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# Help Desk I Support Assistant

- **Company:** LINEBERGER MEMORIAL LIBRARY
- **Location:** Hickory, NC, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Computer Literacy, Issue Tracking Systems
- **Published:** July 24, 2026
- **Apply:** https://www.lr.edu/apply

## About the Role

* 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.

## Description

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.


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