Job Title : Help Desk Support Specialist Level 1/1.5
Position Overview
Support staff and students by helping resolve everyday technology challenges in an educational environment. This role serves as a first point of contact for IT support requests, providing professional phone and remote assistance, troubleshooting hardware and software issues, documenting service requests, and escalating more complex technical problems when needed.
The ideal candidate combines foundational IT knowledge, customer service skills, and help desk experience to deliver efficient and reliable technical support.
What You'll Do / Key Responsibilities
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Respond to incoming calls, help desk tickets, and remote support requests from staff and students.
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Diagnose and resolve Level 1/1.5 technical issues, including password resets, account lockouts, basic software troubleshooting, and hardware peripheral setup and connectivity.
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Use phone and remote support tools to provide timely technical assistance.
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Document support requests, troubleshooting steps, and resolutions accurately in the help desk system.
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Escalate complex or unresolved issues to Level 2 or specialized support teams, ensuring clear communication and handoff.
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Provide users with clear instructions and guidance on common technical issues.
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Assist with monitoring IT systems and alerting appropriate teams when issues are detected.
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Collaborate with other IT teams to troubleshoot problems, share knowledge, and improve support processes.
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Maintain professionalism and a high level of customer service when interacting with students, staff, and administrators.
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Meet key performance metrics and annual objectives focused on service efficiency, customer engagement, and support operations.
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Perform other duties as assigned by the supervisor.
Required Qualifications
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Bachelor's degree in Information Technology, Business Administration, or a related discipline.
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Minimum of three (3) years of experience in a technical support or help desk role.
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Basic knowledge of Windows and macOS operating systems.
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Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite.
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Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.
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Experience with remote desktop tools, call management, and help desk software.
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Strong verbal and written communication skills, including the ability to explain technical concepts clearly to non-technical users.
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Ability to accurately document service requests, troubleshooting steps, and resolutions in a help desk system.
Preferred Qualifications
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Previous technical support or help desk experience in an educational environment.
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CompTIA A+, Microsoft Certified: Fundamentals, or equivalent certifications.
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
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