> Markdown version of [/jobs/ext/1243474-helpdesk-support-specialist](https://www.wearedevelopers.com/jobs/ext/1243474-helpdesk-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Support Specialist - **Company:** LEWIS - **Location:** Godfrey, IL, United States - **Contract:** Permanent contract - **Skills:** Software Applications, Desktop Computing, Multi-Factor Authentication, Issue Tracking Systems, Remote Service Software, ServiceNow IT Service Management - **Published:** July 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ec81a1711d292425 ## About the Role * High school diploma or equivalent. * One year of customer service experience (call center, retail, administrative support, or similar). * Basic understanding of computers mobile devices, and common software applications. * Strong communication skills and the ability to explain simple technical concepts. * Possession of a valid driver's license and the ability to travel between college locations as required. Physical Demands * Prolonged periods of sitting at a desk and working on a computer. * The ability to lift up to 20lbs occasionally., * Coursework or certificate in IT, Computer Support, or related field. * Experience with IT ticketing systems. * CompTIA A+ or similar entry-level certification. * Experience utilizing IT Service Management (ITSM) ticketing systems. ## Description The Helpdesk Support Specialist is the first point of contact for technology support needs at Lewis and Clark Community College, supporting an inclusive and welcoming experience for faculty, staff, and students. This role ensures that faculty, staff, and students receive timely, courteous, and accurate assistance by managing incoming calls, emails, and ticket submissions. The Specialist triages issues, assigns tickets, troubleshoots problems, documents steps taken prior to escalation, and maintains clear, respectful communication with college community members and IT staff. In support of the College's mission and commitment to equitable access to technology, this position delivers a service-oriented approach to technology support and collaborates with IT colleagues to meet campus needs. When coverage and ticket volume permits, this role also supports field technicians with on site tasks. The expected hours of operation for this position is Monday - Friday from 7:45 a.m. - 4:15 p.m. with a one hour lunch break. Key Measurable Expectations (KMEs) * Serve as a primary responder for helpdesk phone calls, emails, and walk-in requests. * Create, categorize, and assign support tickets within the ITSM system, ensuring accurate documentation and timely routing to support effective resolution. * Provide initial troubleshooting and guidance for common technology needs, including account access, password resets, multifactor authentication, basic software questions, printer issues, etc. * Use remote support tools, when appropriate, to assist users efficiently and with care. * Thoughtfully escalate support requests based on complexity and priority, collaborating with IT colleagues to ensure continuity of service. * Maintain clear, timely, and respectful communication with the College community throughout the lifecycle of each support request. * Monitor ticket queues to support timely updates and Service Level Agreement (SLA) compliance. * Contribute to the maintenance and continuous improvement of Knowledge Base articles for common issues. * Provide assistance and backup support to technicians in the field as needed, contributing to a collaborative and responsive IT support environment. * Represent IT with professionalism, empathy, and a service-oriented approach that reflects the College's mission, values, and commitment to equitable access to technology. ## Related Videos - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Securing your application software supply-chain](https://www.wearedevelopers.com/videos/468-securing-your-application-software-supply-chain) - [WebAssembly Revolution: Elevating JavaScript's Reach and Performance](https://www.wearedevelopers.com/videos/1149-webassembly-revolution-elevating-javascript-s-reach-and-performance) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Coding for Good: Achieving social change with an app](https://www.wearedevelopers.com/videos/1645-coding-for-good-achieving-social-change-with-an-app) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)