IT Helpdesk Support Specialist I

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical support and exceptional customer service to end users.

• Receive, prioritize, document, and resolve computer-related assistance requests via phone and chat channels.

• Utilize diagnostic and help request tracking tools for efficient problem-solving.

• Conduct remote troubleshooting and software installations.

• Collaborate with other IT departments to address reported issues.

• Maintain the necessary call and support metrics.

• Escalate tasks that require advanced technical or customer service expertise.

• Document all work and customer interactions within the help request system.

• Acquire position-specific certifications as required.

• Comply with Liberty University policies and represent the institution in an exemplary manner.

• Function effectively as a team player while upholding the University’s Christian values and mission.

• Commit to working 40 hours per week, including weekend and evening shifts, based on staffing needs.

⛳️ Requirements

• A designated home workspace that is free from distractions.

• Reliable high-speed home internet connection (10Mbps Download, 5Mbps Upload).

• Familiarity with computer hardware, software, operations, and common issues.

• Capability to quickly learn new technologies and concepts.

• Strong customer service, interpersonal, and communication abilities.

• Previous education or professional certifications may substitute for work experience.

• An associate degree with a concentration in Computer Science or a related field, or equivalent work experience.

• A minimum of one year of experience in computer troubleshooting or a similar technical domain.

• Proficient in understanding, speaking, and writing in English.

• Strong organizational capabilities.

• Excellent computer proficiency.

• Ability to reason, analyze information and events, apply judgment, and resolve both routine and complex problems.

• Capacity to sit for deskwork or type on a keyboard.

• Ability to hear and communicate effectively.

• Capability to regularly lift 10 pounds or fewer.

🏝️ Benefits

• Comprehensive benefits package, including health insurance, retirement plans, and tuition assistance.

• Potential eligibility for benefits based on position and other criteria.