Help Desk Agent

Information Technology


Search  2215- Posted October 14, 2025

The Help Desk Technician serves as the primary point of contact for students, faculty, and staff seeking IT assistance. Responsibilities include account and access support, troubleshooting hardware, software, and university systems, assisting with Microsoft 365 (Teams, SharePoint, OneDrive, Outlook) and standalone desktop applications, documenting requests, administering the ticketing system, knowledge base, and the service catalog. The technician also provides end user training and how-to resources, supports cross-training initiatives within IT, performs device imaging, deployment, manages cellular devices, and while ensuring excellent customer service.

RESPONSIBILITIES:

  • Provide IT support via phone, email, ticketing system, chat, and in-person.
  • Troubleshoot hardware, software, and system issues.
  • Assist with Microsoft 365 services and standalone desktop applications.
  • Administer ticketing system, knowledge base, and service catalog.
  • Manage IT assets, imaging, inventory, and checkout equipment.
  • Deliver end user training and create how-to guides and documentation resources.
  • Mentor student employees and support IT team projects.
  • Maintain personal expertise through training, certifications, and professional development.
  • Continuously learn and adapt to new technologies, initiatives, and changing requirements with a positive and proactive approach.
  • Uphold IT policies, security practices, and organizational values.
  • Cellular device management
  • Creating and maintaining cloud storage sites
  • Documenting and reporting work processes and outcomes
  • Perform other duties as assigned.

QUALIFICATIONS:

Technical Skills:

  • Windows and macOS operating systems, mobile devices, and remote access tools.
  • Active Directory and Microsoft 365 administration (OneDrive, SharePoint, Teams)
  • Ticketing systems and inventory/asset management.
  • Troubleshooting, problem-solving, and clear communication with end users.
  • Strong typing skills for accurate data entry and documentation.
  • Experience using and troubleshooting Microsoft Office applications


Minimum Qualifications: Education:

  • Associate with 1+ year of experience in a technical or service desk environment.
  • Industry-standard certifications such as HDI, PMP, Microsoft certifications, A+, ITIL Foundations preferred.


Preferred Experience:

  • Experience in a Help Desk or call center environment.
  • Experience in IT support.
  • Experience troubleshooting hardware and software issues.
  • Experience providing end user training and creating documentation/how-to resources.
  • Active Directory and Office 365 administration experience.
  • Experience using ticketing systems and managing IT inventory/assets.
  • Familiarity with cloud-based storage systems and ERP systems.


Preferred Personal Attributes:

  • Maintain a positive attitude, good morale, and cooperation promoting teamwork and collaboration.
  • Strong communication skills with technical and non-technical audiences.
  • Ability to effectively prioritize tasks in a high-pressure environment.
  • Strong customer service orientation.
  • Excellent oral, written, and phone communication skills.
  • Works ethically, with integrity, and respects confidentiality.
  • Detail-oriented, with strong pattern recognition and a passion for problem-solving.
  • Ability to work independently with minimal supervision.
  • Interpersonal skills, with patience and understanding.
  • Strong work ethic (e.g., dependable, professional) and proven ability to work in an environment involving tasks that require strict confidentiality. 

COMPENSATION:

  • Salary:  $18.47 - $27.70 hourly
  • Salary will be commensurate with experience and qualifications. 

BENEFITS:

Base pay is one component of Emporia State University’s total rewards package. We are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family that include:

  • Health Insurance
  • Free Dental insurance for employees
  • Retirement through the Kansas Board of Regents
  • Paid parental leave
  • Up to 31 days paid vacation and holiday days
  • Tuition reduction and tuition assistance
  • Dependent tuition waiver
  • For full details about our benefit plan offerings, please visit here. 

APPLY:

Please upload a cover letter, resume, and contact information of three references here. 


Consideration of applications will begin immediately, and will continue until the position is filled.


A background check is required prior to hire.



For more information

Human Resources

humres@emporia.edu

(620) 341-5379

Emporia State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ethnicity, religion, gender, sex, gender identity, gender expression, marital status, parental status, sexual orientation, genetic information, status as an individual with a disability, status as a protected veteran, or any other factors which cannot be considered by law.