Help Desk I Support Assistant

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., * 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., * 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.

The requirements outlined in this position description indicate the minimum knowledge, skills and abilities necessary to perform the job competently. Role descriptions are an overview of the duties, responsibilities and requirements of the position and are not intended to be construed as an exhaustive list of the position. Employees may be required to perform other job-related assignments as requested and acquire new skills and responsibilities. Lenoir-Rhyne University reserves the right to modify, add, remove, or waive the position’s responsibilities, duties, and skills required.

• 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.

Lenoir-Rhyne University promotes a welcoming campus environment that is integral to the university’s commitment to excellence in engagement and education. We are particularly interested in candidates who have demonstrated experience nurturing a welcoming community, working with faculty, staff and/or students from all walks of life and/or incorporating varied perspectives and traditions in their current or previous positions. This commitment is rooted in our Lutheran tradition of fostering wisdom, nurturing vocation and preparing students for lives of purpose while serving the common good.

About Lenoir-Rhyne University

Lenoir-Rhyne University is a co-educational, private, comprehensive institution founded in 1891, with its traditional campus located in Hickory, North Carolina, a city of more than 40,000. The university has additional graduate centers in Asheville, N.C., and Columbia, S.C. Situated in the foothills of the Blue Ridge Mountains, Lenoir- Rhyne is less than an hour’s drive from Charlotte, and the Hickory-Lenoir-Morganton Metropolitan Statistical Area has a population of about 365,000. The university now offers more than 45 undergraduate and 20 graduate degree programs to approximately 2,400 students. Lenoir-Rhyne University seeks to liberate mind and spirit, clarify personal faith, foster physical wholeness, build community, and promote responsible leadership for service to the world. Affiliated with the Evangelical Lutheran Church in America (ELCA), Lenoir-Rhyne is open to people from all religious and non-religious backgrounds.

Non-Discrimination and Equal Opportunity Policy

Lenoir-Rhyne University is committed to providing a workplace and educational environment, as well as other benefits, programs, and activities that are free from discrimination, harassment and retaliation.

LR is committed to creating a safe campus environment for all members of the LR community, including, but not limited to, those who identify as transgender and gender non-conforming. To that end, LR does not discriminate on the basis of race, religion, color, sex (including sex stereotypes and sex characteristics), ethnicity, national origin, physical or mental disability, age, marital status, pregnancy or related conditions, sexual orientation, gender identity, gender expression, veteran or military status or any other characteristic or status protected by applicable law.

To ensure compliance with federal and state civil rights laws and regulations and to affirm its commitment to promoting the goals of fairness and equity in all aspects of the educational program, activity and employment, LR has developed internal policies and procedures that provide a prompt, fair and impartial process for those involved in an allegation of discrimination or harassment, and for allegations of retaliation.

LR values and upholds the equal dignity of all members of its community and strives to balance the rights of the parties in the grievance process during what is often a difficult time for all those involved.