.

Working Environment and Physical Demands

• Work requires some lifting of items weighing up to 30 pounds, some stooping, kneeling, crouching, and/or crawling and use of ladders.
• The job is performed in a generally hazard free environment.
• Mobility to move on and between campuses.
• Work is performed in a general office environment with little or no exposure to adverse working conditions.

Schedule

One position is Monday - Friday 7:45am - 4:30pm; One position is Monday -Thursday 11:15am - 8pm and Friday 10:45am - 7:30pm (Hours may vary due to the needs of the College and are inclusive of a 45 minute unpaid meal break).

Pay

Compensation will be based on experience.

• IT Help Desk Assistant: The minimum starting salary is $26.25 per hour which equates to $52,892 annualized based on Oakton's summer hours schedule.
• IT Help Desk Associate: The minimum starting salary is $28.25 per hour which equates to $56,921 annualized based on Oakton's summer hours schedule.

Based on the needs of the college and with Administrator approval, some positions at the college may have a hybrid schedule option available after 30 working days.