Employer
Job Location
Wilson, NC
Salary Grade
Benefits
Job Category
Application Period
Target Start Date
Expected Work Hours
Employment Type
Minimum Qualifications
- Associate degree in Information Technology, Computer Science, or related field, or equivalent experience
- Minimum of one year of experience in customer service, technical support, or help desk environment
- Strong working knowledge of Windows operating systems
Preferred Qualifications
- Previous experience in a higher education or public-sector IT environment
- Experience using an IT ticketing or service management system
- Knowledge of classroom technology and learning management systems
- CompTIA A+ or similar certification
Position Description
The IT Help Desk Specialist serves as the primary point of contact for all Information Technology support requests for students, faculty, and staff. This position is responsible for receiving, documenting, prioritizing, and resolving IT issues through multiple support channels including email, phone, video conferencing, and walk-in assistance. The role plays a key part in ensuring consistent, responsive, and positive technology support experience across the college. This is a temporary, part-time position (20 hours per week) though June 30, 2026.
Essential Duties and Responsibilities
- Serve as the central point of contact for all IT help desk requests
- Respond to and manage support requests received via email, phone calls, video chat, and walk-ins
- Create, track, update, and close IT service tickets in the help desk system
- Perform first-level troubleshooting for hardware, software, network, classroom technology, and account-related issues
- Escalate complex issues to appropriate IT staff while maintaining communication and follow-up with end users
- Coordinate scheduling for repairs, installations, or on-site support
- Provide basic technical guidance and instruction to students, faculty, and staff
- Maintain accurate documentation of issues, resolutions, and common support procedures
- Monitor ticket queues to ensure timely response and resolution
- Assist with onboarding and offboarding technology requests for employees
- Support peak IT demand periods such as registration, semester start, and exams
- Promote cybersecurity awareness by following IT policies and reporting suspicious activity.
Knowledge, Skills, and Abilities
- Familiarity with common productivity software such as Microsoft 365
- Basic understanding of networking, printers, and peripheral devices
- Excellent verbal and written communication skills
- Strong customer service orientation with the ability to work with diverse populations
- Ability to troubleshoot and resolve basic technical issues independently
- Strong organizational skills and attention to detail
- Ability to manage multiple requests and prioritize workloads effectively
- Professional demeanor with a calm and patient approach to problem-solving
- Ability to explain technical concepts in non-technical terms
- Commitment to confidentiality, data security, and institutional policies
College-wide Expectations
WCC places a high value on creating an engaged, collaborative campus environment; therefore, employees are required to complete their work hours in person on WCC’s campus. By working on campus and in person, employees have greater opportunities to engage with students and co-workers, attend on-site meetings and presentations, recruit students, and support local business and industry partners.
Unofficial transcripts must be included with your online application before submission or sent directly to Human Resources immediately after applying. Failure to provide transcripts may result in your application not being fully considered.
Wilson Community College is an Equal Opportunity Employer. In accordance with the ADA, if you require a reasonable accommodation to apply for this position, please notify the Human Resources Office.