WS - IT Help Desk Assistant Level II - upike

IT HELP DESK ASSISTANT LEVEL II

Division: Support Services

Department: IT Services

Experience: Intermediate

Job Code: FWSITHELPDKAST

Supervisor/Reports To: Brittany Mullins

Start Date: 8 /24/2026

Work at the IT Helpdesk to gain advanced experience in troubleshooting, customer service, and professional communication. Ideal for students interested in further developing practical technical support skills and leadership abilities.

Responsibilities and Career Competencies:

• Work a helpdesk ticket queue. Respond, effectively communicate, and resolve issues in a timely manner – C, TW, P
• Assist student body with utilizing provided IT resources – C, CT
• Deploy, implement, and maintain endpoint devices for faculty, staff, and students – T
• Ability to work independently and function in a team environment – L, TW, P
• Other duties as assigned –

Competencies/Skills: Communication (C), Teamwork (TW), Professionalism (P), Career & Self Development (CSD), Critical Thinking (CT), Community Transformation (CTR), Leadership (L), Technology (T)

Preferred Skills: Professionalism, patience, people-first attitude, willingness to learn customer service skills and new technologies, strong active listening abilities, attention to detail, organizational skills, time management, written & verbal communication, team orientation, basic computer knowledge, Microsoft Word and Excel.

Computer Skills: Word, Excel, PowerPoint, Social Media and New Technology, troubleshooting hardware and software.

Work Schedule: Monday through Friday between 9am and 4pm.

Work Conditions: Heat, cold, odors/smoke, toxic agents, noise, vibrations, wetness, humidity, dust, machinery, light intensity, electrical currents.

Physical Demands: Keyboarding, reaching, stooping/kneeling, crouching/crawling, pushing/pulling/lifting/carrying up to 50 lbs, climbing, balancing.

Number of Positions: 3–4 students (120 hours total per student; average 20 hours/week)

Pay Rate: $9.75/hour

Location: Armington Learning Center, Basement #009

Application Notes: Resumes and applications will be reviewed to determine if you meet the required qualifications for the position. If it is determined that you meet the required qualifications, your application materials will be used to identify a top group of the most highly qualified candidates. The University of Pikeville is an equal opportunity employer committed to assembling a diverse, broadly trained faculty and staff. The University of Pikeville does not discriminate on the basis of race, ethnicity, color, sex, gender, gender identity, sexual orientation, religion, national origin, age, or disabilities in its programs, activities, hiring, or the admission of students.