[Hiring] IT Helpdesk Support Specialist I @Liberty University

Role Description

The Remote Support Specialist’s primary responsibilities are technical support and customer service. Support Specialists ensure end users can accomplish business and education tasks by helping them resolve technical issues. Support Specialists receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone and Chat Queues. Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation. Support specialists coordinate with other IT departments to ensure that reported issues are being resolved. Must have home internet service to provide support while working from home. This position requires 40 hours/week, performance of duties via home internet access, and includes weekend and evening shifts. The exact schedule will be determined based on current staffing needs. Office hours are 8AM – 9PM Monday – Friday. 10AM – 6PM Saturday, 1PM – 9PM Sunday.

• Maintain call and support metrics at required level for assigned area.
• Escalate tasks due to need for higher level of technical ability or customer service skills required.
• Utilize help request system to document work and customer interaction.
• Ability to obtain position-specific certifications, including but not limited to CompTIA IT Fundamentals, CompTIA A+, and other technical certifications as required.
• Strictly adheres to Liberty University policies, representing the University in an exemplary manner.
• Works effectively as a team member, embracing and fostering LU’s Christian model and Mission – Training Champions for Christ.

Qualifications

• A designated home workspace free of distractions.
• A reliable high speed home Internet connection (10Mbps Download, 5Mbps Upload).
• Familiarity with computer hardware, software, operations, and common problems.
• Ability to learn new technologies and concepts quickly.
• Strong customer service, interpersonal, and communication skills.
• Previous education or professional certifications may be considered in lieu of work experience.
• Two-year college degree, with a concentration in Computer Science or related discipline or equivalent work experience.
• A minimum of one year of experience in computer troubleshooting or a similar technical field.

Requirements

• Ability to effectively communicate both verbally and in writing to convey clear, well articulated information.
• Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.
• Possess public communication skills that allow professional representation of Liberty University.
• Ability to effectively communicate technical issues in laymen’s terms.
• Strong organizational skills.
• Excellent computer skills.
• Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
• May be required to sit to perform deskwork or type on a keyboard.
• Regularly required to hear and speak in order to effectively communicate orally.
• Regularly lift 10 or fewer pounds.

Working Conditions

• This position requires 40 hours/week, performance of duties via home internet access, and includes weekend and evening shifts. The exact schedule will be determined based on current staffing needs. Office hours are 8AM – 9PM Monday – Friday. 10AM – 6PM Saturday, 1PM – 9PM Sunday.
• If the employee is required to travel in performing the duties and responsibilities of the position, the use of one’s personal vehicle (or LU vehicles) may be required for travel. Proof of a valid driver’s license, an acceptable DMV record, LU Driving Approval, and liability insurance is required when driving in the performance of the employee’s position.

Pay Range

Compensation is determined based on factors such as qualifications, experience, education, skills, and certifications, along with University needs and external market conditions. Market benchmarks may be used, as appropriate, in combination with internal equity to ensure pay is fair and aligned with the broader compensation structure.

The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance.

$20.67 - $26.44