Help Desk Administrator

Full-time

Southern Virginia University is seeking a dedicated and customer-focused Help Desk Administrator to join our Information Technology team. In this role, you will be the first point of contact for technical support, providing essential assistance to our faculty, staff, and students. You will be responsible for resolving a variety of IT issues, ensuring smooth operation of our systems, and contributing to a positive user experience. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a genuine desire to help others.

Responsibilities
  • Provide timely and effective technical support to users via phone, email, and in-person, addressing issues related to hardware, software, network connectivity, and other IT services.
  • Log, track, and prioritize support requests efficiently using our help desk ticketing system, ensuring accurate documentation of all interactions and resolutions.
  • Perform routine maintenance tasks, including software installations, updates, and basic hardware setup and troubleshooting.
  • Assist in the deployment, inventory management, and documentation of IT equipment.
  • Educate users on IT policies, procedures, and best practices to promote self-sufficiency and secure computing.
  • Escalate complex or unresolved issues to appropriate IT staff, ensuring a seamless transition and follow-up.
  • Maintain strict confidentiality and professionalism when handling sensitive information.
  • Collaborate with other IT team members to support system updates, upgrades, and departmental projects.
  • Identify recurring technical issues and contribute to the development of proactive solutions.
Minimum Qualifications
  • Proven ability to diagnose and resolve technical issues effectively and efficiently.
  • Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
  • Excellent interpersonal skills and a customer-centric approach.
  • Ability to work independently with minimal supervision and as part of a collaborative team.
  • Strong organizational skills and attention to detail.
Preferred Qualifications
  • Bachelor’s Degree.
  • Basic knowledge of Windows and macOS operating systems.
  • Familiarity with common productivity software suites (e.g., Microsoft Office, Google Workspace).
  • Experience with help desk ticketing systems.
  • A foundational understanding of network concepts and troubleshooting.

Applications

Interested candidates should submit a cover letter, resume, and three professional references to hr@svu.edu.

About Southern Virginia University

Southern Virginia University is a private, faith-based institution of higher education aligned with the restored gospel of Jesus Christ as taught by The Church of Jesus Christ of Latter-day Saints. As a university, we gather faithful Latter-day Saints and those who share our values, lift intellectually, socially, and spiritually, and launch into successful lives and careers. Applicants are invited to learn more about the university at svu.edu/mission.