IT Help Desk Specialist

University Overview Thomas More provides a Catholic education that goes beyond academics, nurturing intellectual, personal, and spiritual growth. Guided by four core values known as the Characteristics of a Saint: Hospitality, Humility, Service, and Stewardship, we strive to foster a welcoming community that recognizes the dignity of every person, approaches learning and relationships with openness and humility, serves others with compassion and purpose, and faithfully stewards the gifts, opportunities, and responsibilities entrusted to us. These values shape our culture, inform our decisions, and inspire our commitment to educating individuals who lead lives of purpose, integrity, and service. Our mission, rooted in the Catholic Intellectual Tradition, is to educate with purpose - helping students reach their potential while serving the greater good. Position Summary The Help Desk Specialist works within IT Services to provide reliable and high-quality technical support to the Thomas More University and Covington Latin School communities. This includes responding effectively to technical issues and requests made to the Help Desk, providing technical support for campus events, and driving continuous improvement in service delivery. This position also trains and mentors student helpdesk specialists. Required Skills

• Demonstrated customer-service skills in a technology environment, including the ability to explain technical issues and solutions clearly to nontechnical users
• Demonstrated ability to use technical troubleshooting and active-listening skills to understand, diagnose, resolve, and document technical issues
• Proficiency supporting Microsoft 365, Windows operating systems, computer peripherals, and mobile devices, including diagnosing common configuration, connectivity, and usability issues
• Experience supporting and maintaining instructional and multi-media equipment such as Projectors, Televisions, and Audio equipment.

Preferred Skills

• Experience with ticketing systems and knowledge management tools
• Proficiency with classroom technology and AV support
• Ability to follow information-security, identity-verification, access-control, and data-privacy procedures when supporting users and handling institutional information
• Experience supporting user accounts, password resets, multifactor authentication, permissions, and basic identity and access management processes

Job-Related Activities

• User Support, Training, and Documentation
• Respond effectively to technical issues and requests made via email, phone, walk in, and through the ticketing system
• Coordinate user support services for desktops, laptops, peripherals, and other campus technologies
• Support instructional technology and equipment, including classroom systems and faculty technology needs with the exception of specialized equipment or software
• Develop and maintain knowledge base content, support documentation, and help desk scripts to ensure consistent, high-quality service delivery
• Create and publish user-facing materials to support self-service and effective technology use
• Support student and employee onboarding and continuous learning related to institutional technologies
• Coordinate and deliver end-user training in partnership with campus stakeholders
• Support technology needs for campus events, including setup, troubleshooting, and on-site or on-call assistance
• Train and mentor student workers
• Process Improvement & Service Excellence
• Identify and implement opportunities to streamline operations and enhance the user experience
• Apply IT service management best practices
• Contribute to institutional initiatives related to service quality, effectiveness, and digital transformation
• Serve as a liaison between IT and campus departments to ensure alignment of help desk services and expectations
• Collaborate with IT teams on system implementations, upgrades, and support transitions
• Serve on Event Logistics Team and Space Utilization Committee
• Other duties as assigned
• This position operates in a collaborative campus environment and may require occasional evening or weekend work to support critical system needs or campus initiatives

Education, Specialized and/or Technical Knowledge Requirements

• Bachelor’s degree in Information Technology, Information Systems, or related field
• Professional experience providing IT support or working in help desk operations.
• Experience developing or delivering user training materials, sessions, or programs.

Physical Job Requirements Tools and Equipment Used

• Personal computer, copier, phone and other typical office equipment

Travel

• Minimal – less than 5% of the time

Physical & Mental Demands

• Ability to work at a computer terminal for extended periods of time
• Digital dexterity and hand/eye coordination in operation of all assigned equipment
• Ability to speak to and hear employees/students via phone or in person
• Body motor skills sufficient to enable incumbent to move around all areas of the campus
• Capable of lifting equipment up to 30 pounds
• Ability to analyze data and other reports and make recommendations
• Mental requirements include: compare, decide, direct, problem solve, analyze, instruct, interpret