Help Desk Coordinator

This position provides first and second-tier support for students, staff, and faculty via telephone, email, and in-person at the University’s main IT Help Desk. This is a full time, 12 month, on-campus position.  Generous benefits include health, retirement, considerable time off and access to multiple tuition programs for employees and dependents.  

Responsibilities:

• Manage IT Help Desk calls, respond to technical support requests and act as initial point of escalation for tickets; act as primary point of escalation and knowledge source for student workers; route tickets to different departments as needed for further escalation, ensuring all relevant needed data is documented prior to transfer

   

  Recruit, train, mentor, and manage IT Help Desk student workers; manage student worker schedules and training; provide mentorship to student workers

   

  Maintain Help Desk knowledge base and documentation; ensure all trouble tickets are up to date and properly documented in a timely manner; ensure helpdesk knowledge base is up to date and accurately reflects current campus policies and environments

   

  Remain current on emerging technologies and campus policies and procedures; coordinate with peers in IT to remain current on initiatives and changes to the campus environment; remain current on changes to current operating system versions and interfaces

   

Requirements: 

• Associate’s degree in Information Technology or Computer science preferred; combination of education and professional experience may substitute for degree

   

  Three years’ related technical experience

   

  Knowledge of standard desktop equipment, help desk software, media hardware and operations, and the ability to troubleshoot performance problems. Solid understanding of hardware, operating system software, and supported desktop software

   

  Must be able to troubleshoot and coordinate with technical peers on complex problems

   

  Physical requirements include frequent standing, sitting, walking, talking, hearing. Occasional ability to lift up to 25 pounds. 

   

Application Information:

Please download the application at www.iwu.edu/human-resources/Positions.html. In addition, feel free to submit a cover letter, resume and contact information for three professional references. Review of applications will begin immediately and the position is open until filled. Submit to:

Email:  hr@iwu.edu

Illinois Wesleyan University
Human Resources, Holmes 209
1312 N. Park Street
Bloomington, IL  61701
Fax:  309-556-1710

The final candidate will pass a pre-employment background investigation. 

Level 19 $19.80/hr; University starting rates will be increasing February 2024

Illinois Wesleyan University does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.

Illinois Wesleyan University is committed to recruiting, supporting, and fostering a diverse, inclusive, and civil community of outstanding faculty, staff, and students. We seek candidates who have a demonstrated commitment to supporting and further building our community in these dimensions. Illinois Wesleyan University is an EEO Employer.  Illinois Wesleyan University’s sexual misconduct policy may be accessed at www.iwu.edu/human-resources/SexualMisconductPolicy.html.  Illinois Wesleyan University is an equal opportunity employer committed to diversity and inclusive excellence; details at www.iwu.edu/diversity.